Call centre services are bifurcated in two different categories i.e. Inbound call centre services and Outbound call centre services.
Each call centre faces different types of customers, it could be soft in behaviour, rude in behaviour or confused in behaviour.
Therefore, it is a quite high possibility that each customer might need a different way to get addressed.
In order to please the customer, the script spoken by call centre executive plays a dominant role in deciding the factor, whether with the sale is going to be closed or left open.
In this article, we will know how to develop a call centre script that could please the customer with the least required inputs.
Let’s dive in!
Why Customer Script is Important for Converting the Sales?
It is often said that preaching one on phone call following the call centre script may sound robotic and deflate the interest of the customer in an ongoing call.
But have you ever wondered why still each call centre executive is trained with how to speak to the customer in its training session…
It’s because, no matter how hard you try to avoid the specific script, it is commendable to plan the things to be spoken in a defined manner rather than getting clueless in between the call.
According to Call Centre Helper, it is found that the percentage of call centre using script has raised from 48.3% to 52.7% in recent years.
Therefore, the motive to prepare the interactive script for inbound call centre services and outbound call centre services is to handle the customer in a well-framed manner.
If in the course, you find that your call centre executives are inefficient in carrying out the operations of conducting the calls smoothly, you can look for help from third-party resources like an Indian, Australian, US or UK call centres.
Key Pointers for Developing Amazing Script
Call centre script plays a major role in retaining the customer if they successfully find a satisfactory resolution and develop a sense of trust through the call for the brand and its services.
It is considered that the script has created its magic over the customer.
You must have often heard of comments that the XYZ call centre executive is earning a lot of perks and benefits due to its sales conversion technique.
But have you ever wondered how exactly he is doing the same? The answer is encapsulating given key pointers in his script to attract more of the customer.
1. Avoid Writing Scripted Information
We all know that the customers do hate clearly scripted information and the tone of robotics speech.
Therefore, the call centre executive, responsible for delivering inbound call centre services or outbound call centre services must avoid writing the script in a monotonous manner.
Generally, the Indian call centre and Australian call centre are seemed to gather recognition for their commendable approach to generate interest in the customer’s mind within the span of the phone call.
If you practising for writing a script depicting the natural tone, you should consider of avoiding the statements like, ‘You are a precious customer’ or ‘I will like to help you again’ etc., as the customer must already have heard these lines and sentences over millions of times.
2. Answer the Queries that Customer Actually Wants to Hear
Developing the method script can help the call centre executive in understanding the approach to crack the sales from the customer.
If you are designing a script for inbound call centre services, you must keep the following points in mind.
- The customer already knows who you are.
- You already know the USP, as the customer has called you for getting the light on a specific purpose.
- You have a chance to convert sales right at the moment.
Therefore, ‘Avoid explaining the product and services your organization sale’ or ‘Where are you speaking from’.
Answering queries, the customer is looking for may help you in generating a sense of trust in the customer’s mind, that can act as in your favour with sales conversion.
3. Be Clear About How to Pitch a Customer
If you are handling an inbound call centre, it is quite a high possibility that customers may have their own set of issues and queries related to your product and services.
Therefore, if you just start blabbering without giving the thought to his query.
It is possible that the customer may lose interest in your words and cut the call in between leading to a hike in call abandonment rate.
Therefore, wait for a moment before you start explaining the list of your other subsequent products and services in the business list.
Once the customer is done with explaining his issues and getting a proper resolution for the same, you can offer a statement with the sweet gesture about how you can help the customer in more ways, through your products and services.
If the call has smoothly ended, the customer will automatically pay attention to what you are explaining to him that would likely increase the chances of turning the customer on the phone call in perfect customer for next sale.
All we can say, call centre script plays an important role in converting a hot lead into a potential customer.
The Indian, Australian, US and UK call centres are already practising over the key pointers needed to frame the script in the right manner so that no stone remains unhurt when expecting to drive results from inbound call centre and outbound call centre.