What is the most important thing about a script for you call center? There are many answers to this question. Some of them may be right and at the same time many of them may be wrong. Contact Center Online has teamed up with many different customers and other call centers throughout its time in the call center software industry and we have come up with some of the best call center solutions. There are so many different reasons that most people and most call centers agree with the importance of a good script. What we can tell you is this. Your script that you use is one of if not the most important thing for your success in your call center. Over the years scripting has changed. The way a script is used, the way that a script has evolved, and the way a script is worded. One thing is certain, a script is important, and a script can be the difference between a couple of sales too many sales in an hour, day or even the week. Contact Center Online has put together scripts for companies that have increased their sales by over 50%. As you read through this information, please keep in mind that based on the industry that you are in makes all the difference in how you present the script. Almost as important as the script itself is the way that an agent presents the script to the customer on the phone.
The first thing that we want to look at is the script itself. As an example, let’s look at mortgage companies. As most of us are very aware, we are in a time that the economy is in a crunch with gas prices sky rocketing as well as home owners who have found themselves staring down an adjustable rate mortgage that they cannot afford. Most of the time with a script for this type of industry it is more important about the way your script is worded then it is more about the way it is presented. It is important that the way your call center agent presents the script, but more often than not you will find yourself with more success about what is said. If for example you say something along the lines of “Hello, this is John Doe with Mortgage Company A and you have been pre-approved for a 5% re-finance option.” Most people would hang up right away. Based on experience, people don’t care about being pre-approved; they want to know that they are approved. So you are if you are a call center owner you are asking yourself what do I need to say or do to get more customers on the phone that are interested or really do need to refinance a loan?
The answer is simple really, and there is a lot that you can do to make your call center thrive due to simple steps in your scripting. Before we go to deep into scripting, one of the first things that you want to make sure of is that the leads that you use to generate your business are tied into what you are trying to sell. So many people get caught up in purchasing the wrong lead. More importantly than that is the right kind of script to go with your product or your service. There are a few things that need to be pointed out on the way a script is delivered before we look at a few basic steps on scripts. The simple things about delivering a script should be first and foremost the confidence factor. All of your call center agents should feel confident that the product or service they are selling is easy to deliver to the customer. When they have confidence in their product or service, they should have no trouble in the confidence in their tone of voice. You do not want to sound exaggerated or loud, just very confident in their delivery. It is also an important note that your agents can deliver a script with ease. By this we mean that they limit or completely ignore any stuttering or unsurety in their voice. You can have your agents practice simple warm up exercises before they call. Have them practice the script a few times before they read it as well. This is always something very simple to do that can really go a very long way in making sales.
Now, to take a closer look at the script itself, there are several factors that are involved in making a great script. It is important that you identify the product or service that you are selling. When you recognize what other companies are doing in their field that sells a similar product, you can use this to your advantage. It is important that you begin your script with somewhat of a strong statement. You don’t want it to be so strong that it scares the person away, but enough of a statement that it immediately drives home the point right away. A lot of call centers make this very simple mistake. You don’t want your script to be a long winded script. Make it simple and easy for your agents to move through it quickly and efficiently. Time is truly of the essence in this case. One thing to always keep in mind when you are telemarketing is to think of what you would do or how you would react when someone is calling you at home. So, in short, a script needs to be easy to read. No really big words or words that are hard to pronounce or understand. Make is simple, keep it short and deliver your message strong but not too strong. And last but not least, drive home the point as quickly as you possibly can.
If you need help with scripting for
your call center, Contact Center Online can help you. Our
Razor Systems Predictive Dialer offers a key component called
Branched Scripting. We can also help you put together a
script that can offer the best possible way to gain more
customers. Call now to set up a demo. You can reach us at
214-257-8416 or email us any time at contactcenteronline@gmail.com
