By Colin Taylor
[This post was adapted from a webinar that Colin Taylor delivered for Customer Contact Central on September 8, 2022. You can see the replay here while available: https://www.customercontactcentral.com/frs/22041151/top-industry-secrets-for-successful-contact-center-scripting/email]
There has been a continuous evolution in scripting since we were taping printed copies onto cubicle walls. There are primarily 4 different types of scripts that are employed in contact centers and many variations on these.
Traditional scripts
These are the type I was writing 35 years ago. These outline an “Ideal” path with suggested verbiage for the call. They were disconnected from any systems. Of course, the biggest drawback for any script was that the customer on the other end of the phone didn’t have the script and consequently didn’t know how they were supposed to respond.
Often, these reflected a checklist of all of the elements that needed to be addressed. These could be compliance related or behavioral. These checklists in turn became quality evaluation forms. These checklists and forms tend to be more structured for Outbound calling (Greeting>Qualification>Presentation>Objection Handling>Close>Objection Handling>Close).
Individual performance, where we expected it to be similar between agents using the same script, could still vary significantly. Often the agent’s ability to “make the script their own” was the key to success, as was the agent’s ability to recall and use their product knowledge and training.
Real-Time Guidance scripts or RTG
RTG introduced a process based on interviews, call recording analysis, and internal best practices to scripts. It included sub-processes and screenshots of the appropriate systems with links. This type of script, however ... Read More
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