The Disadvantages & Advantages Of Call Scripting
Call scripting is one of the most contentious issues for company employees and agents in the call center industry, owing to conflicting viewpoints. Many people support call scripting, but others are still opposed.
Using scripts, you can ensure that employees or agents say the correct thing at the appropriate moment. They may, however, be turning off your potential customer or client.
If you are considering implementing call scripting in your company, keep reading. This article will discuss the drawbacks and benefits of call scripting.
Call Scripting: Disadvantages
According to a Qualtrics research, 78 percent of call center managers claimed that training representatives to “read from a script” was a top priority. Yet, only 38 percent of scripted calls were effective. With the large number of scripted calls failing in that study, you have to question the overall usefulness of call scripts. Here are some other considerations why you might not want to employ a script in your company.
Agents May Be Overly Reliant On the Script
While a bulleted format of a call script is helpful to have available, a fully realized script may tempt agents to merely read it instead of filling in any necessary details. An agent who reads from a script appears unknowledgeable to the customer — as if they cannot help them with their issue.
Scripts Can Be Very Long Winded
To minimize clients drifting off the call, avoid using long scripts at any stage of the conversation. With powerful scripts, your agents can be guided through the ideal upsell pitches for a particular client.
The client will be ready for the upsell once the agent has quickly finished the conversation. At the same time, agents should retain statements about the product or service’s value proposition.
This allows the salesperson to appeal to the client’s desire for the offerings.
Conversation Tends To Be Robotic
Customer service professionals are not allowed to deviate from the script in any way. As such, they may lose the opportunity to connect with the customer by responding openly and honestly.
For instance, a client may share something such as, “You’re calling from Michigan, right? That’s where I used to live!” However, if the agent reads from the script, they may reply robotically, like “This conversation is being recorded for quality control purposes.”
It’s easy to understand how this could make a client feel like he’s being sold something instead of being assisted by another person.
Responses Are Evidently Scripted
Representatives need scripts to feel confident during a call. This is because they require certainty to either start the discussion or handle a change in the topic they may not have foreseen.
When a client notices the agent’s script, it could be an issue. Provide your customer service personnel with brief scripts and customer support training to avoid this problem.
Employees are given instructions on answering the phone in brief scripts but not a list of exact responses. Your employees’ precise responses are a dead giveaway that they have no idea what they’re talking about.
Your representatives should be trained on how to steer the conversation in the right direction. You’re out of luck if your agents aren’t taught what clients talk about or how to manage possible reactions.
Brief scripts and training are the most effective ways to rekindle your clients’ enthusiasm.
Not Paying Attention to How the Script Is Conveyed
Since any script can be made to work, there should be a greater emphasis on how customer support representatives communicate the script. It all boils down to delivery and how much attention and feedback your agents receive.
Flexibility Is Limited
Customer service representatives who are focused may feel that written scripts hold them back and prevent them from modifying their interactions with clients to build rapport.
Furthermore, clients can usually detect when a representative is following a script, and as a consequence, they are less likely to extend the discussion.
When speaking with a client over the phone, a consultative attitude combined with active listening is just more successful than repeating a script word per word.
Failure in Monitoring the Customer’s Experience
Setting aside the debate about the extent to which scripting is implemented, the flow of calls must be reviewed regularly.
Call structure has traditionally been thought of in terms of call control and average handling time (AHT). This method attempts to shorten the call to the fundamentals to reduce AHT while maintaining client satisfaction.
Nevertheless, before you truly disregard call scripts as an option for your company, it’s also vital to consider its benefits.
Call Scripting: Advantages
One of the essential advantages of call scripts is that they help keep lower expenses. If excessive staff turnover is a concern in the company, management can save time and resources by providing new representatives a script rather than training them.
The following are the major advantages of implementing call scripts:
Keeps New Agents’ Difficulties To A Minimum
When a new hire comes on board, they may be unsure how to handle specific clients, what strategy to take, or even what to say to them. A script takes away the guesswork by laying out all of the information required for interacting with the client.
Delivers The Brand Message Consistently
When customer service representatives follow a script, you can rest assured that your company’s message will be conveyed correctly on every call. This also prevents agents from inadvertently tarnishing the company’s image.
When a client informs your customer service representative that he or she is unable to handle the problem for a particular reason, your representative can refer to the script for a suitable response.
Whether to implement call scripts in your business is a tough decision. In this article, we have provided several disadvantages of call scripting. However, call scripts can be beneficial if used appropriately.
Rather than having your customer service representatives read the scripts word per word, advise them to take a flexible approach. They can employ the script as a reference for essential aspects while also modifying or customizing each interaction based on the client’s expectations and desires.
Allow them to do so, and your agents will feel more confident knowing they have a script to assist them in handling objections and effectively communicate brand messages while keeping the conversation natural and creating a connection with each client.
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