Several experts would agree that when you are a call center company and implement an interactive computer FAQ, you have to be careful in using call center scripts.
It is not necessary to distinguish inbound from outbound contacts
If you are going to use call center scripts, the interactive computer FAQ will help determine your course of action. This means to say that it is not necessary for you to point out the difference of inbound and outbound contacts. The very reason is that the requirements for scripts on both are not the same.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Keep in mind that if you deal with inbound calls, scripting must be used meagerly
Inbound calls mean that the customers needed to be in touch with a person – for assistance or guidance or information. Scripting must be used meagerly in inbound cases because it would make you look like a bot.
You can use the interactive computer FAQ for your guide so you can provide efficient assistance to the customer who is calling you. Customers will often detect whether you’re just reading a script or is actively providing them with solutions.
Do not lose customers just because you used call center scripts on them when otherwise it would have been a useful tool for your company.
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