Pros and Cons of a Script in a Lead Generation Call Center

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Pros and Cons of a Script in a Lead Generation Call Center

How Can a Script Help Your Lead Generation Call Center?

Lead generation call center is an effective way to gain more prospect customers. It widens the target market for your business. This gives you more profit while maintaining the quality of your service. On top of that, most customers appreciate a proactive contact with them about a product. 

This is so popular that it is one of the most in-demand services in the Philippines. It provides more opportunities to the BPO industry. Thus, several call center companies are continuously upgrading the quality of the lead generation agents.

 

Speaking of agents, there are several factors that make a successful lead generation. The most important is the clarity of the message you want to convey. According to Microsoft, the average attention span of a customer is 8 seconds. Within that time frame, you need to win their curiosity or you will have a wasted opportunity.

 

With this in mind, your first sentence is the most important part of your message. That is why some companies prefer to have a uniform introduction or script. In this script, you will need to provide all the necessary information with a short amount of time.

 

Although scripts seem vital in outbound lead generation, there are also some drawbacks. Let us take a look at its pros and cons.

 

Advantages of a Scripted Lead Generation Call Center

Keep in mind that these advantages work in either a long spiel or a shorter but concise product explanation.

Consistency in Branding

When your agents have a script to follow, it is easy to deliver what you need to say. A good script does a pretty amazing job in maintaining your branding. It gives you a consistent identity to your customers.

 

Aside from identity, branding consistency gives you a reputation. It is up to you now how you will make this reputation favorable to your business. All in all, it is easy to create a name for your business if you have a coherent message.

Quantifiable Solutions to a Problem

When you have a script for your product, it is easier to identify the problems. You can see if customers are responding to the script you made for them. If not, you can always edit it out to make it more appealing to them.

 

Besides that, you can also enhance your script by getting information on which message they react the most. You can improve the most popular service. Thus, it will make your product more prominent. Customers will also value your company as you listen to consumers’ suggestions.

Reducing the Difficulty in Training Agents

Whenever there is a newcomer to your team, the challenge is training them. Explaining the call flow and product itself are difficult tasks. Besides that, it might eat a lot of time getting your agent to familiarize the product.

 

If you have a script, you only need to give minimum effort in explaining things. The script allows the agents to get used to the product. By reading it, they will gain more knowledge on the product they are discussing. As a result, your agents will become expert in your product in only a short amount of time.

Increase Productivity For Your Agents

When your agents have a script to follow, it is easier to handle calls. It means they can either close a deal immediately or make the customer think about your service. They can move on to their next prospect.

 

Aside from faster transactions, your agents closing rate will improve. Customers would like to hear all the information they need within a short period of time. Some agents would either under explain or bombard prospects with information when they don’t have a script.

 

Disadvantages of a Scripted Lead Generation Call Center

Most of these disadvantages are because of the agents unfamiliar with your product or service. Although there are some remedies, here are some disadvantages of having a scripted lead generation.

Robotic Conversation

Some owners prefer that agents will stick to the script. It allows them to convey the message accurately. However, agents might miss the opportunity to build a rapport with customers by responding in a conversational way.

 

For example, your customer would like to talk about something else but it is not part of the script. The agent will end up diverting the conversation into what the script should be. It leaves an uncomfortable feeling to your customer. Some feel that you are more focused on selling products than helping them at all.

 

You can solve this disadvantage by having a rigorous product training for your agent. This will cost you more time and resources. But, it is a guarantee that your agent can stick to their script while talking casually with your customer.

Limited Customization of What the Agent Can Say

Your customers have different needs and personality. The universal script won’t suffice in targeting a larger market. The agent will just work within the confines of the script provided. They might not be able to help prospect clients with other things outside of the script.

 

As a result, agents will most likely miss the opportunity to convert them into prospect buyers. The remedy for this kind of problem is to create several scripts for different situations. Although this seems to be a lot of work, you can rest assured that you will cover every concern of your prospect clients.

Agents Might Hasten the Delivery

Some of the agents’ metrics is to generate a target number of prospects everyday. With this in mind, they tend to hurriedly finish every conversation. This allows them to call more prospects and offer them your product. This is not good especially if the customer will feel that the only reason they are calling is to plainly offer them something.

 

You can conduct communication skills training with your agent. This way, you can train them to sound natural even if they are reading a script. It will also help them to deliver the script at a moderate speed. 

Agents Might Heavily Rely on the Script

There’s a tendency that agents will read the script word by word. Sometimes, it may sound unnatural to your customer. Besides that, agents may become complacent that they barely review the product. They are dependent on what the script can provide to them.

 

An adjustment you can do here is to provide a bulleted call flow instead of a full blown script. Have your agent fill all the information in the bullet list. This makes your agent knowledgeable about the product. Customers like to talk to people that have a lot of knowledge with what they are saying.

How to Write a Script for Your Lead Generation Outbound Calling Service?

Writing scripts for your outbound call center operation can be tricky. If we caught your interest with this idea, here some guides to follow in writing:

  • Define the Purpose of the Call

  • Create a script that will lead you directly with the management (for B2B calls)

  • Identify your customer’s degree of interest towards your product

  • Determine customer’s pain points and needs

  • Elaborate the functions of your product

  • Identify the FAQs

  • Prepare short answers for those FAQs

  • Create a closing spiel related to your Product (The catchier, the better)

     

To summarize, it is important not to stick with the standard template when creating a script. You should create a call script that will catch your target customer’s interest. Otherwise, you will just end up losing a lot of opportunities in outbound lead generation

 

Best Agents For Your Lead Calling Service

Your outbound script is only as good as the agent delivering it. They either make a good impression with your client or completely botched the conversation. With this in mind, here are some of the qualities of agents for lead calling service:

  • Computer Literate

  • Excellent Communication Skills

  • Friendly

  • Patient

  • Outstanding Work Ethics

     

These seem like pretty generic attributes. However, these are essentials in generating more leads for your company. Make sure to deal with a company that has the same core value as your business.

 

Converting Leads Through Outbound Sales BPO

Generating leads is not enough if you want to gain more profit. Some customers won’t just spend money after you introduce to them your product. You need to make a follow up by calling again and pursue them to purchase your service.

 

This is where outbound sales BPO is useful. It serves as a reminder that you introduce your product and they like what you are offering. It is not advisable to immediately “sales talk” them right away after you mention your service. Give them time to think first before pursuing to close a sale.

 

With this in mind, look for a company that can offer both lead generation and sales BPO. It is more convenient to have them both in your operation. Besides that, it is easier to deal with one company compared to talking to multiple businesses.

 

Generally speaking, Magellan Solutions is one of the best outbound call centers in the Philippines. We have a wide range of services that will surely fit with your business operation.

 

Our agents are also top-notch. We conduct training to enhance their skills and prepare them for any industry. Your customers deserve the best call center experience. Contact us today and get a free 60-minute consultation. Please fill up the contact us form below.

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