Call Center Scripting

Call Center Scripting

by Guatecall Uncategorized

A call center “expert” was just explaining to me why call center scripting has no place in the customer service environment. I mentioned that only BAD scripting and POOR delivery of the script has no place in the customer service environment. We agreed to disagree.

Call center scripting is a valuable tool. When used correctly, it helps a call center agent deliver the correct message, consistently and with confidence.

I know that call center scripting gets a bad rap. We’ve all received telemarketing calls from agents that are clearly reading from a script or have called a company for service and had to deal with a scripted customer service agent that could only say canned responses that where totally useless.

Is that a scripting issue? I think it’s most likely a training issue, a management issue or a mix of both.

When actors deliver their “scripts” in the movies, we sit and watch for two hours without once thinking to ourselves, wow, he really followed the script well. This is because good actors are professionals. They hone their skills so that the script sounds natural. As though the words where theirs. Same with a call center agent.

A scripted sounding agent is a product of lack of training, lack of desire or a mix of both. Usually caused by poor management or a client that does not want to pay for training and believes that agents can just be thrown into the deep end and learn to swim as they go.

Call center agents that sound scripted need more training. They need to understand the business they represent, their customers and the call flow. They need to memorize their scripts. They should know that script inside and out. They need to understand where the emphasis needs to be placed and the pace necessary in delivering. They should practice it until people believe it’s their own words coming out of their mouths.

But what about customers questions? What about building empathy? I have scripts for that too haha! I’m just kidding but just partially. I do find that most customers questions tend to repeat themselves over and over. For this I would suggest creating FAQ (frequently Asked Questions) scripts and you guessed it, have the agents know those just as well as the other material.

In coaching customer service, listening skills are key. There are many opportunities within a conversation to build like and trust with the customer. Even though we have a script for agents to follow, if agents are trained well, they can find “bonding opportunities” with their customers. In fact, it should be encouraged that agents find these opportunities within the call if only for a moment.

A script takes agents on the road from start to finish of the call in the most efficient way possible. Learning how to take a quick detour on the trip to bond with the customer is the icing on the cake for great customer experience.

Call center scripting is designed to scale a great message across a large group of agents. When used correctly, it offers consistent and measurable results and most importantly, great customer service!

GuateCall is a nearshore contact center located in Guatemala Central America/ Latin America. Our contact center solutions offers multi-channel bilingual English and Spanish services. If you would like to learn more about GuateCall and its services in voice, chat or email in both English and Spanish, please reach out to me at 713-474-2222 or by e-mail perry@guatecall.com .

Call Center Quotes – 10 Leadership Call Center Quotes – Call Center Motivational Quotes – GuateCall

Call Center Quotes – 10 Leadership Call Center Quotes – Call Center Motivational Quotes – GuateCall

by Guatecall Uncategorized

10 Leadership Call Center Quotes in Our Customer Service Training!

At Guatecall, we pride ourselves on our constant training. We believe very strongly in having consistent leadership training and one of our favorite things is having call center quotes given by our attendees during training.

The great thing about call center quotes during leadership training is it allows for an opportunity to research great leaders, read about them, their books and share with the class a little bit about the person and how they personify a leader. We also share  “call center quotes” from this person and explain how we can use these call center quotes as part of our call center speak on the floor with agents. This gives our agents some positive thinking moments throughout the day.

Our supervisors constantly refer back to training they are given and apply things from it like our call center quotes on the floor. We’ve learned that our call center quotes are a fun way to give some quick motivation to our call center agents. It helps put a smile on a call center agent’s face which gives the extra push to do good on the call.

Here are some call center quotes that we enjoy and we hope you enjoy them too!

