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End of The Road for 'Negative' Call Scripting Press?
04 Nov 2009
Although scripting software is often at the receiving end of negative press comments (agents like robots, agents with no free will, the script builders hold all the control etc), maybe we are beginning to see the tide turning...
Recent research released just last month demonstrates that over 30% of contact centre managers claim that the problem of ‘too many applications’ has got considerably worse over the last few months. The stats also claim that nearly 75% of the managers questioned said that their agents can use an average of five different software applications in a typical working day, with one claiming to use as many as 15.*
In addition to this 83% of the consumers asked within the same survey said that their biggest frustration was long waiting times...understandably so. If agents are having to rifle through pages and pages, and programmes and programmes to find the relevant information, calls are going to get backed up thus leading to impatient callers. And the agent will then get flustered and stressed resulting in an often frank and terse exchange between the two.
This is exactly why call scripting software is so imperative to a successful call centre. By choosing a front-end solution that can provide a screen-popping application, agents just have to simply sit back and talk to the customer. All the information they need, along with FAQ’s, will be on their screen ready and waiting for them to handle the call. Equalling both a happy caller and a happy (and most importantly) productive agent!
Corizon, the Enterprise Mashup Company, have said that ‘Consumers might be interested to know that agents find lengthy calls just as annoying and, a lot of the problem is down to the technology they have at their disposal. There’s no doubt about it: fewer software applications equal happier agents and happier – and more polite – customers.’ **
In theory this is what all software solution companies should base their company aims and objectives on. Developers should be constantly monitoring and improving their technologies in order to make both the agent’s and the customer’s experience even better. The emerging software markets are demonstrating just how easy it is to handle different calls and different scripts, and rather leaving the agent having to rotate through scripts; the software application takes control and simplifies every process.
Other worrying stats show that a third of organisations have slashed customer service training this year, however in the run up to Christmas this could spell trouble for those organisations that employ customer-facing staff. And this is in spite of research proving that companies with a reputation for service excellence and committed frontline staff have a 24% higher net profit margin than same-sector rivals who do not enjoy similar standing.
The above is yet again another reason why companies should invest in scripting software for their contact centres. It is proven that training times can be reduced down from 20 days to just three by using these type of applications. Think of the time, money and effort that could be saved upon, but an excellent (and efficient) service will still be provided to customers. Call scripting software doesn’t have to turn your agents into robots, there can still be a degree of flexibility but with a controlled learning structure, ensuring that your company message is represented at all times.
In addition to this it boils down to that age old statement of; have a good experience and tell two people, yet have a bad one and tell 20 people. Reduced training times, with agents rotating across campaigns effortlessly, compliance guaranteed, and improved agent confidence...can your call centre really afford to not have scripting software?
*YouGov consumer survey
**Corizon call centre manager survey