The efficiency of a call center depends on just a few components:
- script quality
- work of operators
- the quality of the potential client base (if we outgoing calls), or the speed . Part of processing requests (if the call center is tasked with The Perfect Script Part Part The. Part working with incoming The requests).
This is in theory.
But if I were asked what really influences conversion, my iran telegram data answer would be: scripts, scripts, scripts . And this answer would already be based on practice.
Providing call center services, I have the opportunity to see analytics of all users of the Lead2Call service (often we prepare it at the request of users of our service). And my professional opinion is that conversion always depends on the quality of the script.
A bad script can drain even a very targeted customer base!
In this article I would like to share my observations about the mistakes (only the main ones) that call center users make when preparing scripts:
- Call center operators are not sales managers . Operators only perform primaryThe processing of leads, and if interest is detected from a potential client (warm lead), they pass this lead to the customer. Identifying and passing a warm lead to the customer is themain task for a call center operator. And the script should take this into account. quick start. bitrix24 implementation case in ozon logistics
A common mistake is that the script does not provide a logical The PartThe Perfect Script Part conclusion to the dialogue, and convincing (in the eyes of the client) reasons why the call will be transferred to a third party (sales manager). This often leads to the loss of the client.
- For an operator, a script is an exact dialogue scenario . For sales managers, the same script is just an approximate structure of communication with a potential client.
However, call center customers often believe that if something is missing in the script,
Operators during the day, and, unlike their The . Part ownThe sales managers, are not deeply immersed in the specifics of the customer telegram data companies’ businesses. When preparing a script for an operator, you need to be very clear about this and either fill the script with the necessary information or provide points for transferring further dialogue to the customer’s manager.
- The script must be filled with all the necessary additional information . The situationThe looks ridiculous if the subscriber asks some very simple question. ForThe example, the address of the office, website or email address, and the Why operator says that he does not have such information. aware that he is talking to a call center operator, and is sure that he is communicating with a real employee of the company.
