You can’t make a great movie without a good script, and you can’t run a great contact center without one either.
The script your agents use should establish a helpful tone and encourage conversation that results in a positive outcome.
Is it time you took a fresh look at your script? If so, and rewrites are needed, here are five lines that will almost certainly make it better.
It’s simple, it’s straightforward and it communicates the empathy an agent should feel when a customer calls with a complaint. These callers want to know that the person at the other end of the line gets that they’re not happy.
Note the use of “Let’s" (let us) – that puts the caller and the agent on the same side of the issue, rather than the agent coming across only as a representative of the company that disappointed the caller. It’s a subtle change but it does make a difference.
Putting customers on hold is never a welcome action from their perspective, so when it becomes necessary it’s best to do it as a request and not with a “please hold,” that doesn’t give that caller any other option. Yes, asking the question could lead to some customers saying no and hanging up, but by the time they’ve gotten this far most will hang around to get the resolution they desire.
When an agent introduces him- or herself by name, it reinforces the fact that the customer is talking to an actual person and not a recorded voice.
While shorter calls are better for KPIs, this question can lead to an upsell or an additional sale. That’s always worth an extra few minutes.
What lines have proven most valuable in your contact center script? Share them on our Facebook page.
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Publish Date: May 15, 2018 5:00 AM
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.
This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
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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.
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VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
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Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.
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