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]
When we think of a script a number of things can come to mind: The Cambridge English Dictionary defines it as both ”the words of a film, play, broadcast, or speech” and as “a piece of paper on which a doctor writes the details of the medicine or drugs that someone needs” (in other words, a ”prescription’”).
My experience with scripts may go back to my education in TV and Video. In the call or contact center context, however, it goes back to the 1980s when I worked with advertising agencies and was responsible for about half of all of the telemarketing scripts employed in Canada.
What do we exactly mean by Contact Center Scripts?
- Scripts attempt to set out an ”ideal’” path to success on the call: a sale, a resolved inquiry, or a closed case.
- Scripts can be verbatim (or word for word) or they can be guides.
- Scripts can keep the messaging and communications from the call center consistent and accurate.
- Scripts can also shorten call length as they follow an efficient flow or path.
- On the negative side, canned responses and robotic delivery make customers feel that the organization doesn’t value them enough to have a genuine conversation
Scripts have been around as long as contact centers. They set out an ”ideal’” path to success. Scripts try to make it easy for the agent. For example, legal compliance requirements may mandate that verbatims be read, word for word, hence the use of a script. The aim of a script has always been to assist and help the agent. Today’s technology has enabled many enhancements, automation, real-time guidance, and agent assist capabilities, such as real-time sentiment READ MORE
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