1: “If your actions inspire others to dream more, learn more, do more and become more, you are a leader.”
-John Quincy Adams

2: “Whatever the mind of man can conceive and believe, it can achieve.”
-Napoleon Hill

3: “Do not follow where the path may lead. Go instead where there is no path and leave a trail.”
-Ralph Waldo Emerson

4:“The true mark of a leader is the willingness to stick with a bold course of action — an unconventional business strategy, a unique product-development roadmap, a controversial marketing campaign — even as the rest of the world wonders why you’re not marching in step with the status quo. In other words, real leaders are happy to zig while others zag. They understand that in an era of hyper-competition and non-stop disruption, the only way to stand out from the crowd is to stand for something special.”
-Bill Taylor, from article “Do You Pass the Leadership Test?”

5: “The Quality of a leader is reflected in the standards they set for themselves”
-Ray Kroc

6: “The very essence of leadership is that you have to have vision. You can’t blow an uncertain trumpet.”
-Theodore M. Hesburgh

7: “Leadership and learning are indispensable to each other.”
-John F. Kennedy

8: “A good objective of leadership is to help those who are doing poorly to do well and to help those who are doing well to do even better.”
-Jim Rohn

9: “The single biggest way to impact an organization is to focus on leadership development. There is almost no limit to the potential of an organization that recruits good people, raises them up as leaders and continually develops them.”
-John Maxwell

10: “The pessimist complains about the wind. The optimist expects it to change. The leader adjusts the sails.”
-John Maxwell

We hope you enjoyed some of these call center quotes and can utilize these and others in your training. What are some of your favorite call center quotes? Here is to great customer service and experience for your customers!

 

Call Center Services from Call Center Companies in Guatemala

Call Center Services from Call Center Companies in Guatemala

by Guatecall Uncategorized

With demand for better call center services at an all time high, businesses are looking to outsource to more call center companies that have the experience necessary to handle the service levels needed for today’s customers.

Outsourcing call center services is rapidly expanding and nearshore locations such as Central America have become a go-to area for outsourcing bilingual call center services both for the US and Canadian market.

Guatemala is known for its advanced technology and highly skilled and educated workforce. It has some of the most highly touted call center companies and is a top destination for Fortune 100 companies from the US and Canada. Call center services in Guatemala is mainly focused on bilingual services such as inbound customer service, web chat and Email response.

Major call center companies in Guatemala employ thousands of agents each. These call center companies are focused on businesses looking to outsource hundreds and thousands of call center support agents. Call center companies such as Telus, EGS, Allied Global, Xerox, Genpact, Capgemini, 247 Customer are some of the bigger players in the call center services space.

GuateCall, our bilingual call center services company, offers a boutique style service which differs from the other call center companies located in Guatemala. We are geared to help businesses looking for high quality call center services at an affordable price.

Benefits of using Guatecall for call center services:

  • Guatemalan call center companies have won many awards for their high level of customer service. GuateCall only hires the top 20% of the agents in the market giving you unparalleled call center services.
  • Guatemala has a very neutral accent so customer service representatives are much easier to understand and speak with than other offshore call center companies. GuateCall has strict English levels agents must reach in order to be hired for our customers.
  • Guatemala not only has a clearer accent in English but is known to have the most neutral accent Spanish in Central America as well. This allows bilingual conversation to flow smoothly no matter which region a Hispanic customer is calling from. Spanish has so many different accents and having a neutral accent helps when speaking to Hispanics that live all around the US, Canada and other Spanish speaking countries.
  • The Geographic proximity to the United States and Canada is a great benefit for Latin American outsourcing. Guatemala is Central time zone and just a short flight for multiple cities in the US.

GuateCall is different from other Call center companies. Call us to discuss your needs and see how we can be of benefit to your company at an affordable price!

Call Center Outsourcing Companies – Using Call Center Outsourcing – GuateCall

Call Center Outsourcing Companies – Using Call Center Outsourcing – GuateCall

by Guatecall Uncategorized

Call Center Outsourcing companies have become one of the most effective ways businesses have to boost customer service and satisfaction. Today’s customers are more demanding. They expect quick responses to their questions whether by phone call, email or chat.

