Having an easy-to-navigate and interactive scripting interface like that available with CallShaper can go far towards improving the experience and efficiency of your agents—but if the script itself is lacking, they will be at a disadvantage before the call even begins. When writing a script for both inbound and outbound call centers, the key is to create a positive experience for the customer. Here are four tips for how to do so.
- Lead with the most approachable option.
If you’re running an outbound sales campaign or you have interested buyers calling in response to media or advertising, choosing the correct starting point is critical. You want to leave room for both up-sells and down-sells, if the opportunity to pursue either presents itself, so your starting point should be somewhere in the middle, the product or package that the average customer would be most interested in. That starting point shouldn’t feel like too much of a commitment, but it also needs to feel worth the investment. If you can hit this sweet spot, which should become obvious through research and analysis, then you will be starting your call off on the right foot.
- Always offer something you can
This tip is specific to the language you are using in your script. If a customer is calling with a complaint or a grievance, you want to make them feel cared for even if you can’t actually fix their specific problem. The best way to do this is to offer an adjacent action that you can take that may not fix their problem but could supply additional information or provide some peace of mind. For example, say you work for an insurance company and a customer is inquiring about something that is not covered by their policy. Instead of just telling them that it isn’t covered, inform them about the closest service that is covered or about the most similar policy that would cover it.
- Ask closed questions.
What makes a good script? The fact that it doesn’t sound like a script. Even though your agents will be using a script and following a formula for every call, you don’t want it to sound like that to the customer. A good way to avoid creating a script that sounds too much like a script is to ask closed, specific questions as opposed to open-ended ones. This will essentially keep the customer on script as well and prevent tangents that cause agents to get lost in the script or need to backtrack, which can hurt any trust and rapport that has been built with the customer.
- Don’t be afraid to revise.
Things are going to change over the course of a campaign and every call is going to provide more data about what is working and what is not. Don’t be afraid to use that data to update and revise your script as you discover things that can make it better and increase sales or customer satisfaction. A scripting interface like CallShaper’s, which is easy to edit on the fly, can help make this process a breeze.
To learn more about the importance of a strong script and how CallShaper can help you get there, contact us today.
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