Call agents can improve the quality of their scripts by including as much essential information as possible in the text.
Call agents can improve the quality of their scripts by including as much essential information as possible in the text.
This is the view of Carl Adkins, managing director of Infinity CCS, who says call scripts should have frequently asked question (FAQ) answers built in.
If the agent is able to proactively provide all the information likely to be requested by a customer, this can save time and avoid unnecessary repetition, he told Call Centre Helper.
"Focus on identifying and refreshing the FAQ to identify and answer top questions. Do this frequently and thoroughly at the start of campaigns to boost overall effectiveness," Mr Adkins urged.
"If you use call recording, listen to some actual interactions using the script to identify improvements based on the way the customers have responded."
Kevin Ellis, sales director at CallScripter, claimed this week that call scripts must flow smoothly if they are to engage the listener.
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