Scripts are a set of guidelines for specific processes that are provided to representatives of departments like Customer Service, Tech Support, and Complaints/Suggestions so they handle every call appropriately.
These guidelines must meet a series of formal requirements that ensure customers have a positive experience.
In Debt Collection and Sales areas, apart from such requirements, scripts must cover tactful courses of action that help agents to convince customers to bring delinquent accounts up to date; as well as to complete a purchase with absolute certainty that they’re not taking part in a call scam.
Scripts Tailored to Agents, and Customers
Structured call flows are fundamental to any call center because the service quality offered to customers establishes the image and reflects the professionalism of a company and its services or products.
Agents must complete different steps depending on the target of each interaction. However, they must never forget to greet and say goodbye to customers.
In customer service, where calls are inbound, agents must start and wrap up conversations as follows:
- Opening statement.- Agents must introduce themselves and say the name of organizations; e.g. (i) “thank you for calling (…)”, (ii) “my name is (…)”, and (iii) “how can I assist you?”.
- Closing statement.- Agents must provide a resolution, offer further assistance, repeat identification information, and add a pleasantry; e.g. (i) “is there anything else I can help you with?”, (ii) “my name is (…)”, (iii) “thank you for calling (…)”, and (iv) “have a nice day”.
In sales and debt collection, where calls are outbound, scripts are longer because they include information about the benefits of products or services and details about payment methods.
As described below:
- Opening statement.- Agents must ask to speak with contacts registered in their database. If they reach the right party, they must follow the script to introduce themselves and explain what the call is in reference to. If they don’t, they must ask the day/time when they can call back; e.g. (i) “good morning/evening, I’m calling from (…)”, (ii) “may I speak with Mr./Mrs./Ms. (…) to inform them of the product or outstanding debt (…)?”, or (iii) “can you please tell me when can I reach them?”.
- Closing statement.- Agents must thank called parties for their time, repeat identification information, and add a pleasantry. Sales and promises to pay (PTP) must be followed up with a second call; e.g. (i) “thank you for taking my call Mr/Mrs./Ms. (…)”, (ii) “my name is (…)”, (iii) “I’ll get in touch soon”, and (iv) “have a nice day”.
Scripts prove very useful for inexperienced representatives because they allow to develop good communication skills and gain the confidence necessary to satisfy customer requirements in calls.
In spite of this, letting agents to be autonomous and control conversations independently is also advisable.
When revising or improving scripts, call centers must keep in mind the flows that have led to positive results and those that have failed.
To that end, they can use a recording platform to detect crucial factors in customer interactions.
CenterWare Xion X5 features a scripting application for building call flows in quick, simple steps. It enables agents to manage calls and customer requests effectively while reducing wait time and delivering a first-rate experience.
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