I2CREDIT Nº 45
Is It Time for Call-Center Workers To Ditch the Script?
According to Lloyds TSB's research, customers feel that call handlers who use scripts do not listen to their questions properly. A common-sense approach, combined with training, can counter this: "You will achieve the best results when prospects have the feeling that they have been treated like a human being," said John Price, managing director of Price Direct.
Por: Publicado en www.cio-today.com
Mindful of the irritation this causes, Lloyds TSB recently scrapped scripts after research revealed that 90 percent of customers were infuriated by its call center staff's use of prompts.
If this is the start of a revolution, its one John Price, managing director of Price Direct, will not be taking part in. Price feels there is still a role for scripts, especially in outbound business-to-business telemarketing. Yet he admits they only work if they aid rather than hamper communication. His company has adopted the mantra: "The person you're phoning doesn't have the script in front of them."
Price comments: "A script is an important aid to starting the conversation, as it often includes data that the client needs. But ultimately the prospect must feel there is a human talking to them."
According to Lloyds TSB's research, customers feel that call handlers who use scripts do not listen to their questions properly. Price maintains that a common-sense approach, combined with training, can counter this: "You will achieve the best results when prospects have the feeling that they have been treated like a human being."
"But it's a fine balance. Either people stick to a script and sound like a parrot, or call centers don't brief their staff enough and the quality and adherence to the code of practice get neglected."
One firm that will definitely not be following in Lloyds TSB's footsteps is customer contact specialist LBM. Account director Kevin Norton claims scripts work well if call handlers are trained properly. "With the right training, agents can make scripts their own. They can build a rapport with the prospect, so that the conversation is friendly and interactive."
Norton also believes scripts are instrumental in explaining a company's needs and selling points, and that they make it easier for a call center's clients to measure performance. He explains: "We use scripts as a call guide. They enable our agents to manage the call. Some clients are stricter with scripts than others. But so long as the agent understands the script, they can make it sound more personable."
Ultimas Notas
I2CREDIT Nº 45
Latinoamérica: Originación de Créditos de Vivienda de Interés Social para el Sector Formal e Informal
El mercado objetivo de la banca, cada vez se amplìa más hacia la masificación de los productos de banca personal y a la apertura de líneas dedicadas al mercado de las personas de bajos ingresos y los microempresarios, lo que ha conducido a las entidades financieras a reorientar sus procesos en cada segmento.
Por: Lilian Simbaqueba Presidente de LiSim - Colombia
Crecerían un 50% los créditos destinados a ingresos bajos
Los préstamos al consumo para el segmento de menores ingresos se extendió tanto en la Argentina que hoy representa un 50% del volumen de préstamos personales y con tarjetas.
Por: Mónica Fernández (c) Especial para Infobae Diario
Perú: TC declara que es inconstitucional realizar cobranzas con "hombrecitos amarillos" y cartas conminatorias
Aunque pensemos que los cobradores disfrazados es un método de cobranza de ciencia ficción y del pasado, siguen apareciendo antecedentes en la región. En este caso observen el dictamen del Tribunal contra el método de cobranza de los hombrecitos amarillos.
Por: Publicado en www.tc.gob.pe
Argentina: 10 Preguntas sobre la Intimidad
CAROLINA FERNADEZ vive en Cuba 1234, Piso 24, Departamento A, en un edificio nuevo con pileta y cancha de tenis. El 15 de enero cumplió 36 años, es gerente de Marketing del laboratorio Pringles S.A., de origen inglés, y percibe un ingreso de $ 9.500,00 mensuales. Maneja un Chevrolet Vectra 2005 y es socia del Club Náutico Martínez, donde practica golf.
Por: Lic. Roberto Miguel Mónaco Presidente de Fidelitas SA
Aspectos Estratégicos de la Gestión de Cobranza
Existen, a nuestro entender, 3 principios básicos a definir para una óptima gestión de cobranzas:
- Recuperación anticipada
- Definición de rentabilidad
- Establecimiento de límites temporales en la gestión
Por: Gustavo Rapán Director de Riesgo y Operaciones, Banco Cetelem
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