Scripts are process-based guidelines that are handed to agents from complaints and suggestions, customer service, and technical support departments in order for them to serve each caller appropriately. These guidelines are based on telephone etiquette parameters and guarantee a high-quality service.
In areas dealing with sales and debt collection, scripts must not only meet the aforementioned features, but also cover tactful courses of action, given that they are aimed at convincing clients to both purchase and pay off, as well as assuring them they are taking part in a fair negotiation.
Structured call flows are essential to every call center, since the service they provide builds their brand image and sets forth the quality of the offerings they promote. These kind of tools can include different elements depending on the target of each call; nonetheless, they must always include a welcome and farewell section. In customer service departments, inbound calls must be developed in accordance with the following structure:
In sales and debt collection departments, outbound calls must follow a more comprehensive script for agents have to mention the characteristics and benefits of given products, services, and payment methods as described hereunder:
Scripts are really useful when it comes to inexperienced agents because it gives them the right words and the confidence they need to duly comply with the requirements of every single client.
Features a scripting tool through which you can define the set of steps whereby your clients will be adequately and efficiently served. Besides, it helps you to reduce call times so as to provide a top-level service.