Communication scripts in the call center. Complete script for a call center for an online store. Strict adherence to the script
Magazine "Call center helper"
Are your scripts depressing your clients?
Scripts can be in a simple way get operators to say the right things in right time. But they can also depress customers. If your scripts are guilty of one of the seven deadly sins listed below, then it may be time to rewrite them.
1. Scripts can be too long
Avoiding long scripts is critical to preventing your customers from being overwhelmed. By the time the operator has successfully completed an order or service, the customer is ready for upsells. Effective scripts can guide your operators through best offers increase sales for this client.
At the same time, operators should hold off on key product benefits until the end of the presentation. This allows the operator to appeal to the customer's emotional need for the product and close the upsell at the highest possible value.
2. Trying to do more than is possible with scripts
Scripts are useful for tier 1 call handling, where support is less complex, and where you have a better opportunity to introduce new customers to a full range of products.
Scripts for more complex levels—call levels 2 and 3—can have a disastrous impact on the customer experience.
New operators, processing 1st level calls, extract maximum benefit from scripts and call flows as they learn to navigate calls for the first time, and find their approach to customer service and sales.
As agents become more experienced, they can be given some freedom in their language and sales approach based on each customer's needs.
Rigorous testing of new scripts with control groups, regular monitoring of operator calls and focus groups with the best operators, will also lead to the most successful results for your scripts.
Leslie Hafer, Director of Program Management, Convergys (www.convergys.com)
3. Scripts that are too obviously scripts
In order for employees to feel confident when calling, they need scripts as a backup to either initiate a conversation or deal with unexpected turns in the conversation.
The problem occurs when the client can detect the script. How to avoid this situation? Offer your employees mini-scripts and customer service training. Mini-scripts give employees possible conversation directions, but do not show the exact answer. Precise answers are a clear sign that your employees have no idea what they are talking about.
Training ensures your employees know how to steer conversations in the right direction.
Sarah Hedaiti, Customer Experience Specialist, Impact Learning Systems (www.impactlearning.com)
4. Lack of general assessment of the script's performance
Taking the question of the extent of scripts out of the way, it is important that call patterns are regularly assessed.
Traditionally, call structure has been assessed in terms of average handle time (AHT) and call management. At our center, we call this a “Plan B” approach, where we have made adjustments to improve the customer experience when there is an unexpected influx of calls.
This approach attempts to reduce the call to the most important call needed to reduce AHT overall while maintaining the customer experience. He may simply replace some open questions with closed ones, or separate out some pieces of irrelevant data.
More interesting is the idea of the "Plan A+" approach, which attempts to determine key drivers for clients and aligns them with the perfect call guide to provide top scores. This approach has been used in outbound sales for many years, because the structure of calls there is easier to predict.
At a basic level, we listen to customer feedback about their satisfaction and feedback with operators in focus groups and meetings, and also continually review the building blocks of calls, the order in which everything is done, how queues and transfers are handled, phrases that are used, and the opening and closing of a call.
Paul Miller, Deputy Director - Contact - Centers, Prolog (www.prolog.uk.com)
5. Strict adherence to the script
What makes someone more likely to buy? Reading a series of clumsy statements, without any beliefs or feelings, is unlikely to help. Most likely, the client will buy if he has some kind of contact with the operator.
First, the scripts should be renamed call guides. Secondly, let's support the needs of the business with training and knowledge, and thirdly, let's do it from the customer's point of view, not from the business's point of view. Of course, scripts are needed, not as a prescriptive nature of the dialogue, but as a guide and route to allow operators to do their job, engage the client and achieve their goals.
Siobhain Goodall - Business Development Director - Outsourcing, MPL Systems (www.mplsystems.co.uk)
6. Scripts that only interfere with operators
In telemarketing, establishing contact with the customer is vital to closing the sale. The script only hinders this and serves to make the customer feel unimportant, like they are just a number on a sales sheet. Opting for a looser presentation structure allows the operator to know what to say to the client to close the deal, on time, making him feel like the product was created especially for him!
