Reading between the lines: How to effectively use call center scripts

Posted by Kristen Braun on Jun 26, 2015 9:24:00 AM

What makes a great movie? Good actors, beautiful sets? More often than not, it starts with a great script. Characters written in a specific way, with specific words in order to deliver a specific message. But without decent actors, the right setting, or even the right props, the true message meant by the author will never be conveyed. The same can be said on some level for the world of call center scripting. You can have a dynamic, polite, and informative script, but if your agents lack the skills or resources to deliver it as intended or to in a sense “read between the lines,” the overall effect will be merely a mediocre movie. So what tools can you give your agents to ensure that they are delivering the script as intended?

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Topics: call center scripts

Juggling the Benefits and Shortfalls of Call Center Scripts

Posted by Rachel Brink on Oct 29, 2014 8:52:00 AM

The vast majority of today’s contact centers use scripting in some way, shape, or form.  With the ability to guide agents throughout each customer interaction the feature offers businesses a number of benefits, including:

  • Uniformity across all consumer interactions
  • On-the-go training
  • Notification of cross-selling opportunities
  • Compliance with industry standards
  • Reduced average handling time

In fact, call center scripts have shown to improve agent productivity by approximately 36% and increase first call resolution rates by 17%. 

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Topics: customer service, call center, crm integration, contact center, call scripts, dynamic scripting, call center scripts, agent productivity, customer experience, cross-sell, third-party integrations

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