What is the key to a fantastic outbound telephone script? How can one best write an outbound telephone script? At Call Center Today, we have written numerous outbound telephone scripts for clients, and through the benefits of editing and testing we have found a magical fomula. The long answer is too long for a call center blog, but the short answer is compelling.
The perfect outbound telephone script needs to have engagement. Inside Sales representatives are afraid to engage because they are afraid of answers and questions and dialogue. The great inside sales representatives relish the answers, questions and dialogue. So the perfect outbound telephone script needs to have engagement, let the script do the walking and let the rep follow the script’s lead! Engagement questions early, often, etc, provide information and rapport and bond. When the inside sales rep asks a question and the client answers that question, the game is over, the rep has WON. Reps are afraid to ask questions, so they never get to this most valuable stage.
There are two types of engagement questions (open and closed). We prefer an open question in the early going of a script to present an AAAAA HAAAA moment for the client. In many ways, the question sells the customer on the mission of the call, and sells the customer on why they might need to listen. As a rep, you may not know the answer coming, but you can usually solidify what the 5-10 answers could be. The engagement question, early, can be everything to your presentation. Don’t be afraid to ask! Customers just might answer your question and want to hear more.
For more information, visit Call Center Today at www.CallCenterToday.com.
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Call Center Today enjoying a fantastic expo at Society of Human Resources Managers show, in San Diego. Lots of visitors to our booth, HR managers talking customer service and inside sales call centers, call center training, call center management, call center culture, and specific topics such as script writing and call center recruiting and hiring.
We are impressed by this show, for sure! Over 11,000 attendees, over 600 exhibitors, lots of action. Our booth has been jammed from morning to evening with HR leadership asking us about call center training, call center consulting, strategic development of call centers. Everything we hoped for, and more!
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Tags: call center consulting, Call Center Culture, call center evaluations, call center hiring, call center hr, Call Center Recruiting, call center training resources, customer care training, Human Resources and Call Centers, SHRM
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June 29, 2010 8:43 pm | 
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As always, please email MyCallCenter@CallCenterToday.com or go to www.CallCenterToday.com if you want more information on our call center training, call center consulting, business process outsourcing, customer service training, inside sales training, or other topis of interest. And go to www.CallCenterToday.com to visit the store and download, for FREE, dozens of call center training whitepapers, call center training podcasts, and more, on the call center.
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