Scripts or No Scripts? Finding the Right Balance in Call Handling
Ever wonder if using a script for customer calls is a good idea or not? It's a common question. On one hand, scripts can help make sure everyone says the right things and keeps things consistent. But on the other hand, nobody wants to sound like a robot, right? This article, "Scripts or No Scripts? Finding the Right Balance in Call Handling," dives into how to use scripts effectively so your calls are smooth, helpful, and still sound like a real person is talking. Key Takeaways Well-made call scripts help agents be consistent and answer questions quickly, which means happier customers. Scripts should sound natural, like a normal chat, not like someone just reading off a paper. They should also cover different situations and not be too long or confusing. Good scripts are flexible. Agents should be able to adjust what they say, and scripts should be updated with new customer info. Scripts can help solve problems on the first call by guiding agents and making sure they...