Published: by Doug Kirsten |
permalink Overcome the obstacles of legislation and agent burn-out with these script-writing precepts By Kathy Sisk Since the national Do-Not-Call Registry took effect, many telemarketers have inundated unregistered consumers with outbound calls. And many call centers have discovered just how crucial it is to have properly designed scripts that are in compliance and distinguish them from the competition. In today's heavily legislated environment, companies are forced to make drastic changes to their script-writing principles. These changes are made to ensure that their agents adhere to legal requirements while being able to meet demanding production quotas. Whenever making outbound calls—particularly cold calls—scripts require careful, step-by-step
Tags: DirectMarketingIQ, Outbound calls, Cold calls, Vinyl windows, Sound fair, Call center, Demanding production quotas, Cancellation rate, Cold calls scripts, Legal requirements, Script-writing principles, Trial close, Home division, Energy efficiency, Pleasant day, Script-writing precepts, Unregistered consumers, Telemarketing Calls, Share customer testimonials, Call centers, Customer retention, Center agents, Production requirements, Custom vinyl replacements, Prospect sounds positive, Step offers clarification, Demanding compliance issues, Probe step, Agent post-closes, Voice inflection, Conversion rate, Customer service, Prospect needs, Vinyl siding, Script writing, Strategic pause symbol, Road map, Company name, Prepurchase/service insecurity, Affirmative response, Two-call close, Kathy Sisk Since
