Does your call center rely on improvisation? Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message?
Custom call scripts can help. Most contact centers, including TeleDirect’s outsourced call services, use some sort of base script content to develop an overall communication theme, or at the very least provide a basic structure to build out custom messaging across your departments (sales, service, etc.).
Scripts are an essential element of the human aspect for any customer service strategy. And the opportunity to speak with a live agent is the most important factor for most people that call into a customer contact center. How can you develop scripts that sound natural while conveying critical data for your customers?
Creating Concise Call Scripts
Keep these points in mind when developing your scripts:
- Be responsive. Most importantly, enable your customers the ability to say “yes” to products, services, upsells and more!
- Develop scripts with client responses in mind. Think of your scripts as the ultimate blank slate; sure, you want to get your company’s point across, but it’s always a good idea to build your script with client responses / concerns accounted for.
- Avoid the rigid script. Products and services change. Each customer is different. Expectations differ between customer A and customer B. As a result, make your scripts as flexible and free-flowing as possible.
- Show interest in your customers. We touched on this a few points above, and on a similar note – always keep your clients at the forefront of your scripts. When they feel engaged, you’re more likely to successfully solve concerns and issues, from product recalls to shipping issues and more!
Well Executed Scripts: A Fine Line Between Robotic Delivery and Free-Flowing Dialogue
The best phone scripts manage to compress and condense critical information that all of your clients can digest. However, even well-written scripts can ultimately fail, if the live agent delivering the content lacks the personality and “gift of gab” that define the very best call center agents. TeleDirect’s custom, turnkey call center platform solutions have everything you need to ensure your scripts are conversational, not clunky.
With the best-trained live agents in the call center industry, plus practical, on-point inbound and outbound communication strategies for your entire company, TeleDirect has the outsourced expertise to ensure your scripts sound a little less “scripty” and much more natural.
Contact TeleDirect and Get Your Call Center On Script Today!
Is your call center’s performance currently off-script? Get back on track today with TeleDirect, the #1 business process outsourcing (BPO) solution for call centers. Feel free to fill out our customer contact form, and one of our call scripting specialists will reach out with a plan to improve your call center functions today.
Or, discuss options with a TeleDirect representative at (800) 776-1081. From where we’re sitting, you couldn’t script a better outsourced call center solution than TeleDirect – reach out to us today!
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.
