If you are looking to improve the sales of your contact center, integrating software with tools for creating scripts is the solution you need. The scripts allow you to standardize the sales process and ensure that all your agents follow the same tone, speech and path to close the sale. In this article, we will explain how this tool works and how it can multiply the results of your contact center.


Advantages of integrating scripting tools into your contact center software

Contact center software with scripting tools allows you to create and manage scripts for sales agents. The call scripts work as a guide for the customer service team to follow a pre-defined sales process in order to unify the speech and keep consistency throughout the entire process. Scripting can include sales script templates, a library of answers to frequently asked questions, and call tracking features.

By ensuring that all agents follow the same sales process and offer the same information to customers, consistency in the sales pitch is multiplied, ensuring that this content meets the company’s quality standards. Plus, it enables agents to respond faster to customer questions, complete sales much faster and more efficiently, and increase First Contact Resolution.

Another benefit of scripting in the Contact Center is the ability to track and measure sales and agent performance. With the recording and analysis of the calls, it can be determined which scripts are more effective and which ones need to be improved. You can also identify the areas of opportunity for agents and offer them specific training to improve their performance.

Step by step to create a good script and improve sales in your contact center

Identifies the critical points of the sales process

Before you start creating your scripts, you need to identify the critical points of the sales process. These points can be the sticking points in the sales process or the most important issues for customers. For example, if your customers have frequently asked questions about the checkout process, you should make sure that you include this information in your script.

Create effective sales scripts

A good script should be concise, clear, and persuasive. Therefore, it is essential to provide agents with the information they need to guide the customer through the sales process effectively. It is important that it remains consistent with the tone and speech of the company, although, in turn, it must be easily customizable in order to adapt to the needs of each request and offer a high-quality customer service.

Train your agents

Once you’ve created your sales scripts, you need to train your agents on how to use the scripts. Make sure they understand the sales process and know how to use scripting software correctly. Don’t forget to provide them with all the necessary information about the products and services you are offering. Good control over information is essential to capture customer attention and improve consumer loyalty.

Track calls

Use the call tracking feature of your contact center software to track the progress of your agents. With the information collected, you will be able to generate metrics and statistics that will help you identify areas for improvement and provide feedback to your agents.

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Key tips for using software with scripting tools

Here are some practical tips for using contact center software and creating your sales scripts effectively:

  1. Know your target audience: Before you start writing your scripts, it’s important to know your target audience. Research their needs, preferences, and demographics. With this information, you will be able to personalize the speech and generate a greater connection with the client.
  2. Be clear and concise: Customers don’t want to hear long and complicated speeches. It is important that the agent is clear and concise in his/her speech, summarizing the key points effectively. Therefore, avoid using technical or complicated terms that may confuse your interlocutor.
  3. Be empathetic: To improve your sales, it is important that the customer or potential customer feels understood and valued. Actively listen to what he is saying and use kind and respectful language to establish an emotional connection.
  4. Use an appropriate tone of voice: The tone of voice you use is also very important. Use a friendly but firm tone to convey security and confidence in what you are offering.
  5. Learn to handle objections: During the call, the customer is likely to have objections or doubts. Instead of ignoring them, learn to manage them effectively. Listen carefully and provide clear and convincing answers.
  6. Use concrete examples: To illustrate the benefits of your product or service, use concrete and relevant examples. This way, you can demonstrate how your solution can help them solve a problem or fill a specific need.
  7. Practice and perfect your script: Use Contact Center software like EVOLUTION to record your calls and listen to them later. Therefore, you can identify areas for improvement in your script and refine it to obtain better results.


At ICR Evolution we have the solution you are looking for: discover EVOLUTION

Using contact center software with scripting tools is the solution you need to improve sales in your contact center: personalize your speech, specify the focus and objective of each call and measure performance to multiply the effectiveness of your agents and generate greater connection with customers.

Choose a software for your contact center like EVOLUTION. We offer the best value for money on the market, unbeatable support and all the benefits of an omnichannel solution. Request a free personalized demo now!

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