How important is a telemarketing script?…theyÂ are good for actors in the movies, butÂ howÂ important in a call center? Customers are looking for specific solutions in products and services thatÂ they purchase,Â so ready-made scriptsÂ may beÂ unhelpfulÂ when catering to the needs of customers.
For example, the UK based Lloyds Trustee Savings Bank stopped using scripts after 90 percent of its clients complained about their use. Its staff performs best not by learning scripts or sales techniquesâ€™ but by just being natural, open, honest and friendly. But John Price, managing director of Price Direct feels that scripts have an important role to play in outbound calls used to solicit customers.
SomeÂ feel that call centerÂ staff are more intent on following the script rather than listening to what they are saying. But, scripts are valuable when it comes to following theÂ specifics and details of the product or service, according to Kevin Norton, account manager at the UK-based business marketing, data management and analytical services provider LBM.
TrainingÂ your staff to stick to the script while still being conversational is the key.Â SkilledÂ staff should have the expertise to use the script as a tool to explain the companyâ€™s selling points, and also be flexible enough to deviate from it when the need arises.
Posted: April 11th, 2008 under Appointment Setting, Call Centers, Lead Generation, Telemarketing Sales, Telemarketing Services.