Scripting can be used to guide agents through the flow of a customer conversation. It enables the agent to drive the dialog with the customer, and ensures that the agent is able to complete a customer interaction to the company's - and the customer's - satisfaction. A script helps agents to respond to a caller's requirements, and prompts them to ask - and obtain answers to - additional questions that will enable a company to deliver a higher level of customer satisfaction.
A robust scripting application also provides the ability to access any customer information appropriate to the call - sometimes acquiring the data from multiple databases - and display it in a format that is easy for the agent to understand. It also provides the ability to update customer information, or to collect new data that can help the company to provide superlative customer service.
Scripting in a contact center provides a number of benefits:
- Customer Relationship Management. Scripting helps to deliver a consistent quality of customer experience, each and every time a customer makes contact, regardless of which agent handles the call. Scripting also provides an easy and efficient way to collect additional customer information that can not only help ensure the customer's satisfaction on that call, but also enable you to enhance the overall relationship with the customer.
- Increased Agent Productivity. Because all of the customer information that an agent needs is presented in a clear, concise format - no toggling through multiple data screens! - agents can complete the customer transaction more quickly. Scripting also provides talking points for agents, so that they know what to say and when to say it.
- Reduced Agent Training Time. Many agents in your contact center have multiple skill sets, to handle different types of calls - order placement, customer service, billing, and so on. Each type of call typically needs to be handled slightly differently. A script can walk an agent through different types of customer transactions with minimal training, because the script provides access to the correct data to handle the call, and guides the agent through the call flow steps. And, because the script also can provide instructional information on handling the call, scripting can enable a contact center to overflow calls to less skilled back-up agent groups more effectively during peak calling periods.
- Enhanced Agent Effectiveness. Customers want to have their needs met the first time they contact your company - they don't want to be told to call another number, or to be transferred to another department, or to wait for a callback. Because a script can pull together information from a number of different databases, agents can be provided with all of the information that they need to handle the customer contact immediately.
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