Call Scripts versus Call Structures?

December 9, 2009

Can the person on the other end of the phone tell if you are reading from a script?
The answer to this is no if it is done in the right way. Old style scripting does show in the voice of the person especially if they are asking standard questions and have been doing so all day. “Questions like can I speak to the head of the household?” give the game away straight away.

Rather than call scripts more and more call centre’s and telemarketing agencies are using call structures. These are more of a conversation framework than a script. These work well as no two conversations are exactly the same in the real world.

Call scripts versus call structures – In my book a call structures win hands down.

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