‘Customer is king’ is a slogan we all see and practice in our businesses. However if you treat a king like a commoner, there would definitely be backlash.
How can you deliver excellent customer service and make them feel valued with every single interaction? We have advanced technologies and we have information.
But, is your technology aligned with your organizational information and making your agent’s life simpler?
Here comes Dynamic Agent Scripting into the picture.
Want to know how to create agent scripts? Click here
Agent scripting is a crucial part of any contact center. The scripting when done with just the right amount of research and in fewer steps, greater results can be achieved. But just simple static agent scripting cannot do this. Dynamic agent scripting is needed to help reach the goal of less average handle time (AHT) and greater customer experience(CX).
Agent scripts for call centers are found in various types. Traditional methods include printed booklets and printed scripts. In the modern age of communication, it is preferred that there are on-screen prompts and scripts even incorporated into CRM systems.
Why dynamic agent scripting ?
Dynamic agent scripting is different not only in the sense of traditional means. Like the word the script is dynamic as in evolving, up-to-date in nature. Before we jump into why dynamic agent scripting let us identify and discuss problems associated with call center scripting.
3 Challenges with Dynamic agent scripting
1. Less Engagement
When the script is too lengthy, with unfamiliar words then customers will lose interest in the call and focus on only solving their problem. Now what is the problem with this?
While this is a great way for the customer to focus, it might reflect poorly on your brand. Scripts that are too long and not customized, it gives bot-like behaviour and the customer doesn’t feel as valued when compared to a bit more engaging script.
2. No adaptability
If the script is rigid and boring then there can be no improvement or updating with the service. Sometimes even causing misinformation to pass on. This could be a severe dent especially if traditional scripts are used.
Even with scripts in the system, agents need to be updated about minor changes. The process without the right tools makes it incredibly hard to adapt .This might hinder the agents work ability as well.
3. No personalisation
Customers are different and like to be treated with an added touch of personalisation or a minimum of a natural flowing script .When everything sounds generic, brand value in customers’ minds decreases.
What is the need for dynamic agent scripting?
While agent scripting is established to be the utmost important guideline for customers, a well-defined and guiding structure that a dynamic script can provide is important to solve it within less than the usual time while also providing quality and consistency in service.
How to create a dynamic script?
A dynamic script works best when integrated with CRM tools to bring out the best abilities in answering a customer’s question while being well informed about basic information the customer has already given to the company.
Tools like decision trees help make dynamic scripts with no- code necessary. Now, this is a script that helps make an informed decision, solves queries, and in very little time. Decision trees usually need a log of planning and articulation. To execute the script is another challenge.
3 Reasons why you should create a dynamic script using decision trees :
1. Updated information
Information is usually not updated in real time but using decision trees software like Knowmax’s makes it incredibly easy to see stats real time.
2. No room for error
Making simple errors can become grave mistakes for the brand’s future. Enabling software that helps with dynamic scripting means no room for error.
3. Well defined
To be thorough throughput and talk about the related information to the customer is something to pay keen attention to. Dynamic scripts are necessary to maintain a well-defined structure.
5 Benefits of dynamic agent scripting software
1. Real time reports
Evaluating performance is one of the most important aspects of evaluating the success of a script used for a call. Usually it takes a lot of time to reflect on the results and it might be too late by the time changes are made.
Dynamic scripting tools not only help create scripts but also help you track the results of how well a script is doing. What needs to be changed in the script can be done immediately as the results of how well a script works are updated immediately.
2. Qualifying leads
Sometimes time on calls is wasted collecting information on calls to get to the actual problem. Dynamic agent scripting tools combined with CRM system integration can eliminate unnecessary extra talk. This means the information collected tells the agent whether the customer qualifies for a certain query asked.
3. Reduced error and risk
All information given to customers is extremely crucial and important. Even one single mistake made could cost the company a customer. With dynamic agent scripting software the risk of an agent making an error during call is minimized.
This is because the software allows for maximum precision in making the script and resolution within a few seconds. There are features available to attach files and other media to explain the most with correct details and in less time.
4. Flow of call
When answering a call the agent isn’t just someone answering the call but also someone representing the brand on the front line to the customers. This means that responding to customers in the same manner and maintaining consistency is important
Dynamic scripting tools help maintain the same flow of conversation through different calls and maintain brand image .This means that agents won’t go off the script often and stay on relevant fouc points throughout different calls handled.