As an employee of a Contact Centre Specialist, a recent article discussing whether or not using scripts in the call centre has had its time naturally caught my eye. And while the article presents both sides of the argument, I feel an exploration into the depths of what the traditional ‘call script’ now encompasses is in order…
Yes, excellent customer service is essential, a differentiator, but to achieve that great service first comes meeting all the requirements and obligations. It doesn’t matter a jot if the Customer Care Advisor provides the most excellent service I’ve ever had, if they have to call me back the next day because they didn’t take down the necessary details or the call takes an hour because they have to juggle numerous applications to answer my query, I won’t be using them again.
Upselling
Part of our organisation is our outsourced bureau contact centre. We provide an extensive range of services for companies of varying sizes and from different sectors. All client interactions are responded to using our scripting solution, created in-house 15 years ago. One of the most basic, but valuable functions incorporated into specific script campaigns is upselling options.
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