Have you ever called a company’s support line looking for help, only to hear the same lines you’ve heard a million times before? How did that make you feel?
Great customers experiences are driven by personal connections and the willingness to go above and beyond. This can rarely be achieved with dictated responses. At Ruby, we’ve found eliminating scripts empowers our receptionists to focus on creating a great experience. Rather than provide our receptionists with verbatim wording, we arm them with tone and phrasing to help during even the toughest of calls.
When you throw out the script, here’s what you can expect:
A better caller experience. Humans want to feel heard and understood by nature, even when making a phone call. When scripted, a receptionist might sound robotic and stiff—after all, none of their words are really their own! A receptionist trained to conduct their calls in a more conversational way can relay their sincere desire to help. They create connections through individualized conversations and relating to callers. As a result, your caller won’t feel like just another face in the crowd.
Increased accuracy. With lengthy scripts come higher chances of inaccuracy. If a receptionist is reading through lines and lines of wording, they may misread or even skip a line. What if they miss another important instruction, like who the caller should be directed to? Going scriptless means a receptionist will innately learn the best responses to caller’s questions, even if it is simply deferring to the best person to speak with. Your callers will be happy they’ve reached someone who can point them in the right direction!
Empowered receptionists. Providing receptionists the tools and confidence to handle calls without scripts creates a culture of empowerment. If a true emergency call came in, would you prefer your receptionist to try and reach you, even if it meant going outside of your standard instructions? Or would you rather the receptionist deliver an unhelpful scripted response to your caller? Allowing receptionists to think on their feet means they’re enabled to do what’s right for your caller, and by extension, your business.
So throw out the script and focus on providing the necessary information for your team to deliver great experiences. For Ruby, that includes:
- A great greeting
- Informative FAQs
- Up-to-date call handling instructions
- Intake questions for new clients
Our expert receptionists will take it from there!