Of course, certain rules must be followed, and some things must be read verbatim to the caller. In such cases, our operators, as a rule, warn the subscriber that a series of statements will now be read out.
Gemma Leighton, Account Manager, RSVP (www.rsvp.co.uk)
7. Inability of the operator to present information from the script
There needs to be more focus on how statements represent information from scripts, because in my experience any script can be made to work. I don't think there is a specific type of script that people should stick to or that works in every situation.
It all depends on how you present information and how much attention and feedback your operators receive. I am confident that any script given to me, be it for sales or an outbound campaign, I will make it work in a way that I can present to the client.
Andrea Haralambides, Training Manager, Call Britania (www.callbritannia.com)
Answering customers on the phone is a skill, especially when responding to a complaint. But before you move on to “forbidden” phrases for a call center operator, you need to think and make sure that you (or your subordinates) have chosen the right profession. Sometimes no rules or knowledge can save you from the desire to be sarcastic to the client...
Well, for those who sincerely want to improve their skills in conducting dialogue with “difficult” clients, the top 15 phrases that irritate:
1. I don't know...
The standard reaction: “So why are you sitting there then?” Therefore, prepare a couple of alternative phrases.
For example:
Is it convenient for you to wait a minute while I clarify the question?
2. I can’t promise anything...
Sounds reassuring. It seems that you have no intention or interest in helping the client. Need to rephrase.
For example:
I will do my best to resolve your issue.
3. We'll sort this out...
Sounds vague. The client gets the impression that they want to get rid of him. Instead, state exactly what you are going to do and set a time frame.
For example:
I need to look into some things in more detail. I'll call you back today at two.
4. You must...
It sounds quite harsh and drives the subscriber into a corner. It is better to replace the word “must” with “necessary”. But on by and large the thought should be clothed in a softer form.
For example:
In order for me to resolve your issue as quickly as possible, you can, for your part...
5. You are wrong...
Forget this phrase as such, there are many ways to get around it, and at the same time show the client that there is another way to look at the situation.
For example:
Yes, I agree with you, there is such an opinion, and at the same time...
6. Are you sure?
Of course he's sure. Even if you are not sure, it is difficult to admit it, so do not force the client to say it out loud. Try to help him remember the necessary information.
For example:
Let's recap so I can make sure we've got everything covered.
7. I'm sorry, but no....
There is nothing worse than the word “no”. When the client hears him, he instantly “switches off” from the conversation. Use synonyms, while offering other options for solving the problem.
For example:
We do not provide such services, but we can offer the following...
8. I can’t help you...
There is always something to help the client, even just to listen and understand.
For example:
I understand your frustration/Yes, it’s really unpleasant. How can I help you?
9. Let me correct you/explain you again...
The client gets the impression that he is considered not smart enough. Such formulations automatically cause negativity. But if you are not afraid to take the blame on yourself, he will appreciate it.
For example:
I should have explained this question to you, my omission.
10. It seems you didn’t understand me...
By doing this, you seem to be trying to shift the blame onto the client, again pointing out his incompetence. Such a response will only heat up the atmosphere and will not contribute in any way to solving the problem. Instead, try to assume that you yourself misunderstood some information.
For example:
It seems I didn’t fully understand your request, let’s clarify...
11. This question is not within my competence...
If this is really the case, quickly transfer the call to someone who is in control of the situation or promise to clarify the issue by a certain date.
For example:
I cannot answer your question, but my supervisor will be happy to help you. Let me connect you? / To resolve this issue, I need to contact... Can I call you back in an hour?
12. Sorry, sorry, sorry...
If you really made a mistake, do not overuse apologies; it is better to offer specific ways to solve the problem.
For example: We apologize for the current situation. Don't worry, we'll fix everything.
13. I have a 2nd line, could you “hang”?
The client is the center of the Universe, or at least that’s how he should feel. And with such phrases he will feel unimportant. If you need a distraction, explain to the client that this need is dictated by the desire to quickly and effectively solve his problem.
