Call Center Scripting
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Replies to This Post
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Permalink Reply by Val on -
We have required phrases at the opening and closing the calls. We have to identify where we are and our name and ask how we can help today. We have to gain permission to address the customer by their first name and paraphrase what the customer is calling about. There are required components with in the call (up selling or new products). We have to close by asking of there are any questions or anything else we can help with, and ALWAYS brand the company. If you miss one of the requirements, you fail QA and this will lead to discipline. You better have your robot self ready on every call. Being human is no longer allowed.
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Permalink Reply by Derrick on -
So Val, are there things that you're suppose to say throughout the call? Do you guys have like a work flow tool to help guide through your calls?
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Permalink Reply by Val on
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There are required words and phrases. I personally do not like the required flow, I can be more personable and address each customer and their needs without having to make mental check marks of what I have completed or not completed on the list of requirements. I prefer not to sound like a recorded robot. If a customer calls back and goes through the same routine and words they heard the last time they spoke with someone, the individual touch does not exist, they become a number and not a customer.
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Permalink Reply by Derrick on
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and all of your calls are recorded right? So what happens when your manager hears your customers responses about the rep sounding like a robot? Do they ever request to speak to a.manager our lead?
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Permalink Reply by Derrick on
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Rosie, you are required to still say "I'm sorry" even when you're in that situation? Have you expressed anything to your coach to get possibly an alternate response?
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Permalink Reply by Derrick on
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Rosie, so if you don't read the script are you negatively impacted on a development session with your coach? In your working environment, what is a typical call for you?
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Permalink Reply by Rosie on -
Derrick, no we don't have to follow the script as long as we convey to the customer what is needed and don't be rude.(not negatively impacted) A typical call for me is making sure the customer can get on call, making sure they have the correct codes to get on call or the person name that's hosting the call. If the customer is having trouble getting on the call, be sure the trouble is reported to the correct department in a timely manner.
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Permalink Reply by Nexx Phase on
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It depends the way we talk to the customers. Some believe that greeting are necessary at the start and at the end of the conversation. However does it not matters the conversation an agents has in the middle about the topic he is concerned to explain to the customer. That is important. Some times common sense helps and sometimes not. Scripts are always good to have in advance when talking but one can always something to that considering that doesnt harm the conversation between both, agent and customer. Hope that helps!
Regards,
Nexxphase.com
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Permalink Reply by Nexx Phase on
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It depends the way we talk to the customers. Some believe that greeting are necessary at the start and at the end of the conversation. However does it not matters the conversation an agents has in the middle about the topic he is concerned to explain to the customer. That is important. Some times common sense helps and sometimes not. Scripts are always good to have in advance when talking but one can always add something to that considering it doesnt harm the conversation between both, agent and customer. Hope that helps!
Regards,
Nexxphase.com
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Permalink Reply by sherman on
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I've had a similar situation to Val where there are prescribed opening and closings and keys words and behaviors during the call which contradicts the requirement to be "Human". Ther are often calls that are general information and are quick calls but we are still required to get a customer name, my belief is I don't need to know your name to provide excellent customer service, but can't find anything that would back my theory that is related to a call centre, there plenty of stuff about face to face contact and selling but not for centres that don't sell and aren't strictly a support environment either.
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