Monday, August 25, 2008
Scripted dialogues can benefit your business unit in the following ways: consistency; professionalism; assurance that the operational and sales talking points are covered; on-boarding, cross-training associates are effectively accomplished; and objective, clear, and non-derogatory answers that can be discussed to a broad-base spectrum that can be documented and used for legality protection.
Ever make a reservation at a hotel? The reservation screen is actually a fill-in-the-blank script that the hotel uses to capture its requested reservation information. In fact, there are parts within that reservation screen that will not let the reservation agent produce a confirmation number until the required information is completely filled in and correct. Ever call an 800 number for reservations? Ever get a wake-up call from a hotel? These are all examples of scripting within the hotel business.
Now, focus on your business unit and ask yourself, “What tasks can be scripted to help send my business unit into a proactive approach to talking with the customers and converting that captured time with them into a more qualified database for mining, better close ratios, lower miscommunication experiences, and higher profits?”
Once you identify those scripting opportunities, make sure that there is some sort of ongoing quality assurance program installed and corrective action responses in place to maintain all of the benefits that a “scripted company” can yield for itself.