The debate over call-center scripts continues to rage, with individuals defending and disparaging the use of predetermined dialogue. Nevertheless, most people agree that at the very least, a script can help agents in sticky situations. “A script is always important as it is the foundation of any good dialogue. Have you ever heard of a great movie that did not have a script?” said Matthew Koenig, sales and marketing consultant with MD&E Inc., a consulting firm specializing in business-information management strategy.
However, a script is just a guideline and not a substitution for great people, great training, appropriate culture and proper processes which allow for some flexibility based on the issue at hand,” he added.
To craft the perfect script, you must focus on three essential components: writing, formatting and content.
Get Off the Soapbox
Make sure your script has the appropriate tone for the situation, and doesn't sound like the agent is reading a textbook. “Most people who write scripts are good writers and write them in ‘good written English’ as opposed to ‘good spoken English.’ And when delivered they will almost always sound ‘read,’ and we know what a disaster that is,” said Flyn Penoyer, telesales guru at Penoyer Communications.
Tuesday, July 15, 2008
How to Write the Perfect Call-Center Script
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