Call Center Scripts: Are They Still Useful?

February 19, 2018 / GuidesFor Team

Do you remember the time when call center agents were called “Monkeys with a script”? It’s a time long forgotten, managers have learned to adapt to the situation and agents have been trained to respond accordingly.

But not all organizations handling voice accounts have migrated to a more personal approach. The article is the result of a survey on what customers think about call center agents and their scripts.

Another survey by Fonolo shows that only 26% of people who called customer service are satisfied with the support provided.  There is still a gap between customer expectations and service delivery. The survey result is an insight on caller expectations and managers should be able to figure out how to meet it.
-Miyagi Kazuki

Read the source article at softwareadvice.com

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