For example:
If you don’t mind, hang on the line while I resolve your issue.
14. We do not have information about your account...
This is a catastrophe. The client experiences a feeling of powerlessness mixed with irritation and anger. Let him know that you are not leaving him.
For example:
You may have indicated a different phone/email during registration. While I'm looking for your account, please tell me how I can help you.
15. I'm telling you...
In fact, when a client repeats a question or complaint over and over again, this does not mean that he did not understand or hear you. Almost always, this means that he is not satisfied with the answer he received. Therefore, try to rephrase the answer in a way that satisfies/convinces the client. Or the client is very hurt by a certain situation, then you need to share his indignation with him, and again convince him that the problem will be solved.
What should a call center operator remember?
This is not a personal insult
The client expresses dissatisfaction with the company, not with you personally. Don't get upset, and especially don't get annoyed.
Thank you for your complaint
You will immediately put the client in a friendly mood if you thank him for his complaint. Many clients are accustomed to feeling like a stick in the wheel, a misunderstanding that promises problems... And you - say thank you: for the fact that the client pointed out a weak link in the work, for noticing a breakdown, etc.
Be kind
Be humane, show concern. Sometimes you can tell a joke, if appropriate.
Sometimes it's better to end the conversation
If you are threatened, insulted, or simply harassed, politely end the conversation. There is a good joke about this:
Client: - The client is always right!
Operator: - You know, we discussed it and decided that you are not really a client...
(93.33%) 3 votes
Request:
“Colleagues, greetings! I ask you to conduct an audit on the proposed version of the conversation module for the call-center, which works around the clock as part of the leader in providing communication services for television purposes cable broadcasting in the city of Ulan-Ude, and in the field of providing “Internet access”, BIKS+ LLC is among the leading operators in the Republic of Buryatia.
Thank you in advance!
If you have any questions, please contact us!
Request:
We were sent a recording for audit telephone conversation one of the employees of the Ryazan branch of the federal bank (Viktor) - with a potential client (Anna). The role of the client is a “mystery shopper”. For the Master Class, the recording has been truncated and “legal details” have been omitted.
Request:
“Colleagues, good day!
I present speech modules for your consideration.
A little about our organization. Our Call Center is designed to inform individuals and legal entities about government and municipal services provided by executive authorities and bodies local government in order to improve the quality and accessibility of public services.
The call center is at the stage of formation. The speech modules cover the following situations:
Nowadays, heads of sales departments often come to us with a request to systematize all the experience that the company has accumulated in working with clients and to collect all valuable solutions, speech modules, and “tricks” into one Book of Sales Scenarios or Corporate Sales Algorithm. At the beginning of work, we always formulate a plan for such a Book, write down all the content blocks, adapting them to the specifics of the company’s product and taking into account the company’s “reaching out to the client” mechanism.
Professional operator The call center quickly resolves typical situations and flexibly approaches non-standard customer questions. Have you ever talked to an operator who stuttered from excitement, was nervous, arrogant, arrogant or indifferent?
The reason is that it is difficult for Call Center employees to manage a conversation with a client and maintain composure in a conflict if they have to come up with an answer “from scratch” literally ON THE WALK for each phrase the client says. The result is uncertainty or aggression in the voice, breaking contact with the client, illiterate work and... the client’s bad impression of the company as a whole.
Using corporate speech modules, your Call Center receives undeniable advantage: it begins to work as a single integral “organism”. As a result, the quality of service increases several times. Your clients will not want to part with a company where the work is streamlined and the employees focus exclusively on the interests of their clients.
Block “Speech modules for Call center" includes:
1. Greeting and ending the conversation.
2. 2-3 variants of speech modules for each of 15 - 20 typical and non-standard situations in working with clients' clients.
3. Preparation of speech modules for working with customer complaints.
4. Development of speech modules for working with customer complaints.
5. Algorithm for dealing with conflicts.
6. List STOP phrases, prohibited or not recommended for use in dialogue with the client, and a list of effective “substitutions”.
