December 13, 2012
The Need for Agent Call Scripts and How it Can Improve Customer Satisfaction
By Carlos Olivera
TMCnet Content Producer
Have you ever had or made a bad first impression and wished you could relive that moment? Unfortunately, we only get one chance at a first impression and starting out on the right foot is important for a company. The first impression can determine the way the customer views you moving forward.
Most customer and company contact comes from telephone calls and customer service, and the best way to make a good impression and deliver consistent results to customers, is by providing customer service representatives with a call script on how to handle any situation.
Most agent call scripting software is designed to provide companies with an easy way to create scripted questions and define agent responses as to how to greet the customers when they call in, or how to introduce yourself and what you’re offering when making cold calls.
By providing the agent with a call script, the company maximizes customer satisfaction and efficiency by knowing exactly what is being said. Being efficient and improving that customer satisfaction will increase your sales revenue. It also reduces the risk of the agents getting side tracked. The call script will keep the agent on track, but also keep the calls consistent for even less experienced agents.
One of the quickest ways to lose a customer is to provide them with false information or not being able to answer any questions they may have. Every now and then an agent may get a question they might not have the answer to, but having a script allows the agent to follow a specific order, and ensures the customer is getting all of the proper information in a timely manner.
Call scripting is also beneficial for companies by ensuring customer verification. Most call scripts begin with the customer having to verify personal information to ensure the agent is speaking with the correct person. The general verification questions may include first and last name, date of birth, the last four digits of a social security number, or maybe even a personal question.
This procedure not only ensures the agent is speaking with the correct person, but that he/she is not giving out personal or confidential information to an incorrect person, a violation the company would be held liable for.
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Edited by Brooke Neuman