Call script - is it a key tool in professional customer service?

What is a chat script? Is it needed in professional customer service in the Call Center industry? How does the training process affect the appropriate use of scripts by consultants?

What is a chat script and how is it created?

A conversation script is nothing more than a conversation script with a client. It is a set of guidelines that consultants can use. The script is designed to facilitate the consultant's work and shorten the conversation time. It usually includes qualifying questions and suggested answers. The script helps in the detailed presentation of the offer and the subsequent finalization of the contract. An agenda for the conversation is essential, but it may vary in form.

When we have a properly constructed call script, it becomes an indispensable work tool in the Call Center industry. It facilitates customer service and shortens talk time.

What exactly the script will look like and what should be included in it largely depends on the partner whose project we support. It may be that the client will prepare a predetermined script and oblige us to use it during talks. On the other hand, we, as a company dealing with telephone customer service, after consultations with a partner, can prepare a conversation script for a specific project. There are many possibilities, we always try to cooperate with our partners in creating professional customer service in our company, even when it comes to the shape of the script.

Why is the script so important in customer service in the Call Center industry?

The script is a key tool in the consultant's work, as it significantly facilitates it and shortens the duration of the conversations. Thanks to it, employees do not have to think for a long time about what questions they should ask and what answers they should give. It also affects the image of professional customer service, thanks to it you can significantly organize the course of conversations and reduce the number of errors. It also reduces the risk of omitting significant issues raised during the conversation, and helps consultants to react appropriately when the situation on the handset starts to get complicated ... It is important that such a conversation plan also helps the consultant to focus on the topic of the conversation, they do not deviate from the topic they do not go into private matters. All these aspects are crucial in fast and efficient customer service.

We have 4 types of Call Center call scripts:

• A "literal" script - it is a predetermined set of sentences and formulas that make up the conversation that the consultant is obliged to conduct. He or she should use these guidelines throughout the interview. This is the least efficient form, because it is difficult to create a perfect script that can predict all possible conversation options. Often, it is also the least attractive for the person on the other end of the handset, because the recipient has the feeling of "speaking from a piece of paper".

• The "guide" script - like the "literal" script, also contains specific sentences/questions, but the consultant is not strictly obliged to follow these guidelines. It's more about getting the answer you want, rather than focusing on the individual words in the question.

• "Scenario" script - this is not a script in the classical sense, it is more of a set of guidelines. You could say it's more condensed script content called "guide". The "scenario" script allows you to talk freely, without too much emphasis on the form and guidelines. This is aimed at more experienced consultants who have quite a lot of knowledge in the field of the supported project. A very common solution on all kinds of service projects, where the consultant navigates through the thicket of problems of calling clients.

• The "contact plan" script - just like the "scenario" script, it is not a typical script, it is rather a set of several or a dozen conversation scenarios that may take place at different times. They are more of a link to the conversation than a predetermined example. It is addressed to consultants with extensive experience in the Call Center industry. ? tak samo jak skrypt ?scenariusz? nie jest to typowy skrypt, jest to raczej zestaw kilku, b?d? kilkunastu scenariuszy rozmów, które mog? mie? miejsce w ró?nym czasie. S? takim bardziej odno?nikiem do rozmowy, ni? z góry ustalonym przyk?adem. Skierowany jest on do konsultantów z du?ym do?wiadczeniem w bran?y Call Center.

Can the use of a script be risky?

Yes, especially when the consultant clings to the written text and cannot adapt it to the question asked. A conversation plan is essential in a Call Center, but unfortunately it can contribute to a decrease in the involvement and creativity of consultants. Working with one script for too long can cause the employee to get bored and learn the conversation plan by heart. This may result in unknowingly reciting the script, which will significantly reduce the quality of service. Through training and imitative and unprofessional reading of the conversation plan, the individual approach to the client is lost.

Is the script necessary?

It is worth introducing the script in call center companies. It gives many opportunities to conduct conversations in a controlled manner. It contributes significantly to improving the quality of customer service, facilitates conversations and shortens their time. These are key issues in professional customer service. However, it cannot be considered that this form of customer service is perfect and the only one. Each employee should also be trained in aspects that go beyond the script itself. If the consultant clings to the written text and cannot adapt it to the question asked. A conversation plan is essential in a Call Center, but unfortunately it can contribute to a decrease in the involvement and creativity of consultants. Working with one script for too long can cause the employee to get bored and learn the conversation plan by heart. This may result in unknowingly reciting the script, which will significantly reduce the quality of service. The consultant knows how to react properly in crisis and specific situations and acquire knowledge on how to deal with stress. Each conversation does not have to go exactly as it was prepared in the script, life writes different scenarios and even the best-laid plan may not always be applicable. Scripts should be used wisely and adapted to the specifics of the project.