7. 3 - 4 dialogues as an example of how to use speech modules in the context of a real conversation with a client.
What are you paying for?
- Speech modules for Call Center are your contribution to customer retention and stable client base. Quality of service and after-sales support are one of the key criteria by which buyers now choose services, products and the company that provides them.
- Your Call Center operates on uniform standards quality.
- Newcomers quickly get involved in the work, because they have a clear guideline for talking with the client.
- Your operators and managers will have great tool in order to avoid conflict situations and quickly resolve customer complaints.
- Employees will stop asking their manager the same thing 10 times a day, because now everyone will have several options for answering most of the standard and non-standard requests from clients.
NOTE!!!
We do not send standard speech modules, you can find them on our website at open access V
When developing speech modules, we not only take into account the specifics of your business and product, we create speech blocks that will be used only by your managers and operators.
We analyze specifically those requests that clients regularly contact your Call Center with. Therefore, the answers are compiled specifically for your employees, so that they can answer the client’s question by simply reproducing the finished module and using it flexibly and creatively depending on the situation.
FOR FREE!
Speech modules are assistant phrases that are effective in negotiations, sales and customer service. We develop speech modules for the most important and complex stages of working with a client, as well as in a complex for sales and service.
Forewarned is forearmed.
Which sales stage is the most slippery? Of course, working with objections. Sometimes the sale begins with them, and not at all with establishing contact.
Do you want managers and salespeople to not “slip and fall” in the same place? To do this, we develop multiple response options for every objection your employees face. Having competent arguments in their arsenal, managers are not afraid of objections and answer “to the point.” And the percentage of successful transactions is growing.
Regular customers and high quality service.
What phrases and words will help your managers remove the client’s negativity and convince him to act according to the regulations? How to ensure that managers do not provoke conflicts themselves and easily get out of the most difficult situations without resorting to the help of management?
It is for these purposes that we compose speech modules for working with customer complaints and conflict situations.
ABOUT from a cold call to money in the account
It is known that when there is no personal contact, the role of words in negotiations increases several times. Therefore, unclear arguments, inappropriate questions or doubts in the seller's voice pose a real danger to the transaction. And, conversely, when salespeople have phrases in their arsenal to start a conversation with an interlocutor of any rank, well-developed clear arguments, and questions to “seize the initiative,” the conversation is easily directed in the right direction. And the number of successful transactions is increasing!
What do Call Center clients value most? Fast decision their requests, competent advice, politeness, interest and individual approach. Moreover, all operators should have this approach to the client, no matter who was reached first. How to ensure this? Using uniform corporate standards, 90% of which are speech modules. And to prevent operators from turning into robots, we offer several wording options for each situation.
All speech modules are designed in accordance with the corporate style of your company. Additionally, we can provide a free template of the Regulations and Orders for the implementation of speech modules as basic corporate standards.
Corporate Sales Book (Sales Script Book) is an algorithm for working with a client from the first call to signing the contract and implementing its terms. It is a document containing practical solutions for standard and non-standard situations that arise for a manager (seller) when working with a client.
The book contains descriptions of situations, objections that may arise potential client, as well as recommended behavior strategies in a given situation, speech modules, answers to client questions, rules of behavior in difficult (conflict) situations.
FOR FREE!
If you'd like our opinion on the speech modules your employees are currently using, check out our free service
____________________ The last notes in Master class ____________________
Request:
Good afternoon I accidentally found your site on the Internet, and I hope you can help me. The company is engaged in cargo transportation; there are standards for communication with clients that are carried out in bad faith by the company’s employees.
I would like to evaluate the existing speech modules from a professional point of view and receive your recommendations regarding their revision.
Thank you in advance for your cooperation. Best regards, Olga.
1. A client who raises his voice and swears.
Invite the angry Client to go to a quieter place: -
- If you don’t mind, let me go with you to a quieter place.
Recently I received a letter in the text of which there was a seemingly innocent phrase: “And you also promised me...”. Usually it is not included with basic list stop phrases, do not focus attention on it. However, it often occurs in the process of negotiations in the b2b sphere, for example, when information is exchanged during the making of a purchasing decision or already in the process of customer service.
