Your contact center’s engagement specialists are armed with scenarios and appropriate responses. They’ve practiced and role-played these empathetic scripts to a tee. Given all of this, you’ve been unable to move the needle on NPS and CSAT scores. You may have a contact center full of bad actors. Are you willing to ditch the script?
Bad actors in the contact center
You’ve been careful in selecting engagement specialists who scored high for empathy. You’ve engaged the best consultants who’ve created incredible responses to over 20 needs a customer may have when calling into the contact center. You’ve allocated more budget to train your specialists to recognize a customer’s needs and select the appropriate response – and your specialists are great in the role-playing sessions.
Yet somehow, your NPS and CSAT scores remain flat. And, they sink even lower with those situations when the problem – and its resolution – are completely out of your control. Unfortunately, your contact center may be filled with bad actors.
The Frustrated Customer has typically tried to handle their own problem for an average of 18 minutes. The last thing that customer needs is to hear a canned, scripted greeting when they finally surrender and call for help.
Your customers don’t want your canned script
Advances in self-help technologies have been a boon to the bottom line of contact centers, but with it brought the Frustrated Customer – who has typically tried to handle their own problem for an average of 18 minutes. The last thing that customer needs is to hear a canned, scripted greeting when they finally surrender and call for help.
With good intentions, you’ve unwittingly set a trap by training your engagement specialists to rely on a list of scenarios with scripted responses. And, if this is not fixed in our industry on a wide scale, scores will remain flat, or worse, begin to dive.
Ditch the Script: Free your frontline from the constrains of canned dialogue
You have a contact center full of verified empathizers – most with a genuine desire to help others. Ditch the script and allow them to engage in genuine, unscripted dialogue with the Frustrated Customer.
Research from STARTEK’s Science Lab has shown that allowing your specialists to engage in unscripted dialogue, and engage on a personal level with your customers, can lift NPS scores by two points – even in the no-win situation. Shifting your training budget to dialogue training and hiring practices that seek to hire not just for empathy, but for the innate ability to engage in genuine, unscripted dialogue – will pay off with lower attrition and higher NPS and CSAT scores.
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