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Live Answer Scripting: How We Develop the Perfect Call Script - PATLive - ContactCenterWorld.com Blog

Live Answer Scripting: How We Develop the Perfect Call Script

At first glance, trusting another company with your phone calls might seem risky, if not straight-up absurd. We get it! No one knows your business like you do—yet. How can you be sure that another service will capture exactly what makes your business special and communicate that to every caller?  I sit well within earshot of two of our product specialists Ben and Richard in the PATLive office, and I hear them answering dozens of variations of these questions every day. I’ve decided to step in and peel back the curtain on PATLive’s call scripting because it’s the most important part of our process, which we’ve just about perfected in the 28 years we’ve been in business.  We customize a script for every single business  whose calls we answer. It’s what allows us to serve your callers like only you can. Here’s how we customize the perfect script:

We’ve got a head start

We’ve answered calls for a lot of different types of businesses since 1990. This gives us (and you) an advantage when it comes to developing a call script. Chances are, we’ve answered calls for a business like yours at one point or another, which has led to a hefty backlog of template scripts of all kinds. While some answering services might just thrust one of these templates into your arms and send you on your way, we use them simply as a starting point.  From there, we can add or adjust as much or as little as you like. Alternatively, we’re more than happy to start from scratch if that’s what you’d prefer.

The same goes for our Live Receptionists, of course. Your call script is ultimately the tool that allows them to become a member of your team every time the phone rings. It’s fairly likely that they’ve answered calls for a business like yours in the past, meaning they’ve already got plenty of experience with the types of callers you might get, questions they might have, and industry terminology.

No one knows your business like you do

“The more information we have about your business, the better suited we are to answering your calls.” That’s the sentence I hear Ben and Richard repeat most often on the phone to callers in the process of developing their scripts—for good reason.

It might only take a few minutes to compile the majority of your script, what 90% of your callers will be calling about. A chiropractor’s script, for example, might be mostly focused on managing appointments. The other 10%, however, is just as important. What about callers who want to know how they should prepare for their appointment? How early should they arrive? Is the office wheelchair-accessible? What if a patient needs directions to the office? These details make up the difference between a mediocre phone experience and the perfectly simple, stress-free phone experience callers always want, but rarely find. So, expect the unexpected. Every additional tidbit of information you can provide about your business, your customers, and why they might be calling, is helpful, no matter how insignificant it might seem.

Your script is an ongoing process

Your script is only finished when you say it is. Even then, if you decide later that it actually isn’t finished, that’s fine too! We can edit your script any time you want, as many times as you want until you’re satisfied. Our Contact Center is open 24 hours a day, 365 days a year, which means you can make those changes via phone (800-775-7790) or email (pat@patlive.com) any time you want.

Trusting an answering service to deliver your phone experience for you can be risky, but with the right service at your side, it’ll save time, money, and you’ll wish you had done it sooner.

Source: https://www.patlive.com/blog/live-answer-scripting-how-we-develop-the-perfect-call-script/

Publish Date: November 29, 2018 5:00 AM


2021 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
CTCOMM

Plantronics
Jabra
Sennheiser

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 



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