Here are my 10 tips to writing Call Center scripts:

1. Never have more than 2 – 3 sentences in a paragraph to avoid mechanical sounding.
2. Prioritize your relevant information.
3. Have agents present themselves as consultative with the words you choose them.
4. Find a way to ask customers what is most important to them, all customers appreciate the concern.
5. Use questions to proactively build relationships with customers.
6. Depending on your goals, include a follow-up plan or review account status before end of call.
7. Establish your thresholds for QA; Dead-Air Time, how far an agent can steer-away from script, etc.
8. Make greetings and closings short; Identify the brand, introduce yourself and understand issue at hand.
9. Use Ownership Statements to confirm assistance; For example, I can help you with that.
10. Know your IVR.  If at all possible, avoid repeating asking for information that has already been inputted.  It is a big annoyance for customers.

Last, but certainly not least, consider creating a theme for your Call Center.  For example, “Be the Best” is a motto that can be integrated in everything that you do.  Trainings, team meetings, 1-on-1 reviews, etc. can all incorporate “Be the Best.”  It is a expectation that is known and supported by your entire Call Center.

May 2009 be the year to shine! These are fast-changing, unprecedented times and Instructional Lab can help you retain and motivate your current employees and/or clients through training and development. An investment in your relationship with them sends a powerful message. It shows that you value them.

Training motivates people and encourages them to remain with their employers. It is worth remembering too that an economic downturn will not necessarily discourage the best employees looking around to further their careers elsewhere. Staff motivated by a commitment to their professional development in their current position should be less likely to stray.

Training and development for your clients will help reinforce your value proposition.  It is important to do this NOW because cutting back on skills development will be problematic for your organizations long-term sustainability.

Instructional Lab offers a series of solutions for your training and development needs.  Job Aids, Webinars, Self-Paced Learning, Instructor-Led Training and E-Learning can be quickly designed to bridge the gap between your expected performance and actual performance. 

For a FREE consultation, contact Samantha Kitover at slk@instructionallab.com or 312-285-5563