Whether you are new hired or a seasoned agent in the industry, call center agents in the Philippines are obliged to use scripts. This plays a big part in every call because one conversation can affect customer’s satisfaction and even loyalty.
While scripts are carefully worded with legal considerations, customer support, and efficiency in mind, they tend to make agents sound rather robotic and insincere. These are two qualities that can be counterproductive to a call center agent's goals to empathize with customers and earn their trust. So should you require your agents to strictly follow a script during call?
Yes- It provides consistency during calls
One advantage of using scripts work is the fact that it maintains company standards. Even if customers call more than once, they will receive similar responses. Since they don't have to construct explanations themselves on the fly, agents have the confidence to speak to the person on the other line without stammering.
Scripts also prevent customer service agents from making unnecessary comments and sharing confidential information of the company. Keeping them confined to a single flow of conversation ensures that the right messages are delivered within the standards of the business, and issues are resolved promptly.
No- Static scripts lessen interaction
Some agents have the tendency to rely too much on scripts. This, unfortunately, lessens the emotional impact to customers, making the entire conversation plain and dull. They want human empathy and someone whose voice can be caring enough to listen to their concerns. Reading the script word for word does not give the chance for actual communication to happen and leaves little or no opportunities for the agent to build rapport with the customer.
Should the callers segue into other topics, agents are forced to rely on a script's limited options which can derail the conversation flow and prolong the issue resolution process.
Conclusion
A pre-approved script can be restrictive, obstructing the natural flow of conversations. On the other hand, they have proven to be very beneficial for a call center, ensuring that call flows are designed to keep conversations to the point and that issues are quickly addressed.
With these in consideration in mind, companies can still use scripts and keep a balanced customer service experience for their callers that offers accuracy and consistency.
In order to use scripts effectively without sounding like an IVR system's voice prompt, companies must avoid giving too stilted spiels that compromise effective communication. Agents should be allowed to go off-script when the situation calls for it. Additionally, the script should be reviewed and tweaked every few months to make it sound more sympathetic.