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.
Publish Date: May 15, 2018
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|2.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.
Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
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