Workforce Management Featured Article
Tips to Improve Call Center Scripts
Call center scripts can often appear mundane, robotic and, frankly, impersonal to the customer on the other end. The monotony of having to repeat the same dialogue over and over, multiple times daily can also take a toll on call center agents, leaving them exhausted. Customers get frustrated based on the lack of personalization in the call center scripts leaving agents stressed over failed attempts at resolution. Collectively, it creates a negative experience, internally and externally. But there are ways to improve the situation.
When rewriting scripts, make sure to read them out loud and actually listen to how the words sound. They may be the most well-written scripts in the world on paper, but there is a big difference between the written and spoken word. Try to make the script flow, with easy delivery, both attractive and positive to clients.
Also create a variation of openers and closers so agents can experiment with what feels comfortable for them and escape the repetitive nature of a script. Additionally, management should work directly with agents to create the most efficient and comfortable scripts possible. Being constantly on the other end of the calls, agents are in the best position to know exactly what customers want and what turns them off. They are assets because they are in the trenches daily. Plus, agents place their own call to contact centers, too.
One reason why automated chats (chatbots) have yet to be fully accepted in commercial society is the fact that they are pre-written with limited flexibility or ability to adapt. With live agents, strict scripts are not always necessary. Sometimes, it is better to just have call guides that allow for frustrated customers who just want personal empathy.
Even with bots, natural language processing can help add more intelligence, so pre-programmed responses will understand human reactions. Again, it is all about personalization for the consumer and the ability for the agent, live or a bot, to empathize with them.
It is pretty simple to work with agents to help enhance the basic call center script. Utilize the assets available; it all comes down to trial and error but in the end, management will see what works based on analytics and FCR.
Does your call center scripting need to be revamped?
Edited by Erik Linask
