At this time we are enhancing our scripting for in and out bound calls. I am looking for examples / guidelines for this. example: how many times to use a callers name etc.
Call Centre Helper Forum » Call Centre Management
Guidle lines for scripting
(4 posts)
Why not give your staff the information required and let them improvise their own scripts. This flexibility will allow them to feel more comfortable on the call and provide a better experience for customers. However there is no harm in providing some good examples to help staff but again the best place to obtain these examples is from people within your own organisation.
Posted 6 months ago #
Scripts act as a way of guiding them initially. very few if any scripts will be ideal. After gaining experience in the calls you make, call centre operatives should be allowed to make their own amendment and changes
Posted 6 months ago #
Scripts are good for new staff. After they have their own ways of getting the information. As long as you monitor that they do it in the way you would like (e.g. efficient) then there is no reason to change that.
The gain for a script with new staff is that they will be efficient much faster.
Also scripts should be a guideline, not a fixed rule. There can be parts of scripts however that must be used. e.g. legal wording.
If you work with scripts, see that it is possible to go further and not point back to itself. e.g. if all steps in the scrips are taken, you should not go back to step one, but instead have something like : ask for a suporvisor. Nothing more frustrating for both customer and agent then to be stuck in a loop.
Posted 6 months ago #
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