1 to 1 Media recently tackled this issue head on, agreeing that a little bit of scripting can do quite a lot in the call center. The report explains, “Several organizations are still scripting their contact center conversations, either due to regulatory concerns or because they are worried agents will not say the right things to customers. While following a script ensures that an agent is passing on the exact message that the brand wants, heavily scripted conversations can put customers off by appearing too robotic and detached.”
As we mentioned, scripting usually becomes a problem as soon as it leads to a less personal experience, as also noted by 1 to 1. As Chad Forsyth, senior manager for business process outsourcing, customer operations management at Capgemini (News - Alert), a consulting technology firm, points out, scripting can quickly make the conversation feel robotic.
“A common fear that companies have when considering moving away from a scripting model is loss of control. In fact, there are instances when because of regulatory and legal concerns, companies cannot avoid scripting at least part of the conversation,” the report continues; however, when not considering the negative effects of heavily scripting, companies are inadvertently turning away from the very real customer perceptions of it.
By finding a nice balance between incorporating scripting when it’s most advantageous – such as for very basic, impersonal requests and such – as well as empowering and training your call center agents, you’ll find yourself in tiptop shape in no time.
1 to 1 offers the following tips when it comes to call center scripting:
Involve customer service experts when composing scripts Regularly test