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.
Want to make the most of every customer interaction? Speech analytics can help. Sign up here for a live personalized demo of how it works.
Source: http://www.monetsoftware.com/blog/Workforce-Management/post/5-lines-that-should-be-in-every-call-center-script-wfm
Publish Date: May 15, 2018 |
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