Even in a call center, you must involve human interactions to foster customer relationships and make sales.
The telephone will forever be a powerful tool used in the sales process. Sales and marketing organizations can leverage technology to generate website traffic, capture and qualify leads, and boost long-term growth opportunities. However, in most cases, you still have to involve human interactions in building customer relationships and closing business deals. That human touch starts with a telephone conversation and having effective talking points. Here are tips for what to include in your call center script.
The Art and Science of Landing That Sale
You should be a people person if you’re a sales representative. You should be warm, engaging, conversational, and comfortable talking to people. That’s the art of landing that sale. However, accomplished sales professionals also know there is a science to navigating sales calls, meaning they develop a plan for every call. A sales guide outlines the topics you should cover and questions you should ask during the call.
However, a call center script is specific, detailing what you should say, such as your opening statement and your responses to common FAQs. A call center script ensures you remain professional and communicate your desired message.
How to Create a Call Center Script That Works
Here is a quick guide on what talking points to use in your call center script.
Define the Purpose of the Call
Figure out what you’re trying to accomplish on the call, determine if a face-to-face meeting should happen, assess if you need to capture business intelligence to qualify the lead, and discover if you should invite the prospect to attend an invent.
Keep it Short
The shorter the call, the better. Some calls require more attention than others. However, a customer will be happy if you can resolve their issue or answer their questions quickly. Quick resolutions are also beneficial when you think about reducing the call volume. It’s best to be conversational but not bogged down in casual chatter.
Make the Messaging Match the Buyer’s Persona
Your call center script must have variations to match unique buyer personas. Each buyer persona has different needs, pain points, goals, and complaints. It’s best to address every situation with positioning statements and responses that resonate with them.
Use the Art of Persuasion
It would be best if you had the call’s objective identified. However, your objective might not be the same as your customer’s. For example, your goal might be to schedule a face-to-face meeting with your customer. However, they want to get off the phone with you as soon as possible. During this circumstance, you’ll have to use the art of persuasion to convince a customer why a face-to-face meeting benefits them specifically. Name a problem they’re experiencing that you can help solve or give them a real-life example of how you’ve helped another customer similarly.
Educate Your Customers
Some customers are easy to convince, while others need insights. Sharing your research that speaks to their needs shows that you aren’t just a salesperson—sharing your research and insight positions you as a valuable and credible resource.
Communicate What Will Happen Next
Communicate the next best step and why this needs to happen. It should be clear to your customer what the next step will be. If you have to send a follow-up email, explain what will be in that email. If a face-to-face meeting will happen, include the date and time, and ensure that it’s on everyone’s calendar.
We hope you’ve found this guide helpful for improving your customer service. A call center script ensures success and removes ambiguity. Don’t waste an opportunity by not having one.
Experience the Benefits of Call Center Services from TeleRep
Whether you need help with an inbound call center or an outbound call center, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.