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Ask the Receptionist: Are Call Scripts a Good Idea? - Conversational - ContactCenterWorld.com Blog

Ask the Receptionist: Are Call Scripts a Good Idea?

When you first start a business or firm, you handle the calls (which, thankfully, are few in the beginning). Once your company starts growing and taking off, the call volume increases and it becomes obvious that you’ll need someone to take over your call answering duties.

In this case, you might consider hiring a virtual receptionist or an in-house receptionist. You might be in the tough spot of coming up with call scripts for different scenarios and wondering if call scripts are essential or unnatural.

That’s a great question, so we posed it to our team of experienced receptionists: Are call scripts a good idea?

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Ask the Receptionist: Are Call Scripts a Good Idea?

“Scripts are impersonal and never sound natural.” – Tanya Lamont, CEO, Conversational Receptionists

First, the general consensus of our team was that call scripts can be done well, but usually, they come off as canned or unnatural. On that note, consider some of the following call scenarios and determine which sound friendly and professional and which sound unnatural and robotic.

  1. “Thank you for calling DF Enterprises, how may I direct your call?”
  2. “Good afternoon! You’ve reached DF Enterprises. This is Pam. How can I help you today?”
  3. “Thank you for contacting DF Enterprises. May I have your customer number to more easily serve you?”
  4. “Hi, you’ve reached DF Enterprises, this is Pam. I’ll need your customer number before we get started, can you find that for me on your last account statement?”

In each of these cases, the same information was conveyed to the caller, but two examples used an unnatural call script and two did not stick directly to a script. Can you tell which is which? Examples 1 and 3 are impersonal call script examples. Examples 2 and 4 are not.

Can you see how a virtual receptionist can follow a general “script” on a call without sticking directly to it? Sticking to an inflexible call script is never a good idea in a customer-facing business. People want a human response – it’s why automated call answering services (IVR) are hated among consumers and losing popularity every year.

The problem with call scripts

Most importantly, customers can tell a difference between a receptionist being candid and friendly versus following an inflexible call script. You want to give your callers the feeling that your receptionists are just naturally friendly, helpful folks – not that they’re just following a predetermined script.

For a helpful example, think back to a school play you had a part in. No matter how much you practiced, it was hard to shake the monotonous tone of the script as you read your lines out loud. Even though you eventually memorized those lines, having to recite them in the exact same order and tone each time made you tired of the content and it probably came across that way in your performance.

You may have said your lines flatly, unnaturally, and without making enough eye contact or connection with your audience (though your mother would never admit this).

The same thing happens to receptionists that have to follow a call script each time. Instead of limiting your receptionists to a call script, instead give some general points that should be addressed in each call and let them determine how to deliver those to the caller. Giving your receptionist more freedom on the phones will go over well with your callers, who will appreciate the human interaction and level of candidness.

Exceptions to the rule

Call scripts aren’t usually a good idea, though there are a few notable exceptions. If you’re collecting customer information, following a script is fine and expected. If you’re a company abiding by strict rules and regulations, you may need to ensure your receptionists stick to a call script to ensure compliance.

But if you’re thinking call scripts are a necessary part of hiring and working with a receptionist, it’s time to change your mind – to connect with customers and improve your level of service, give your receptionists more freedom on calls.

Source: https://www.conversational.com/ask-receptionist-call-scripts-good-idea/

Publish Date: January 4, 2017 5:00 AM


2020 Buyers Guide Workforce Management

 
1.) 
Aspect Software

Aspect Workforce Management
Aspect Workforce Management is an award-winning, best-of-breed software solution for enterprise contact centers, designed to help managers accurately and easily forecast staffing requirements to ensure the right agents are available at the right times, across all customer-facing inbound, outbound, blended and back office resources. Taking into account factors such as skill levels, scheduling constraints, regulatory labor restrictions, demand and service level objectives, Aspect Workforce Management helps businesses achieve contact center SLAs at the lowest possible labor cost, while improving both agent engagement and the customer experience.

Agents can also manage their scheduling need...
(read more)
PH: 1-888-547-2481

2.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
PH: 2816165711

3.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

4.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

5.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

7.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

8.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
PH: 0217991445

9.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



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