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Verbatim or Paraphrasing: Which Call Center Script is Best for You? - The Connection - ContactCenterWorld.com Blog

Verbatim or Paraphrasing: Which Call Center Script is Best for You?

Call centers use scripts for several reasons. Scripting allows you to control messaging and ensure agents are providing a consistent service experience to every customer. Scripts help move calls along efficiently. And they can reinforce your brand as a helpful listener. But different styles of scripts work best in different situations.  

Here is a comparison of two common styles of scripts and why they may or may not be best for your purpose.

Types of Call Center Scripts

There are two types of call center scripts commonly used — verbatim and call flow or paraphrasing. Each type has its place in the customer service industry, so it is up to you to decide which style works best for your brand.

Verbatim

Sometimes you want a call center script that agents can read verbatim. This works well when calls are generally short and transaction-based, or, for example, when a disclaimer needs to be read.

Advantages of a verbatim script:

  • No need for agents to deviate from the script.
  • The call center can control messaging and branding.
  • It is easy to direct callers through a call flow.
  • Mitigates agent errors
  • Easier to check for quality assurance
  • You receive expected outcomes.
  • It is easier to coach agents to be exact.

Disadvantages of a verbatim script:

  • Messaging can sound robotic and disingenuine.
  • Agents can become flustered when a call does not go as expected.
  • Agents can become bored and unchallenged.
  • Agents may become angry when coached repeatedly if one or two words are off script.

Call Flow or Paraphrasing

Call flow, or paraphrasing, scripts act more as a guide to an agent's call. They can also be referred to as Freeform scripts. This type of script provides key phrases and expressions, and an outline of what typically happens on a call. They are often longer, more complex, and require the agent to use institutional knowledge. Paraphrasing scripts are commonly used when it is uncertain what the caller may need during the transaction.

Advantages of a paraphrasing script:

  • Agents have the freedom to make logical decisions around a guide they must follow on a call.
  • Callers typically remember the conversation because it is longer and about the agent and caller, not a step-by-step transactional call.
  • Agents can feel challenged and appreciated for their knowledge.
  • It is more engaging and genuine.

Disadvantages of a paraphrasing script:

  • More difficult to train agents
  • Training typically lasts longers.
  • More challenging to grade for quality assurance

As you can see, verbatim and paraphrasing scripts are beneficial for different reasons. The type of script you use for your company depends on the scope and purpose of your call center. No matter what script you choose, your customers should feel well taken care of by your agents.

Source: https://blog.theconnectioncc.com/verbatim-or-paraphrasing-which-call-center-script-is-best-for-you

Publish Date: July 19, 2018 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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