Posted On: August 6, 2020 | 6 mins read
In a survey conducted by NICE systems, 9 out of 10 respondents aged 18-65 preferred to speak with a live service agent directly over the telephone.
Call center scripting empowers agents to handle any kind of customer query with consistent and accurate responses.
Major contact center companies fail to attain customer retention due to either lack of knowledge or they are unsuccessful in providing solutions to customer queries. This alarming stage alerts companies that it’s now time to switch.
Contact center scripts boost agents while interacting with both inbound and outbound customers. Scripts represent accurate data with every minor detail that agents can just read out while interacting with customers. This avoids hunt for words at the time of delivering responses while maintaining the company’s reputation. However, for companies that are already backed up with a good knowledge management system, hassle in solving queries without scripts still exists. For that reason, companies need to employ scripts within their contact centers.
Since deploying scripts are beneficial in matters of response rate, sqm group reports that a 1% improvement in response rates means an annual operational savings of $276,000 for an average call center.
The effectiveness of using scripts depends on how it is being used by the contact center agents. Customer service companies need to focus on providing better tools to empower productivity of agents.
An interactive decision tree software is an ideal solution for empowering agents to streamline technical process with a step-by-step guide. Few reasons to choose decision trees as the right tool for scripting in contact centers are:
Introducing decision trees software into your CRM can streamline customer support & maintain strong relationships with them. Interactive decision trees software when combined with potential CRM, simplifies customer-based operations.
1. Customization of scripts includes real information in a sorted layout that can help find instant responses. A study of questions raised by customers & responses given by agents help CX head create better solutions. Sorting of data in such manner & making your customer feel fully heard & understood reinforce workplace efficiency.
2. Beyond troubleshooting & support, decision trees tool can be integrated with existing CRM, serving features such as single sign-on, tag & auto-copy resolutions in CRM to save post-call time of agents on conversation documentation.
3. After integrating with CRM, agents can create tickets with access to use its knowledge base. While interacting with customers, entering specific keywords could display solutions that suit best.
4. Robust technical support can embed best practices by ensuring consistent & quick responses across all touchpoints.
Contact center agents usually do not have a standard SOP guideline to follow, for which robust knowledge management tools must be optimized.
In fact, the percentage of contact centers using call scripting has witnessed spike from 48.3% to 52.9% – a rise of almost 5%.
Scripts do serve a purpose; appropriately using them can boost the ability of contact center agents to perform faster and better.