3rd Party Remote Call Monitoring Feature

Providing agents with scripts is an important part of the call center operation as it helps the agent guide through interactions efficiently. When they aren’t designed or written correctly, however, they can cause more problems than they are intended to solve. If it’s a live agent on the other end of the line, the customer has a chance. If it’s an automated attendant and the zero button takes them nowhere, you run the risk of increasing customer churn.

Call center managers have a lot to do on a daily basis, including making sure they hit certain performance numbers throughout the center. These metrics should include customer satisfaction, but this is not always measured as it should be. Plus, there may not be a measurement in place for the number of people who get frustrated with the auto attendant and hang up the phone. Is this a customer who will call back or simply call the competition?

Too often, call center management will design the script for the auto attendant according to call center operations. It makes sense on their side to direct customers to the right individuals or departments that can handle particular situations. But customers don’t know the breakdown of your company and don’t know that their frustration should be handled by a particular person. If the process isn’t clear, frustration ensues on both sides.

The goal of the auto attendant is to make the process more organized for all involved. Therefore, the script should be efficient, robust and seamless for the customer in terms of navigation. A recent Onsip bloghighlights how important it is to get your scripts right, whether for the auto attendant or for your live agents. The customer experience is at stake and as easy as it is for your customers to find another provider, it’s important for call center management to get it exactly right.

Scripts can take on a few different focuses, depending upon your industry and the type of calls you take from the customer base. Maybe you align the script according to call center departments, which are clearly defined for the caller. You could also develop the script according to the type of inquiry, if they are easily reduced to a few that still encompass all possible calls. If language options need to apply, they should be included in all scripts, and you could put the operator option first (not all callers will automatically select it). Another option is to focus the script on your product.

Whatever method you choose, be sure to test the script and ask for outside volunteers to do the same. If it doesn’t make sense outside of the call center, it won’t make sense for your callers.