Today’s high-tech environment has led to a significant shift in how consumers interact with businesses: It’s digital-first, from the initial search process to the customer service outreach – and it’s also omni-channel.
It was only a couple of decades ago, however, that phone-based communication was the norm.
Think back to when your mother turned to the landline phone to dial the operator, searching for your pediatrician’s phone number after a soccer game left you with a badly sprained ankle. The operator would have transferred her to the physician’s secretary, whom she likely knew on a first-name basis. Or, her call may have been answered by the doctor himself.
Imagine the same scenario today: A young mother would have an entirely different set of expectations when contacting and engaging with a health system. The initial search would happen online, with high-speed Internet taking the place of the phone-based operator. The call is expected to be quick and convenient, but not robotic – and, while this mother likely won’t know the person on the other line, the agent must maintain a level of friendliness and personability in order to build trust and encourage engagement.
This is where call center scripts come into play. More