In order to increase the efficiency of scripts:
Consult with operators
Effective scripts differ from ineffective scripts in that they are designed with feedback from employees in mind. In contact centers, operators interact with customers most frequently, so they are the sources of valuable information about customer preferences, questions, and objections.
Collect feedback from agents on a regular basis. This approach will provide a number of benefits: improved customer service, higher level of staff engagement and interest.
Review scripts regularly
To create working scripts, regularly review and update them in accordance with market trends and your company’s development vector.
Create a group chat
Implementation of a group chat will allow contact center employees to promptly receive supervisor’s advice in the process of dialog with the client. Besides, with the help of group chat supervisors will be able to notify operators about errors in conversation with subscribers.
It should be noted that the group chat has a disadvantage – there is a probability that it will be used for personal communication of the CC employees.
Use autocomplete customer data
Automatically entering customer data from CRM into the script will save operator hours. It will also save contact center employees from the need to repeatedly find out information that is already in the system: date of birth, initials, contact information.
Use intelligent scripts
Intelligent dialog forms will make communication with customers better and more flexible. The system automatically analyzes the entered data and determines which form to open next.
This approach is extremely effective when conducting surveys. For example, a subscriber has told the operator his age – 18 years old. The system will automatically avoid questions intended for an audience over 21.
Do not create frames of communication
Try to create guided dialogs rather than scripts. They are more responsive to customer needs and help ensure high levels of customer satisfaction. Scripts, on the contrary, create rigid boundaries and make communication with subscribers extremely limited and unnatural.
Give operators more freedom
Each conversation with a customer develops according to an individual scenario. Therefore, scripts will work more effectively if you give operators more freedom and flexibility in developing dialogs.
Use an automated online help system
A real-time dialog analysis and monitoring system can be a great complement or even a replacement for scripts. It connects to the conversation, and displays in the operator’s work application useful tips and solutions according to the topic, focus and development of the dialog.
This system makes communication with customers more flexible, qualitative and natural.
