One way or another, the great majority of customer service reps are going to utilize a script on a few, some, or perhaps all of their calls. However the last thing any of us wants when we call a customer service department is an agent who recites a script like a robot. Heck, even Siri and Alexa manage to sound like real people (sort of), and they are robots. Fortunately, it is quite possible to follow a script and also sound authentic and friendly.
Here are some tips to help agents deliver that authentic customer experience.
Some scripts need to be read word-for-word. It may be a necessity to avoid confusion, to handle complex info, to cover legal requirements, etc. Those situations aside, mostly we try to ensure that agents are able to deliver the script in their own words. After all, the point is to make specific points and follow specific best practices, right? Verbatim or not, the best way to come across as sincere and engaged with customers is to practice the delivery so that tone of voice, pacing, and word emphasis all sound natural.
From the customer’s standpoint, this call is all about them. And the best way to help the customer is to practice active listening. When practicing active listening, paraphrase what they say. This is an art form that is difficult to learn, but very valuable in establishing a positive connection with customers. When an agent repeats back what the customer said, but in their own words, it shows they are listening. They get it. Now we are ready to make the sale or resolve the issue.
If the customer is upbeat and casual, they might appreciate a little humor. If they are formal, they probably expect formality in return. (Do not act cold or disengaged, though.) If they are unhappy, it’s time for empathy, understanding, and reassurance that a resolution is near.
It is great to personalize the call and can show caring, but do not overdo it, because that sounds fakey — we do not constantly insert someone’s name in real-life conversations. Also, be aware that not every caller wants you to use their name. Not sure? Ask, "May I call you Mary, or would you prefer Ms. Smith?"
Agents may not be visible to callers, but smiling is a well-known technique for brightening one's tone of voice. And smiling is infectious. Smile at one another when walking around the call center, when standing to see over partitions, and during breaks, too. This builds a culture of friendliness that will positively affect calls. Smiling before answering can also help an agent who has just completed a difficult conversation and may not feel as upbeat as they should be for the next customer.
Stretch, do some neck rolls, or even jog in place between calls. Every call is different for agents, and using a paraphrased script requires adapting to each customer. It is easier for agents using a paraphrased script to feel engaged and valuable than it is for reps whose days are filled with repetitive verbatim scripts. But sitting is sluggish. It takes its toll on attitude as well as personal health. Getting the blood flowing gets minds and personalities flowing, too.
There is no special sauce when it comes to delivering an authentic call center script. What it takes is practice, practice, practice to understand the script’s messaging, paraphrase it naturally, and actively listen to the customer.
Work with your agents, record calls, play them back, look for creative ideas that will help ensure the agent is upbeat, on task, and delivering a high quality service. And when you work with your agents on scripting and script flow, make it fun and an engaging learning experience, because that will come out in their interactions with their customers.
Publish Date: November 29, 2018 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
|2.)||Avyukta Intellicall Consulting Pvt. Ltd.|
Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :
Dynamic custom agent crm popup
10+ Custom Reports
Cloud Telephony with/out "Host your Trunks" option
and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months
|3.)||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.
|4.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.
Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.
Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
|9.)||Cloud IT Services GmbH|
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.
All rates include:
Instant Call Reports
Call Layout after Completion
Your Own Caller ID
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.
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Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.
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A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.
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|15.)||Teckinfo Solutions Pvt. Ltd.|
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.
The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
|16.)||Tru29 Outsource Solutions Inc.|
Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.
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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