There is a difference between a world class call center and an average one .For instance, a world class call center is one whose agents use a call script as a reference and not a savior. An average call center on the other hand is one that cannot perform without a call script. If you want to be connected to a world class call center, scripting should not be your main tool.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Here are some of the best practices:
One of the best practices world class call centers use is listening to the voice of the customer. Customers do not want to call and talk to a robot-like agent. In other words the call script should not make the agents too uncomfortable. Call centers can take advantage of this and use customer feedback to make their call script perfect. From the script the writer can determine the best way to talk to customers: a key to success.
Level of support
The amount of cooperation and support among agents contributes to the performance of a call center. If the support provided is high, scripting should not be much of a big deal. Support enables agents to escalate problems easily to more experienced agents. There is no time customers will get frustrated with such a call center.
Training
Call center agents were not born professionally to answer calls. Some form of professional training has to be instilled to improve skills of dealing with customers on phone. This is done using highly defined call scripts to make it quick to deal with simpler scripts. However training will not teach agents how to solve unexpected customer issues. In this case, agents are trained on how to use their intelligence in such scenarios.
You can use Yonyx in-house to improve your call center scripts among other things. Contact us to learn more.
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