Are your call center scripts working for or against you?


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There are many pros and cons to call center scripts. For many organizations, they are a necessary evil. One of the problems with call center scripts is, well, when your customers notice that your call center agent is reading from a script. This ‘strategy’ does more than annoy the customer; it affects the customer experience and the satisfaction with your brand which you know through the feedback. If you are curious to see how your latest scripts are doing, review your customer comments. You may uncover ‘knuggets’ like the ones below that will not only help pinpoint the problem with some recent low scoring but also help identify what needs to be changed.

“I felt I was talking to a parrot who just kept repeating what was said to her. Never once was it recommended I speak to a manager.”

“If I recall the question, it’s how she got the high score. That’s simply because she demonstrated the Peter Principle and if you read the book, you would understand. She did exactly what you all taught her to do. Did she solve my problem? No. She wasn’t able to solve it. But she said she would pass it on. Kind of like taking my name and praying for me. But she got the rating because she did exactly what you taught her to do. In that respect, she completed her assignment.”

“Are the people that work for you allowed to think for themselves? Everything was, “Thank you, Mr. Anderson. Let me see what the next screen on my computer says, Mr. Anderson. No problem, Mr. Anderson. Geez, I wouldn’t be surprised if they were actually robots on the other end of the line.”

“After spending 20 minutes practically arguing with this guy and him not being able to advise me about any kind of solution, he says ‘okay, it’s been a pleasure serving you today. Is there anything else I can do to delight you?’ Was there a body double on the call for him during the last 20 minutes?”

Happy Monday!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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