Call Center Scripts A Complete Guide - 2020 Edition

By Gerardus Blokdyk

How does this affect the customer experience, and how would the customer like this to be improved? How does your organization go about generating the ideas needed to enrich customer experiences in a way that makes your brand memorable? As related to customer experience efforts, to what extent do talents/skills exist in your organization? How is employee experience affecting customer experience? What are the most challenging aspects of executing digital customer engagement?

This powerful Call Center Scripts self-assessment will make you the established Call Center Scripts domain assessor by revealing just what you need to know to be fluent and ready for any Call Center Scripts challenge.

How do I reduce the effort in the Call Center Scripts work to be done to get problems solved? How can I ensure that plans of action include every Call Center Scripts task and that every Call Center Scripts outcome is in place? How will I save time investigating strategic and tactical options and ensuring Call Center Scripts costs are low? How can I deliver tailored Call Center Scripts advice instantly with structured going-forward plans?

There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Call Center Scripts essentials are covered, from every angle: the Call Center Scripts self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Call Center Scripts outcomes are achieved.

Contains extensive criteria grounded in past and current successful projects and activities by experienced Call Center Scripts practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Call Center Scripts are maximized with professional results.

Your purchase includes access details to the Call Center Scripts self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:

- The latest quick edition of the book in PDF

- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

- The Self-Assessment Excel Dashboard

- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

- In-depth and specific Call Center Scripts Checklists

- Project management checklists and templates to assist with implementation

INCLUDES LIFETIME SELF ASSESSMENT UPDATES

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

• Language: English
• Publisher: 5STARCooks
• Release date: Sep 6, 2019
• ISBN: 9780655964933

Book preview

Call Center Scripts

Complete Self-Assessment Guide

The guidance in this Self-Assessment is based on Call Center Scripts best practices and standards in business process architecture, design and quality management. The guidance is also based on the professional judgment of the individual collaborators listed in the Acknowledgments.

Notice of rights

You are licensed to use the Self-Assessment contents in your presentations and materials for internal use and customers without asking us - we are here to help.

All rights reserved for the book itself: this book may not be reproduced or transmitted in any form by any means, electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of the publisher.

The information in this book is distributed on an As Is basis without warranty. While every precaution has been taken in the preparation of he book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to be caused directly or indirectly by the instructions contained in this book or by the products described in it.

Trademarks

Many of the designations used by manufacturers and sellers to distinguish their products are claimed as trademarks. Where those designations appear in this book, and the publisher was aware of a trademark claim, the designations appear as requested by the owner of the trademark. All other product names and services identified throughout this book are used in editorial fashion only and for the benefit of such companies with no intention of infringement of the trademark. No such use, or the use of any trade name, is intended to convey endorsement or other affiliation with this book.

Copyright © by The Art of Service

http://theartofservice.com

[e-mail]

About The Art of Service

The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.

Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.

Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.

Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:

http://theartofservice.com

[e-mail]

Included Resources - how to access

Included with your purchase of the book is the Call Center Scripts Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.

How? Simply send an email to

[e-mail]

with this books’ title in the subject to get the Call Center Scripts Self Assessment Tool right away.

You will receive the following contents with New and Updated specific criteria:

•The latest quick edition of the book in PDF

•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...

•The Self-Assessment Excel Dashboard, and...

•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

•In-depth specific Checklists covering the topic

•Project management checklists and templates to assist with implementation

INCLUDES LIFETIME SELF ASSESSMENT UPDATES

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.

Get it now- you will be glad you did - do it now, before you forget.

Send an email to [e-mail] with this books’ title in the subject to get the Call Center Scripts Self Assessment Tool right away.

Purpose of this Self-Assessment

This Self-Assessment has been developed to improve understanding of the requirements and elements of Call Center Scripts, based on best practices and standards in business process architecture, design and quality management.

It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.

The criteria of requirements and elements of Call Center Scripts have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.

In this format, even with limited background knowledge of Call Center Scripts, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.

How to use the Self-Assessment

On the following pages are a series of questions to identify to what extent your Call Center Scripts initiative is complete in comparison to the requirements set in standards.

To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.

1 Strongly Disagree

2 Disagree

3 Neutral

4 Agree

5 Strongly Agree

Read the question and rate it with the following in front of mind:

‘In my belief,

the answer to this question is clearly defined’.

There are two ways in which you can choose to interpret this statement;

1.how aware are you that the answer to the question is clearly defined

2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.

A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.

After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Call Center Scripts Scorecard on the second next page of the Self-Assessment.

