Spilling the spiels

Most call it script, others call it dummy dialogue, I used to call it calibrated interaction, but now it’s commonly referred to simply as spiels, what contact center professionals use as either guide for managing calls or workflow to simulate calls and come up with the most productive information exchange, with the aim of providing the best possible call experience, for both ends.

Spiels can be in the form of questions and responses for specific call situations, sometimes printed (like a story script) or part of a training manual, or integrated into the CRM applications and call management software, a lot of times remaining unchanged or standard, tweaked only as the need arises.

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The daily huddle versus the pandemic

Grateful to have landed a job last year after months of search in the midst of the global pandemic and I have since been working full time. By that, I mean physically going to and fro my office on weekdays as the work-from-home arrangement is not a viable and practicable option in the new company I’m working with. With prior experience working remotely, albeit a short stint, I thought remote work wasn’t for me having spent most of my career on business operations or “where the action is” and well, I was actually missing the usual face-to-face work routine or what I call the daily huddle.

So yes, while everyone seems to want to work at home, I went versus the new normal and have been braving the daily drive or commute to work while still under the pandemic. All’s well so far but that’s not to say there weren’t any hiccups. And especially now that we’ve been struggling for over a year now and have yet to recover from the recurring quarantines, with the new COVID-19 variants crossing borders, delays in vaccine availability and inoculation, and the soaring numbers in new cases. You’re crazy to want to go outside!

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Honesty is the best teleselling policy

When your work involves any type of “selling” and in my case, it’s done mostly over the phone, every day seems to be an unending race for bigger numbers. And the challenging task of delivering these numbers are of course carried on by front-liners, guided by operations managers and team leaders with the focused mission of making sure precious calling hours on a shift are spent productively, with agents skillfully using voice, spiels, and attitude, to ensure that the day’s output stays on target.

While the combination of a pleasing voice, engaging spiels, and a positive work attitude help in building confidence, honesty, or transparency in teleselling proves to be a very important strategy in not only bringing in the sales but in making sure you engage in transactions that are intended to provide value to customers and from which the company will be able to grow its business. While most would engage in schemes to win the numbers game, the versus mentality tells us to do otherwise.

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