Scripting for customer service enquiries is an invaluable tool in the right hands. The problem is the reputation that some commercial call centres have engendered and the way ‘agents’ read from ‘scripts’ so it seems you are talking to a robot.
A script is not a call guide
A call guide leads staff through a call via a general introduction, information and a closing statement. A script is a tool for managing enquiries, integrating with contact information and ensuring the proper data is entered and validated before the call terminates. Integrating contact information means that all pertinent data relating to the caller and the enquiry should be made available to the staff, enabling him or her to speak on a personal level to the customer.
What makes for a good scripting package?
Scripts should be easy to create and edit on the fly, so changes and corrections can be made quickly. Scripts should be modifiable by customer service staff without requiring IT involvement. Scripts should bring integrated contact information directly to the staff, and be able to write changes back to the database. Additionally, staff should be equipped to handle variations, questions, information requests and more. A quality package should make it easy to flag up fields, and manipulate data so information is validated and corrected before the call is completed. Finally, a scripting package should easily handle complex logic, branching and call flows.
Keyfax Inter•View is a scripting package that ticks all the boxes. It has a proven track record with a wide range of housing associations, local authorities and facilities management companies. Our clients know the benefits of using Keyfax scripts.