Your completed Call Center Scripts Scorecard will give you a clear presentation of which Call Center Scripts areas need attention.

Call Center Scripts

Scorecard Example

Example of how the finalized Scorecard can look like:

Call Center Scripts

Scorecard

Your Scores:

BEGINNING OF THE

SELF-ASSESSMENT:

Table of Contents

About The Art of Service11

Included Resources - how to access11

Purpose of this Self-Assessment13

How to use the Self-Assessment14

Call Center Scripts

Scorecard Example16

Call Center Scripts

Scorecard17

BEGINNING OF THE

SELF-ASSESSMENT:18

CRITERION #1: RECOGNIZE19

CRITERION #2: DEFINE:25

CRITERION #3: MEASURE:36

CRITERION #4: ANALYZE:48

CRITERION #5: IMPROVE:61

CRITERION #6: CONTROL:76

CRITERION #7: SUSTAIN:85

Call Center Scripts and Managing Projects, Criteria for Project Managers:132

1.0 Initiating Process Group: Call Center Scripts133

1.1 Project Charter: Call Center Scripts135

1.2 Stakeholder Register: Call Center Scripts137

1.3 Stakeholder Analysis Matrix: Call Center Scripts138

2.0 Planning Process Group: Call Center Scripts140

2.1 Project Management Plan: Call Center Scripts142

2.2 Scope Management Plan: Call Center Scripts144

2.3 Requirements Management Plan: Call Center Scripts146

2.4 Requirements Documentation: Call Center Scripts148

2.5 Requirements Traceability Matrix: Call Center Scripts150

2.6 Project Scope Statement: Call Center Scripts152

2.7 Assumption and Constraint Log: Call Center Scripts154

2.8 Work Breakdown Structure: Call Center Scripts156

2.9 WBS Dictionary: Call Center Scripts158

2.10 Schedule Management Plan: Call Center Scripts160

2.11 Activity List: Call Center Scripts162

2.12 Activity Attributes: Call Center Scripts164

2.13 Milestone List: Call Center Scripts166

2.14 Network Diagram: Call Center Scripts168

2.15 Activity Resource Requirements: Call Center Scripts170

2.16 Resource Breakdown Structure: Call Center Scripts171

2.17 Activity Duration Estimates: Call Center Scripts173

2.18 Duration Estimating Worksheet: Call Center Scripts175

2.19 Project Schedule: Call Center Scripts177

2.20 Cost Management Plan: Call Center Scripts179

2.21 Activity Cost Estimates: Call Center Scripts181

2.22 Cost Estimating Worksheet: Call Center Scripts183

2.23 Cost Baseline: Call Center Scripts185

2.24 Quality Management Plan: Call Center Scripts187

2.25 Quality Metrics: Call Center Scripts189

2.26 Process Improvement Plan: Call Center Scripts191

2.27 Responsibility Assignment Matrix: Call Center Scripts193

2.28 Roles and Responsibilities: Call Center Scripts195

2.29 Human Resource Management Plan: Call Center Scripts197

2.30 Communications Management Plan: Call Center Scripts199

2.31 Risk Management Plan: Call Center Scripts201

2.32 Risk Register: Call Center Scripts203

2.33 Probability and Impact Assessment: Call Center Scripts205

2.34 Probability and Impact Matrix: Call Center Scripts207

2.35 Risk Data Sheet: Call Center Scripts209

2.36 Procurement Management Plan: Call Center Scripts211

2.37 Source Selection Criteria: Call Center Scripts213

2.38 Stakeholder Management Plan: Call Center Scripts215

2.39 Change Management Plan: Call Center Scripts217

3.0 Executing Process Group: Call Center Scripts219

3.1 Team Member Status Report: Call Center Scripts221

3.2 Change Request: Call Center Scripts223

3.3 Change Log: Call Center Scripts225

3.4 Decision Log: Call Center Scripts227

3.5 Quality Audit: Call Center Scripts229

3.6 Team Directory: Call Center Scripts232

3.7 Team Operating Agreement: Call Center Scripts234

3.8 Team Performance Assessment: Call Center Scripts236

3.9 Team Member Performance Assessment: Call Center Scripts238

3.10 Issue Log: Call Center Scripts240

4.0 Monitoring and Controlling Process Group: Call Center Scripts242

4.1 Project Performance Report: Call Center Scripts244

4.2 Variance Analysis: Call Center Scripts246

4.3 Earned Value Status: Call Center Scripts248

4.4 Risk Audit: Call Center Scripts250

4.5 Contractor Status Report: Call Center Scripts252

4.6 Formal Acceptance: Call Center Scripts254

