Sincerity is the Cornerstone to a Call Center Scriptby MBM Research MBM Research
Call centers serve a unique purpose in an era of apps, QR codes and online shopping carts. While much of the world has readily adjusted to handling their business affairs at any time of the day or night, there are times when help is needed. At those times, consumers turn to the customer service hubs, located within the company’s call center.
Real Voices, Not Recorded Voices
Make no mistake, technology has allowed for some amazing progress in every aspect of business. But according to studies, 90% of consumers dialing in to a call center are looking for a real person to listen to their story.
By the time a consumer reaches out to a call center, they are already dealing with a problem they cannot resolve on their own. They are frequently frustrated, annoyed and not in the mood to “press 1 for English”.
A real person instills confidence, and if coached effectively, offers the right amount of empathy and expertise to solve the problem and alleviate customer anxiety. That doesn’t mean employees should freestyle every aspect of the call.
Effective Scripting Allows for Sincerity
Consumers don’t want to talk to a robot voice, nor do they want to be read to. Empathy, sincerity and authenticity are key components in any successful call center script.
Is it possible to follow a script without sounding like you’re following a script? Of-course it is, but like all things, it takes training and a good attitude.
There are lessons to be learned from traditional face to face interactions that translate successfully into scripting. Rule number one: identify yourself with a friendly hello and be available. This is true when a customer walks into a brick and mortar business and just as true when they dial into a call center.
A hostess at a restaurant might say “Hello and welcome to Jack’s Bistro. I’m Janet. Would you prefer a booth or a table?”
This phrase has been repeated flawlessly in eating establishments for decades with undeniable success. Although it’s classic, mandatory scripting, the smiling, friendly face speaking it makes the customer feel welcome and looked after.
That sense of welcome should be included in a call center script. A strong introduction is crucial to building a relationship with a client, who is likely calling to express a problem. Even the most repeated script, if said with warmth and sincerity is effective.
Training + Knowledge = Success
Granted, every aspect of the call cannot be scripted. However, all agents should be given extensive training and have ample product knowledge to effectively handle the calls. Much of the call can be scripted, with practiced responses that can put the customer at ease while validating their concerns.
For example, if a customer is relaying a bad experience, agents should be trained to acknowledge “that must have been frustrating” or a similar response to empathize with the customer.
Agents should be knowledgeable of solutions they can set into action to eliminate the concern. Nothing adds to the frustration more than being put on hold to wait for a supervisor or another department. Simple phrasing like “let me take care of that” or another positive expression of aid, calms customer tension.
While most of the call center script aims for a natural conversation, one area that should be verbatim is legal disclosures. There is nothing wrong with telling the customer you are about to read a legal disclosure.
In fact, this brings a level of seriousness and importance to the disclosure. It further brings a level of transparency to what previous generations considered “fine print”. Reading such disclosures strengthens consumer confidence and adds depth to the relationship. In the end, that’s what call center scripting is for its customers.
Created on Dec 1st 2017 17:41. Viewed 355 times.