Businesses have to decide between investing more in their in house call center or use call center outsourcing companies to accomplish the best possible customer experience at a controlled cost.

Benefits of using Call center outsourcing companies:

There are numerous benefits to using call center outsourcing companies such as:

  1. Expertise: High quality Call center outsourcing companies focus their complete attention on the customer experience and have the advantage of working with multiple business and industries which gives the experience necessary to learn and implementing best practices.
  2. Scalability: Scalability is a big benefit when using Call center outsourcing companies. They have the space, seating and technology available to handle scaling needs quickly. Call center outsourcing companies also have the dedicated HR department, recruiters, trainers and supervisors on staff to fill those seats.
  3. Price: The cost of internal employees is increasing yearly. New government regulations, training time, management time, infrastructure, taxes, payroll and much more is a heavy load to carry for businesses in the U.S. and Canada. Call center outsourcing companies are large enough to share a lot of the fixed overhead costs between a larger pool of employees. This eliminates a lot of additional costs and management time. If outsourcing to a nearshore location, there is also the benefit of a reduction in actual hourly wage over the current American call center agent.
  4. Time: Management has limited time and resources. Call center outsourcing companies allow management the ability to spend the majority of their time focusing on their core competencies while knowing that their customer service is handled by experienced call center outsourcing companies whose only focus is the customer experience and how to better manage it.

A business must decide the best approach for their customer experience. It can make a major investment of time and money creating an in-house staff. It can also select call center outsourcing companies that share the same vision. Both or a combination of the two are a crucial decision every company must make to assure their customers are receiving the best possible experience.

This article was written by Perry Silber, COO of GuateCall. GuateCall is a Near-shore contact center provider of multi-channel bilingual English and Spanish call center services located In Guatemala, Central America. Whether through voice or chat, we can provide superior services to your organization. If you would like to learn more about GuateCall and Call Center services in Latin America, please reach out to me at 713-474-2222 or by e-mail perry@guatecall.com.

The Best Marketing Strategy you already have – Customer Care!

The Best Marketing Strategy you already have – Customer Care!

by Guatecall Uncategorized

What are we willing to spend to get customer interaction on social media?  What about great feedback?  Even more so, what about a customer referral to not one, not two but a group of friends?

Now consider that these questions are not only a Marketing department conversation.  They hit at the heart of what progressive companies should be speaking about at their Customer service and Sales department meetings as well.

We are all aware of the power of good marketing.  Heck, we’re all consumers and can relate to how a good marketing effort drives our desires.  It brings us, as customers, to the company.  The thing is, it just brings us there, it doesn’t engage us once we’re there and it surely doesn’t keep us shopping or referring others.

For all that brands, and their marketing departments, in particular, talk about customer relationships, the relationship that counts the most for consumers themselves is still that great interaction that can only exist between them and a real person that’s friendly and knowledgeable. Chances are that person is a customer service representative.  We need to make a connection with our customers, to interact with them on their level.  We must listen to what customers are saying and be in tune with what they are not saying.  Whether speaking to a customer service rep on the phone or chatting via web or on social media, a great interaction with a customer or prospect is the opportunity companies should be embracing.

Human interactions — especially in the age of online shopping and self-service are what your customers will remember and what they’ll talk about, perhaps very publicly. So, from a marketing standpoint, the quality of those interactions is enormously significant.  I’m always reminded that it takes 10 positive interactions to erase 1 negative experience.  How scary are those numbers to companies solely focused on KPI’s and cost reductions?

Marketing departments spend significant resources to engage perspective consumers and re-enforce positive messages to existing clients.  It is critical that companies invest in customer service agents, or whatever buzz word they want to label them as, and recognize that these are the people who will ultimately shape the experience and image your company has with its clients.

This article was written by Perry Silber, COO of GuateCall. GuateCall is a Near-shore contact center provider of multi-channel bilingual services located In Guatemala, Central America. If you would like to learn more about GuateCall, please reach out to me at 713-474-2222 or by e-mail perry@guatecall.com.