What is a Script?
A call center script is a document designed to provide agents with clear instructions, responses, and step-by-step guidance on how to handle various common customer issues and interactions.
It ensures consistency within the team and provides stress-free direction on what to say to the customer because it meets the call criteria.
It gives guidance conversations and reduces errors enabling service and support teams to be more efficient and handle customer conversations most professionally.
Outside operating hours
If callers want to know if they can call Council outside operating hours advise the following:
"For inquiries regarding council matters or reports outside of regular operating hours, please contact the Council's Emergency Service using the council's main number and press 1"
Unable to hear or understand the customer
TBD