Why You Need Call Center Scripts (& How to Use Them)
Think of it this way.
Your customers are your primary resource, right?
Well, it costs next to nothing to follow a good script, and the payoff is huge.
Today, we’re going to talk about:
4 Reasons You Need a Strong Script
5 Ways to Pick the Low Hanging Fruit With Your Script.
First, let’s cover the reasons:
1. So You Don’t Miss Out on a Good Chunk of Change
This is first and foremost. Without scripts, the opportunity costs pile up. And you lose money. More on that later.
2. To Maintain Good Relationships With Your Customers
The call center makes the first touch point for your company.
It’s their first impression of you, so it needs to be planned out – intentional.
Scripting is the best way to set expectations and show them how you listen, empathize, and put the customer first.
Some people would say that the most crucial relationship-building stage is when you’re there, providing the service. But if they aren’t treated properly from the get-go, they won’t even make it to that stage. So you could just as easily say that your script – which determines your first (and sometimes last) impression – is the most vital thing to get right.
Your script sets the tone for the rest of the relationship. When you empathize with your customers and make them feel heard, it becomes about them, which gets your customer relationship off to a strong start.
3. You Can Do More With Less
It’s the cheapest form of advertising out there. Like we mentioned before, the cost is minimal and the payoff is pretty outstanding. It’s never a bad idea to do more with less.
If you use scripts, you’re going to book more of those opportunities, increase your conversion rate, and decrease your cost per lead.
4. You’re Taking Advantage of Every Opportunity
Many people don’t pick the low hanging fruit because they’re afraid of doing it wrong. Said differently – they just want to do it right. Nothing wrong with that, but…
Paralysis by analysis can cost you. Developing and using scripts is one of those opportunities you shouldn’t miss out on just because you’re afraid of doing it wrong.
Now that we’ve covered the why, let’s nail down the how.
1. First, Manage the Process
Most people simply don’t manage the process. That’s the biggest problem by far.
It doesn’t have to be perfect. And believe me, when you first start, it won’t be.
But the key is failing until you succeed.
To improve your call center, you need to manage it. Have 1 on 1 coaching sessions, and group coaching sessions too. Focus on your KPI’s, and coach them to beat the company averages.
2. Use the Right Words
The difference between a good follow-up script and a bad one can be hundreds of thousands and even millions, so be careful with your script. But not using a script at all is the worst thing you can do.
You should have a strong value statement that shows the prospect why they need you. Not someone else – you. That value statement will help your CSR inject a nice little chunk about why you’re the best.
3. Don’t Make it Sound Like a Sales Call
Pretty self-explanatory. Don’t let people think they’re being sold to. They’ll feel like you’re taking advantage of them. Focus your script on their needs. Not what you need from them.
4. Follow Through
Have you ever spoken in public and found yourself rambling or forgetting important details because you’re nervous? Without scripts, it’s easy for your CSRs to communicate inefficiently or forget to say the most important things. Stick to the script. (I’m not saying they should read directly off a script by the way. That would come across as robotic and insincere at best. Have them memorize the script and use it in an organic, conversational manner.)
Your script helps reduce the margin of error, and that’ll be the difference between getting the sale and not.
Make sure they’re taking down all important information, including:
► Payment type
Make sure they’re giving important information:
► Do you want the customer to know that you accept all forms of payment?
► Are your CSRs mentioning that your tech/plumber/electrician will take payments there at the customer’s home?
That’s a big one.
It’ll decrease the likelihood of them saying “oh, just bill me,” which leads to people forgetting to pay or just… not paying.
When you deliver the dispatch fee matters. A lot.
If you use scripts, it’s always going to be after you’ve built the value.
If your CSRs give the dispatch fee before building the value, it’s not going to work.
Lastly, let’s talk about customer relationships.
5. Nurture Your Customers Relationships
Treat your customers right. We all know that one. But do you know what it actually means to treat them right? Most people stick to the bare minimum. They treat people with kindness, respect, and courtesy just to get what they need out of them. That’s not going to cut it.
Even though it’s the gazillionth time your CSR has heard about how somebody’s heating is out (or whatever the problem is), they need to be able to treat each time like it’s the first. The customer wants to be treated like a human.
And the secret sauce of sounding like you care is… (drum roll please)…
Or at very least, have your CSRs smile and try to care.
Most people can smell false sincerity a mile away. That’s why hiring is so important. Don’t let the wrong people handle your customers. Make sure they show them empathy and genuine concern. Because customers don’t come back to offices where they felt like a number.
That’s all I have for you today.
Create those scripts and put it into action!
See you in the next one.