Whenever a customer rings in the call center, he expects the best and quick response. The agents need to be prepared for every question that the customer may shoot in. It can be related to company policy or anything else. The “Call Script” is the feature available in any call center solutions such as intelligent call center software and can be really helpful. The call script, that helps agents to feel prepared when users call, comes handy at this time. Providing guidelines on call protocols, and conversational style helps the agents to relieve stress and converse in a freeway regardless of whom they are speaking to.
Here are six rules for creating the perfect call script in the call center solution for agents:
Begin with a friendly greeting
Every conversation should begin with a friendly greeting. However, agents must be given the freedom to choose a greeting that is in a close match to their personality. In this way, customers won’t be hearing the same thing again and again whenever they call your company. Instead, they will feel that the conversations are more personalized.
Invite customers to explain
The second step for the agents is to ask the customer how they might be of service. They should invite customers to explain their issues. Agents should also interject to inform the customer and express their understanding of the issue as the customer is explaining their concern. The idea behind this is to maintain the conversational tone while allowing the customer to elaborate on the issue. Also, remember to not to force the customers to share too much personal data.
Inform customers when there is a pause
While looking for information, agents must inform the customers about the pauses and what they would be doing with it. Dropped calls are a major source of frustration both for the customer as well as for the agent. Customers should always be informed about when agents are looking up for information or listening. The call center software also provides an option of Music on Hold to keep the customer engaged while the agent is looking for information.
Check for customers’ understanding
At times when an agent proposes a solution, the customer may not be completely satisfied with it. So, it becomes crucial for the agent to check for customer’s understanding and see if they are okay with the solution being offered. They can ask the customer directly if they have more questions or is there anything else they can help with.
Abandon the script when necessary
Not every time the call scripts will be useful. There will be instances when agents have to keep the script aside and be more spontaneous. This may happen when the customer is really upset, or if the issue has to escalate to supervisors. During this, an agent should remain calm and composed and must approach the customer intuitively.
Test call scripts regularly
To see if your call scripts are successful, you must run a check on them regularly. Using call center software to test if one script is more pleasing than the other or even asking the agents about their feedback will help in choosing the best call script.
Although call scripts are the best guide to handle customers, they too have their limitations. They are the best means to empower your agents and make them more confident while interacting with the customers. Thus, make sure to make the best use of this powerful tool available in the call center software.
We have developed an intelligent call center software which offers a wide array of features. Contact us for a free demo and more details.
