According to ICMI Research, 45 percent of consumers will switch to voice for online transactions if their needs aren’t being met or if their questions or concerns are not addressed immediately by an automated system.

Therefore, it’s important that contact center agents be prepared to handle calls swiftly and often spontaneously. This means agents must sometimes forego their scripts to ensure a customer doesn’t feel like he or she is simply being given the run around.

A few strategies to improve unscripted calls include:

  • Provide customer care uniformity by ensuring agents have the flexibility and tools to improvise when needed.
  • Be natural. Customers don’t want to speak to robots and can easily detect when a call is becoming a simulation of an automated call, rather than a physically present and human response.
  • Respond to a customer’s concerns with the utmost respect. If customers are upset, empathize to show that you’re not only there to listen, but also to help.
  • Concentrate on finding solutions or options that can satisfy or resolve your customers’ concerns.

Remember: Your contact center services ROI depends heavily on the ability of your agents to make a human connection with customers. So your agents should always put themselves in the shoes of your customers.  What may seem trivial to you may matter immensely to him or her. Consumers have distinct expectations and life experiences, so don’t assume their issues are unimportant. Though the use of scripts allows most agents to stay on track, use your better judgment to determine when you need to reach out to your customer compassionately.

Business Intelligence services that allow you to understand your customer base and personalize their experience, include list development and data analytics, such as predictive models, customer data profiles, segmentation strategies and demographic scripting, which are all invaluable to improve your results and heighten your contact services ROI.

Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He has also been honored with a number of awards and recognitions for his contributions to the call center industry, including the ATA’s highest honor, the prestigious Fulcrum Award.