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Why the Unscripted Experience is the Future of Call Center Solutions

Photo by Berkeley Communications on Unsplash

Imagine this: you’ve just gotten home after a long day at the office, your boss was relentless, traffic was unbearable, the weather wasn’t picture perfect and you got more coffee on your shirt than you did in your blood stream. You’re ready to put the day to bed, get in your pajamas and cuddle up to your favorite streaming service. Just when you get comfortable on the couch, your service doesn’t work. You unplug, plug in again, you hit the remote, you bang your device a few times and still nothing. So, you do the thing you loathe the most and dial customer service, ready for another disappointing experience.

The Experience

Let’s face it, most of today’s consumers would rather call the Devil himself than a customer service line. What used to be known as the emergency service hotline to any in-home problem, has now become an automated, inauthentic mess that creates more havoc than the original problem. Customers want to be serviced with validation and with a true experience with a representative of the brand who cares about them, their problem, and their money. So, how can we streamline our services without sacrificing our brand needs? Through the unscripted experience.

We at Valor Global use the unscripted experience for our customer’s to enhance our relationships, our culture, and ultimately our client satisfaction. With an unscripted experience, we have all the necessary tools to make our customers happy and our clients ecstatic thanks to increased retention and improved CSAT scores.

Authenticity

In a world of ingenuity, your customer is ready for the good ol’ days of true authenticity. The customer can hear a script a mile away, which is bound to elevate their frustration they already have with your service. When a customer care associate can identify a problem and speak in a humanly manner, they’re bound to improve not only the relationship but also better identify problems and ultimately assist in the de-escalation of their frustration. The unscripted experience allows for quality engagement rather than the quantity of talking points you’re wanting them to hit. 

Improvement of Customer & Client Relationships

Companies such as Hulu and REI teach associates to build relationships with their customers prior to selling them their products. With an unscripted customer experience, you can coach your teams’ key words and questions to get to know your customer while also solving their problems. We facilitate the teachings of key questions that are associated with the brand, allowing associates to create quality conversation with the customer. Whether that be a television show, trending topic, favorite coffee or activity, your agent is bound to make a connection with that customer, ultimately building trust and commitment with them.

Brand Loyalty

Patagonia has brand loyalty down to a science, even their customer experience speaks into their brand and their commitment to protecting the environment. Their customers are known to spend higher dollar amounts on their gear and apparel because of those commitments. In a world with a multitude of similar products on the shelf, some with a lower price point, your brand loyalty needs to shine to keep and retain your customer. We work hard to provide talking points about why the brand of our client’s is important and why our agent works and respects the brand. These are all-natural conversation pieces that are incorporated into every call and ultimately result in increased brand loyalty and satisfaction.  

Simplified Training Resources

No script, no problem. Without study materials, our employees actively learn the brand and necessary engagement in a more relaxed environment. Y-connects, system resources, and mentorship improve both your training time and employee retention rates by creating comfort and independence to establish the agent’s own brand of customer service. We take out the scary thought of an exam post-training, avoiding any discrimination to those who might classify as a poor test taker. The employee can feel empowered to engage with the customer in a more human-to-human experience without ego or scripting to roadblock the experience.   

Enhanced Quality Assurance

Gone are the days of your Quality Assurance team searching for key words, terms, and talk time minimums. Rather than being so focused on looking for specifics from the agent, the QA team member can focus on what really matters, the quality of engagement and problem solving that your employee is having with their client. As quoted by Tom Peters, American writer on business management practices, “Almost all quality improvement comes via simplification, design, manufacturing, layout, processes, and procedures.” Ensuring there is a quality conversation allows for a quality conversation to happen.

About Us

Valor Global is a leader in providing Call Center solutions to
customers around the world. Headquartered in Arizona and offices in the
Philippines and Costa Rica with 2,000+ global employees, Valor is the industry
leader in Net Promoter Score (NPS), Customer Satisfaction (CSAT) and employee
retention in Customer Care, Account Management, First party collections, and
technical support. Valor delivers extraordinary cost effective, robust 24/7 onshore
and offshore support models. Valor provides extraordinary experiences to enable
its customers to align people, process and technology resulting in happy and
timely outcomes. Valor infuses culture, innovation leveraging best in class
technology, operational excellence using LEAN and Agile framework. Valor
systems and data centers are hosted within SSAE 16 compliant data centers with
operational processes designed to ensure security and compliance with ITIL and
other industry security standards.

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