With an inbound call script, you can determine the intention of your potential customers—are they inquiring about your products or services?
Inbound calls give businesses more promising engagements compared to outbound ones. This is because a calling person is interested in cooperating with them. After all, they seek your assistance.
Initiating a call implies that they are ready to become a customer. Though it isn’t always the case, contacting you already puts your brand on a pedestal. They may be planning on purchasing at a different time, or a different place.
Your role, on the other hand, is to persuade them that they have come to the right place because you’re more than willing to assist them. To do this effectively, an arranged inbound call script is necessary to successfully engage and win your customers.
Why do you need an inbound call script?
The inbound call script is your primary tool to gather the contact information from a client and put them into your system. With an inbound call script, you can determine the intention of your potential customers—are they inquiring about your products or services?
With the use of an inbound call script, you can take control of the conversation. You can turn it into a fast transaction and resolve the issues as quickly as possible.
Instead of going from one point to another, the inbound call script will give you a direction of where the conversation should go.
Factors to consider in writing an inbound call script
The moment you pick up the phone, from the beginning of the conversation to resolving your customer’s issue—an inbound call script will help you in structuring your entire conversation.
Upon writing and personalizing your team’s inbound call script, here are the factors you need to consider:
How to start a conversation
If you are an inbound call center representative, phrases like “Hello” or “Who’s calling?” aren’t enough. You are immediately killing off any possibility to make a sale right from the beginning if you stick to these responses.
To avoid this, make sure that the first thing you say to a client is a polite greeting followed by the name of your company. This is important because it makes it easier for clients who may find themselves lost calling several different companies in a row.
After reiterating the name of your business, introduce yourself to the caller. It is always more pleasing for customers to speak with a representative that they can address properly. It also adds a personalized touch to the call.
Asking for your caller’s name
At this point, it’s important to get the name of the client for establishing further relationships with them. It also shows how professional you are when you address them in the way that they asked you to.
Asking for your caller’s name also gives the conversation a relaxed and friendly feeling to both the caller and the representative.
Identifying the caller’s issue/concern
Identifying the caller’s main issues is the crucial part. Some callers are already agitated, annoyed, or impatient given that they have a problem at hand. This will make them immediately tell you a lot of things drifting away from their main point.
This is why you should listen carefully to everything that they say. As you listen attentively, make sure you’re also prepared to give an informative answer.
This may be questions about your product and services, its stock and availability, troubleshooting problems, or pricing. Any information that relates to your products should be considered in writing up an inbound call script.
In case that there’s a unique question that will not be stated in the script, it will be easier for you to troubleshoot too. If you need additional information about their problem, it is best to ask open-ended questions to motivate them for further conversation and get the most information out of them.
While you’re getting the answer you need, immediately put all the collected data into a customer relationship management or CRM system you operate. This helps you avoid missing some of the details regarding their concerns.
Giving a resolution
If your client’s concerns are the usual questions you get—those that are frequently asked by many of your customers, it would be easier for you to respond.
But make sure that even though the issue might be similar to others, they had different experiences towards it. That’s why you still have to personalize how you give out your resolutions.
Double-check the resolution you gave them by walking them through some of the instructions needed to perform a specific process. This is to see if the resolution you gave them is working or not.
Wrapping up
To make sure that all issues have been addressed and resolved, it’s important to wrap up the conversation. This means that you have to recap all of their concerns and ask them if they have any questions about any of them.
At the end of the call, if a client has agreed to strike a deal, make sure to verify their information. When it comes to other issues where a client needs time to make decisions, let them think over your proposition.
You can also encourage them to visit your pages or ask them to call back if they have any questions. Lastly, make sure to thank the caller for choosing your business.
Boost customer satisfaction with an inbound call script
Whether it’s for an inbound or outbound call center, personal communication plays such an important role in every business. It’s important that your business can comprehend your clients’ situation in order for you to provide the best-fitting solutions.
As your team writes an inbound call script, make sure to factor in the tips we gave out in this article. This will not only smoothen your conversation but build a better and long-term relationship with your customers.
