A live answering service script for your business is not as difficult to come by as you might think. An answering script usually has a number of components that make it successful, including an effective answer phrase, possible on call scenarios, and a system that is administered by dedicated professionals as well.
GREETING
The first step in an effective live answering script would be to keep your potential clientele in mind. For example, if the company is local, regional, nationwide, or international, the answer should be geared toward that fact. The phrase “Good morning” should be skipped because of the time zone considerations, especially for nationwide or international companies.
NATURAL SPEECH
The next step would be in ensuring that the live answering representatives for your company stay as natural sounding as possible. Ensure that you are recruiting only competent call representatives that are fluent in the language that the live answering script will be in. Secondly, make sure that the script given to the representatives does not have any awkward words. Tongue twisters should be avoided so that the customer service agent does not stutter. Remember they are the first representation of your company that the potential customer or client will hear.
KEEP IT SIMPLE
Provide a copy of your frequently asked questions list (FAQ) so that the operator can quickly scan the file and answer most of your callers’ questions. Do not try to pack all the information about your company into your answering service script. Long pauses to look up information add expensive minutes to the call and are frustrating experiences for the operator and the caller alike. Limit the information available to the call center representatives to a few facts about your product or service, and let them know that it’s okay to ask callers if someone from the right department can return their call and answer their questions in depth.
TEST THE ANSWERING SCRIPT
Another important factor in creating a successful call center script would be in testing the greeting and the overall script. Call your account weekly and test whether the service reps are using your script in an effective manner, such as in presenting the full script and not improvising. Are they generally pleasant sounding? Does the script sound natural and easy to apply on call? Consider these questions.
REVIEW
The key to a successful answering service is in how effective it is in driving customers to your business. While a call answering service is expected for most callers, if people are offended or “put off” by the call center script, they will not be repeat customers, if ever. Analyze the effectiveness of the answering service, and make changes to your answering script when necessary.
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