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Modeling Vs. Scripting in the Call Center

by Sarah Wilson - July 15, 2010

Modeling Vs. Scripting in the Call Center by Sarah Wilson

 In the call center and answering service industry, there are two commonly used methods of managing the call process. Depending on your business vertical and complexity of calls, both methods have an advantage. So which method is best for you? We’ll help you identify the advantages of each.

Scripting

The scripting method is the most commonly used conversation flow method. This process leads callers through the call process with prewritten answers and responses based on the information exchanged. Generally the script consists of a predetermined introduction, information exchange and closing statement. Scripts can be easily modified and customized to accommodate the individual needs of the client and their callers. With today’s advance technology, call flows and scripts can be easily delivered to the agent’s computer screen.

The scripting solution can be an effective process to improve call center efficiency, reduce labor, and provide a consistent message to customers. A well engineered script, in addition to accurately trained agents, can hit key performance metrics. Scripting can help reduce human error on calls and still allow call flows to be flexible during interaction with customers.

Conversation Modeling

For more complex calls, a modeling approach can benefit the client and caller. Modeling requires the agent to be trained on all aspects of the account and prepared to answer questions off the cuff. An information guide is provided for the agent but the call flow is not as detailed as a scripted account.

Modeling requires detailed training with each customer service representatives so that they can lead conversations with customers and clarify each customer’s specific service need. A properly trained agent should be able to guide the conversation and determine all of the information needed to identify and deliver solutions that are customer focused and results driven.

Bio: Sarah Wilson is a marketing communication specialist for Answer Center America, a leading provider of inbound, outbound and answering solutions.

 
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