How do you follow call script and quality standards?

1 What are call script and quality standards?

A call script is a predefined set of words or phrases that you use to guide your conversation with the caller. It helps you to communicate clearly, consistently, and confidently, as well as to achieve your call objectives. Quality standards are the criteria or expectations that measure the quality of your call performance. They may include aspects such as tone, accuracy, empathy, courtesy, compliance, and resolution.

2 Why are call script and quality standards important?

Following call script and quality standards can benefit you and your organization in several ways. First, they can help you to deliver a consistent and positive customer experience, which can increase customer satisfaction and loyalty. Second, they can help you to avoid errors, misunderstandings, or conflicts, which can reduce complaints and risks. Third, they can help you to improve your skills and knowledge, which can enhance your productivity and career growth.

3 How do you follow call script and quality standards?

To follow call script and quality standards, you need to prepare, practice, and perform. To help you do this, it is important to review the call script and quality standards that apply to your situation before making or taking a call. Ensure you understand the purpose, key messages, and desired outcomes. Be sure to have the necessary information and documents ready. If possible, practice the call script with a colleague, supervisor, or trainer to gain feedback. Utilize role-playing, simulation, or recording techniques for further improvement. During the call, follow the call script as closely as possible while remaining flexible and adapting to the caller's needs. Make use of active listening, positive language, and empathy to build rapport and trust. Finally, confirm the caller's understanding and agreement before ending the call.

4 How do you handle deviations from call script and quality standards?

Sometimes, you may encounter situations where the call script and quality standards are not sufficient or appropriate for the caller's issue or request. For example, the caller may ask an unexpected question, express a strong emotion, or make a complaint. In these cases, you need to use your judgment, creativity, and problem-solving skills to handle the deviations. To help you with this, you should first acknowledge the caller's concern or feedback and show that you care. Apologize if necessary and thank them for their patience or cooperation. Then, assess the caller's situation and needs and identify the root cause of the deviation. Ask open-ended questions, clarify details, and summarize key points. Finally, adapt your call script and quality standards to suit the caller's situation and needs. Offer solutions, alternatives, or referrals that can address the caller's issue or request. Explain the benefits, risks, and consequences of each option. All while avoiding interrupting, arguing, making assumptions, using jargon, or giving false promises.

5 How do you evaluate your call script and quality standards performance?

After each call, it's important to evaluate your call script and quality standards performance and identify areas for improvement. To do this, self-evaluate your call performance using a checklist, rating scale, or feedback form. Additionally, seek feedback from your callers, colleagues, supervisors, or trainers. Listen to their comments and be open to their suggestions. Learn from your evaluation and feedback and set goals for improvement. Seek opportunities for training, coaching, or mentoring to enhance your skills and knowledge. Track your progress and celebrate your achievements.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?