Home | About Us | Services | Ideas & Insights | Contact Us

Scripting



Areas we look at include:

Message. Is it clear, concise, relevant, and complete? Does it represent the company’s overall image? Are all call types and situations covered?

Consistency. Do agents adhere to the script / call guidelines?

Effectiveness. Are the desired outcomes achieved? Can outcomes be measured?

Testing and feedback. How are scripts tested? Do agents provide input for new ideas?

Training. Is the script easy to use?

Development process. Does the script / call guidelines meet business objectives? Is the value proposition clearly evident in sales scripts? Are issues quickly identified and clearly resolved in service and support scripts or guidelines?




Typical outcomes include:

Produce script / call guidelines that reduce talk time and improve conversion rates, first call resolution, or other goals.

Control costs by consistently managing talk time.

Improve script effectiveness by testing new verbiage. Use agent input to identify problem areas and suggestions for improvement.

Increase consistency by integrating script adherence measurements into agent performance management and incentive programs.

Identify and cover gaps in scripts and guidelines. Create process to cover gaps as they are uncovered.