When a client says, “You promised me,” this is a signal to us that the situation is becoming tense. The person makes it clear that we did not fulfill what we promised, worries that we have forgotten about it, and begins to doubt our commitment. Sometimes this is a tiny and yet the first step towards losing the client’s trust. An experienced specialist will not miss such a signal and will respond immediately. You can apologize, make it clear that we remember our promise and are just preparing a proposal, documents, etc.
It doesn’t matter whether we are talking about processing incoming leads or technical support for existing customers - the call center is the special forces of your business that works on the front line. A lot depends on the approach and technology of work of this department, for example loyalty target audience and of course sales.
Paradoxically, the interaction of customers with your call center (here should be understood as technical support) is most likely very standardized, despite the fact that the call center bears the main burden of communicating with users.
Everyone is familiar with this dialogue:
- I have a problem!
- Now let's try to deal with her.
At the same time, by letting the client understand that he is not “another whiner number 100500” in the system, and his appeal to your employee is truly important, you can significantly exceed consumer expectations, increasing their loyalty. In telephone and remote communication, the tone and ability of the support employee to choose the right words play an extremely important role.
Try some reliable call script formulas and you will immediately feel the difference in increasing your sales.
“Is there anything else I can help you with?”
A call center operator who listens to customer dissatisfaction every day has no idea how he can be embarrassed to say something, and this is exactly how 96% of those calling the support service behave when they hush up the details of a problem that worries them. Many people don't want to seem intrusive or don't believe that someone really wants to help them figure things out.
The conversation with the client ends only when his problem is completely resolved and he is satisfied. Closing a call is similar to closing a sale, meaning if you don't close, you haven't sold. Always strive to ask a question like this: “Is there anything else I can do to help you?”
Bad idea: The worst type of “closure” is no closure. Even a simple phrase, “Is everything okay now?” better than nothing.
“I apologize for the inconvenience caused.”
A very controversial way to express your sympathy is to imagine your client is furious and not just “inconvenienced.” Let's say that money was debited from his account twice, the delivery of the goods was late and, to top it off, the delivery address was mixed up, so can the emotions with which he calls be called an inconvenience?
It is important to take a balanced approach to the form of expressing an apology, and if we're talking about about the delivery of a gift, for example, call the situation as it is, the phrase “On behalf of the company, allow me to apologize for ruining the holiday” is suitable here.
Bad idea: When calling the situation as it is, adhere to normative vocabulary. There are people who can take it personally.
“This is beyond my area of expertise.”
Some customers perceive the service technical support as online counseling and may require exceptional attention. In some cases, it is necessary to cool their ardor and... refuse help, but how appropriate is this to be done?
A short “No” may seem too harsh. It is necessary to firmly and confidently reorient a person to independent work with online directories or suggest contacting search engine. Ideal option: “As much as I want to help, your request is beyond my competence. You can refer to the manual on our website and find answers to your questions.”
Bad idea: The worst option is to say “Honestly...” in a rejection situation. You run the risk of hearing “Wait, did you lie to me the entire previous hour?” Equally, you should not refer to the fact that by responding to a person’s request, you are violating company policy; this is close to corporate slang.
“Thank you for your question, are you willing to wait on the line while I clarify the relevant information?”
Not knowing the answer does not exempt you from working in the support service, and answering the user “I don’t know” is perhaps the most common operator nightmare. The most important thing here is not to make excuses, but to direct the conversation in a constructive direction. It's a rare type of person who won't give you a couple of minutes to find the right answer for them, and believe me, people of this rare type will never be completely satisfied with your work.
Bad idea: You should not use words that symbolize uncertainty, for example, “if I remember correctly,” “maybe,” “I’m almost sure.” Don't speculate, just help the client, even if it takes more time.
"Very nice"
Not a phrase for a call center, but a normal practice of talking with people, unless you are a malicious misanthrope or a robot. It can be very difficult to suspect a person in a support service operator; there are no more such guys than fingers on a hand, so whenever the buyer initially uses an informal tone of communication, support him.
