Building the right script for telemarketing call center agents


Telemarketing companies make use of different strategies that can guarantee positive interaction between agents and customers. Open Access BPO, a call center company in the Philippines, explains how agent scripts can be a game changer in the telemarketing arena.

A telemarketing script is a tool used by call center managers to seal the interaction between an agent and a potential customer with a successful sales agreement. By providing scripts to agents, the message a business wants to relay to prospective customers can be completely and consistently delivered. A script must be carefully crafted by only using words that will sound enticing to potential leads.

Why telemarketing scripts matter


Outbound telemarketing calls have high probabilities of receiving negative responses, especially when the person on the other line does not expect to receive a call. Telemarketing scripts must therefore make use of the right words and catchphrases that follow correct grammar and language conventions to create a good professional impression.

A good telemarketing script must also integrate all vital information that a prospect should know. Everything must be accurate so that the prospective customer can have a complete understanding of what the business has in store for him. The script can therefore ensure that the message sent remains consistent to all customers.

Therefore, a telemarketing script can prevent agents from committing mistakes over the phone. A simple verbal filler or dead air can be off-putting for prospects and may lead to an unsuccessful telemarketing attempt. When agents speak the way they are expected to, then they are more likely to achieve their goals.

With a good script in hand, agents can be more confident in encouraging people to enter into a sales deal. It can also be extra helpful to agents who need more guidance or sales knowledge, such as the new hires. In addition, it prepares agents for crucial situations, such as when dealing with uncooperative or irate individuals.

How to build a good script


The script used by telemarketing agents must be written properly to guarantee productive outcomes. The content must be well-researched and based on practices that have worked well with customers in the past.

Moreover, agents must be trained how to use the script properly. The most common mistake done by agents is totally relying on their scripts and not being prepared for unprecedented scenarios. Therefore, it’s essential that they are also trained how to go off-script whenever necessary. They should not sound robotic over the phone to ensure positive interaction with customers.

By making sure that the telemarketing script encapsulates the right message, a business can have more successful sales transactions over the phone, leading to higher revenues coming in.



Open Access BPO

Open Access BPO

Open Access BPO is a Californian boutique-style outsourcing firm that offers voice, non-voice, and back office solutions from its Philippine operations site. Open Access BPO lets clients customize their outsourced services to fit their business' needs.    Find out more about https://www.openaccessbpo.com or Follow us on Google+

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