5.0 Closing Process Group: Call Center Scripts256

5.1 Procurement Audit: Call Center Scripts258

5.2 Contract Close-Out: Call Center Scripts260

5.3 Project or Phase Close-Out: Call Center Scripts262

5.4 Lessons Learned: Call Center Scripts264

Call Center Scripts and Managing Projects, Criteria for Project Managers:266

1.0 Initiating Process Group: Call Center Scripts267

1.1 Project Charter: Call Center Scripts269

1.2 Stakeholder Register: Call Center Scripts271

1.3 Stakeholder Analysis Matrix: Call Center Scripts272

2.0 Planning Process Group: Call Center Scripts274

2.1 Project Management Plan: Call Center Scripts276

2.2 Scope Management Plan: Call Center Scripts278

2.3 Requirements Management Plan: Call Center Scripts280

2.4 Requirements Documentation: Call Center Scripts282

2.5 Requirements Traceability Matrix: Call Center Scripts284

2.6 Project Scope Statement: Call Center Scripts286

2.7 Assumption and Constraint Log: Call Center Scripts288

2.8 Work Breakdown Structure: Call Center Scripts290

2.9 WBS Dictionary: Call Center Scripts292

2.10 Schedule Management Plan: Call Center Scripts295

2.11 Activity List: Call Center Scripts297

2.12 Activity Attributes: Call Center Scripts299

2.13 Milestone List: Call Center Scripts301

2.14 Network Diagram: Call Center Scripts303

2.15 Activity Resource Requirements: Call Center Scripts305

2.16 Resource Breakdown Structure: Call Center Scripts306

2.17 Activity Duration Estimates: Call Center Scripts308

2.18 Duration Estimating Worksheet: Call Center Scripts310

2.19 Project Schedule: Call Center Scripts312

2.20 Cost Management Plan: Call Center Scripts314

2.21 Activity Cost Estimates: Call Center Scripts316

2.22 Cost Estimating Worksheet: Call Center Scripts318

2.23 Cost Baseline: Call Center Scripts320

2.24 Quality Management Plan: Call Center Scripts322

2.25 Quality Metrics: Call Center Scripts324

2.26 Process Improvement Plan: Call Center Scripts326

2.27 Responsibility Assignment Matrix: Call Center Scripts328

2.28 Roles and Responsibilities: Call Center Scripts330

2.29 Human Resource Management Plan: Call Center Scripts332

2.30 Communications Management Plan: Call Center Scripts334

2.31 Risk Management Plan: Call Center Scripts336

2.32 Risk Register: Call Center Scripts338

2.33 Probability and Impact Assessment: Call Center Scripts340

2.34 Probability and Impact Matrix: Call Center Scripts342

2.35 Risk Data Sheet: Call Center Scripts344

2.36 Procurement Management Plan: Call Center Scripts346

2.37 Source Selection Criteria: Call Center Scripts348

2.38 Stakeholder Management Plan: Call Center Scripts350

2.39 Change Management Plan: Call Center Scripts352

3.0 Executing Process Group: Call Center Scripts354

3.1 Team Member Status Report: Call Center Scripts356

3.2 Change Request: Call Center Scripts358

3.3 Change Log: Call Center Scripts360

3.4 Decision Log: Call Center Scripts362

3.5 Quality Audit: Call Center Scripts364

3.6 Team Directory: Call Center Scripts367

3.7 Team Operating Agreement: Call Center Scripts369

3.8 Team Performance Assessment: Call Center Scripts371

3.9 Team Member Performance Assessment: Call Center Scripts373

3.10 Issue Log: Call Center Scripts375

4.0 Monitoring and Controlling Process Group: Call Center Scripts377

4.1 Project Performance Report: Call Center Scripts379

4.2 Variance Analysis: Call Center Scripts381

4.3 Earned Value Status: Call Center Scripts383

4.4 Risk Audit: Call Center Scripts385

4.5 Contractor Status Report: Call Center Scripts387

4.6 Formal Acceptance: Call Center Scripts389

5.0 Closing Process Group: Call Center Scripts391

5.1 Procurement Audit: Call Center Scripts393

5.2 Contract Close-Out: Call Center Scripts396

5.3 Project or Phase Close-Out: Call Center Scripts398

5.4 Lessons Learned: Call Center Scripts400

Index402

CRITERION #1: RECOGNIZE

INTENT: Be aware of the need for change. Recognize that there is an unfavorable variation, problem or symptom.

In my belief, the answer to this question is clearly defined:

5 Strongly Agree

4 Agree

3 Neutral