Call Center Script Analyses

Companies often consider scripts last when developing and managing call centers or telemarketing campaigns. They spend millions of dollars on sophisticated databases, marketing strategies, and product offerings. Often, they give much less time and dedication to what representatives actually say to and/or ask the customer.

Here’s a complicating factor: call center employee burnout and turnover is quite high. It is a demanding job often charged with emotion and frustration. Example: communicating with the hearing-impaired can be particularly stressful and time consuming. But there’s good news: There are useful strategies for improving verbal communication with the hearing impaired. Use or avoidance of various sounds and combination of sounds will dramatically impact the quality and effectiveness of communication.

How can The Mitman Group help you? By reviewing call center scripting to identify words or phrases that pose barriers to effective communications. By replacing these elements with words and sounds people can hear, we reduce call durations. Most importantly, we decrease service representative frustration and increase customer satisfaction.

Outcomes:

• More effective and efficient communication, leading to an increase in customer satisfaction and retention.
• Reduction in the amount of time needed to conduct business.
• Reduction in the number of call backs due to misunderstandings or inability to hear representatives.
• Front-line staff improves their ability to communicate with those who are hearing-impaired, thereby reducing their level of stress, frustration, and anger.