Checklist

Quality conversations framework for contact centers

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Looking to enhance your customer experience?

Effective contact center scripts and conversations don’t just happen. It’s all about having the right framework in place to help you develop a conversation that works for your business. This simple and effective framework is your guide to having quality conversations:

1
Connect with a genuine welcome
Ensure to create a positive first impression that makes the customer know they they’re valued and is speaking with an expert who is able and willing to help.

Engage the customer
Frame the call by letting the customer know that they’re going to be helped by an expert.
2
Ask questions and discover
Demonstrate your curiousity by asking questions and listening, show that we’re genuinely interested.

Identify needs
Uncover the customer’s needs and understand their situation. Be thorough and efficient.
Own the experience
Show the customer your expertise and ability to assist by providing a tailored solution and taking ownership of the next steps.

Present solution
Offer solutions: features, generic benefits and timeframes for solutions.

Gain agreement
Seek out the customer’s commitment to the need. Manage their questions, concerns and objections.

Add value
Act on the opportunities to meet the customer’s needs. Take the extra step to educate them.
3
Wrap up with a friendly farewell
Conclude the conversation by ensuring the customer feels valued and acknowledged.

Close conversation
Deliver the conversation in a positive manner, reinforce the value delivered and drive the call home.

Call cues for success

1
Engage customer
  • Use a branded greeting
  • Introduce yourself
  • Use the customer’s name
  • Offer help, provide assistance
  • Clarify or paraphrase enquiry
  • Strong statement of assistance
  • Seek to engage
  • Set the agenda
  • Verbal nods.
2
Identify needs
  • Establish the reason for the conversation
    Demonstrate curiousity, ask questions
  • Identify what outcome the customer is seeking
  • Open and closed questions
  • Empathize about the customer’s situation
  • Avoid excessive and unnecessary questions
  • Summarize key points before presenting a solution.
Present solution
  • Offer solutions
  • Describe features
  • Outline generic benefits
  • Check if customer understands
  • Answer their queries
  • Agreement question.
Gain agreement
  • Confirm customer is satisfied
  • Reiterate the agreed solution
  • Provide follow-up options
  • Thank the customer for their time
  • Document the conversation
  • Close the interaction professionally.
3
Close conversation
  • Summarise the call and key outcomes
  • Confirm customer satisfaction
  • Offer further assistance linked to the customer’s goal
  • Thank the customer Use a branded and personalized engaging farewell.

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