Contact Centre Scripting
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The term ‘call centre script’ conjures up visions of insincere automatons reading verbatim from a prepared onscreen script. Our approach however, is very different. Our staff are trained to naturally interact with callers and allow conversations to flow more freely. Of course, prompts are required, so we build a bespoke call handling template for each of our clients, which encapsulates different scenarios that are likely to arise during a typical call.
The process of creating script template begins with understanding in depth, the nature of our client’s business and from this we can start to design our messaging around their customer’s journey. Our scripts enable our advisers to give an appropriate response to any enquiry and to maintain consistency with our client’s overarching brand message. Thus creating genuine integration into their operations.