For example, a client calls you and says:
— Good afternoon, my name is Sergey. Guys, I read your blog and I think what you do is wonderful! I wanted to know more about the possibility of integration with your portal.
In most cases you will hear this answer.
— Sergey, regarding integration, we offer the following solutions...
What does it cost to engage a loyal customer in a conversation about your products? Just a couple of phrases that for some reason seem superfluous to many.
Compare:
— Sergey, hello, we are also very pleased. Glad to hear from you positive feedback about our blog, we try to be useful to our readers. I will tell you more about the product you are interested in. Our immediate integration plans will concern...
Bad idea: don't be silent and don't be sullen. Characters like Sergei from our example are not so rare.
If a person is going to cooperate with your company, take the time to once again demonstrate that it employs competent professionals interested in their business.
“Please tell us in more detail why you think so”
The opportunity to give feedback attracts many people who are critical of literally everything. Support services sometimes have to respond to such critics, and here it is important not to turn communication into a scandal, maintaining a professional attitude. The most neutral option would be “Please, tell us in more detail why you think so.”
No matter how perfect your company’s product is, there will always be those who are dissatisfied with it, but the right words will help increase the loyalty of any customers and the professional level of your support service.
Specialists call center « Digital technologies“Before starting to call clients, they carefully work out the conversation script for operators.
Each scenario is aimed at a specific group of clients (sales, survey, informational call, etc.).
Thanks to a ready-made conversation script, it is convenient and easy for operators to communicate with the client; the script helps to competently build a dialogue with the client and quickly achieve the desired result.
A frequently asked question to our sales managers: “How can I get past the secretary during a call and reach the decision maker?”
We offer ready script passing the secretary.
Scenario #1:
1. Good afternoon! My name is (operator name), company “________________”. Connect with the manager, please!
2. Regarding the question _________________________________!
3. (Operator name). Connect please!
SECRETARY: - Which company?
4. Company "______________________", please switch!
Scenario #2:
1. Good afternoon! Connect with the manager, please!
SECRETARY: - On what issue?
2. Regarding the question _________________________
SECRETARY: - More details, please...
3. Regarding the question _____________________________________!
SECRETARY: How can I introduce you?
4. (Operator name). Connect please!
SECRETARY: - Which company?
5. Company "___________________", please switch!
Option No. 2: take the secretary as an ally (if Option No. 1 did not work)
1. Tell me, how can I contact you?
SECRETARY: - Tatyana.
2. Tatyana, as a person who knows everything in the company, please tell me who else in your company deals with the issues of renting premises?
3. Tatyana, only you can help me. Please tell me,….
Options for clarifying questions for the guard:
— Tatyana, please tell me what is the name of your manager?
- Tatyana, please tell me at what time I can definitely catch him in place?
Dealing with secretary objections:
1. If the SECRETARY asks: “Did you agree?”
Answer: “We haven’t agreed on a time. Connect, please!
2. If the SECRETARY asks: “Do you want to offer us something?”
It is best not to answer this question directly, but to continue to say that “I am calling regarding the rental of premises. Connect with the manager!”
3. If the SECRETARY asks: “Are you working with us?”
You can answer that:
“We are starting to work with you, switch!”
“We have plans to start working with you. Connect, please!
SECRETARY: “We don’t need this!”
Possible answers:
“Please tell me, who in your company is authorized to resolve issues ________________________________________________? Pause. This means that you were not authorized to resolve these issues. Connect me to the manager, please!”
"I understood you. But perhaps your manager is planning to expand his company for additional profit. Connect me with him!
"Making a decision on this issue within your competence? Pause. Connect with the decision maker!”
SECRETARY: “Send the information by fax.”
Possible answers:
“I'll be happy to do it. But in order for me to send the information, I need to clarify it with your manager. Please connect me with him!”
“To prepare a commercial proposal, I need to clarify the calculation parameters. Connect!”
