For some, the phrase ‘call centre script’ can conjure up visions of drone, robotic-like operatives reading word for word from a generic screen day-in day-out.
At Aquarius, we are very different – our staff are, at all times, trained to engage with your callers so that the call flows naturally. They are not just regurgitating word for word what is in front of them.
Everyone needs prompts however. This is why we build, for each of our clients, a bespoke call handling template or ‘script’ which encapsulates every type of scenario they could encounter on a call whilst also storing every piece of information we need to possess in order to always maintain the perception we are working for our clients.
The process of call centre scripting actually starts with our customer. We provide a detailed ‘customer scoping document’ which allows our new client to scope out how they envisage the service working for them; what types of calls we are likely to receive and how these calls have to be handled; key personnel within their organisation and all the frequently asked questions our call handling operatives could be asked.
The best script must consider the customer’s journey; the customer should not have to adapt to our processes. This is important if we wish to build empathy.
This document arms us with a template in which to build the script our operatives will see when a call comes in. It is often a starting point that is added to as we begin to get more familiarity through handling calls.
Our scripts will enable our advisers to give an appropriate response to any given customer interaction and always prompt our staff to stay consistent with your company message – a true integration into your operations.