What to say,
and how to say it :-)

Conversations with your customers happen everywhere; in contact centres, shops, hotels and dealerships. And, in many ways; over the phone, face-to-face, via web chat and through social media channels. We'll help you to make those conversations better for your advisors, your customers and your business.
Tone of Voice programme - phone and face-to-face
Ever phoned someone and been greeted with Hello, but felt like you've been told to go away? That's tone of voice at work.
In the 60's, Prof Albert Mehrabian looked into what affects what we understand from conversations. He came up with the now famous rule that, when talking about emotions, it's 7% words, 38% how they're said and 55% facial expression. In our research on phone service, customer satisfaction scores rose by 95% when we changed the tone of an advisor through both the words they used and how they said them.
We provide training on language and voice for advisors as well as training staff. We also give advice on quality monitoring, performance management and recruitment so that you can really get spoken tone of voice working for your business.
Scripts - phone, face-to-face and social media
When your agents are just starting out, scripts and on screen prompts can help them learn the ropes quickly. And, give them the confidence they need. Scripts are also useful when what is said is governed by the need to comply with regulations.
If you use outsource partners, with locations both home and abroad, scripts can also be very helpful as they give you more control over both training and quality.
Our service experts will work with your operational, training and compliance teams to understand and decide what needs to go into your scripts. Then, our writers will create clear and conversational scripts and screen prompts.
You'll get scripts that make your staff sound human, are easy to understand, quickly cover everything that needs to be said. And, make sure you comply with those dreaded regulations.
In our research on phone service, customer satisfaction scores rose by 95% when we changed an advisor's tone through voice and languange.
Knowledge management articles - phone conversations
We've spent many an hour writing knowledge management articles for customer service advisors. What they tell us is this: Write articles in a conversational way.
Why? Well, they're much easier to understand. And, (here comes the important bit) the articles can be read back to customers. So advisors don't have to work so hard thinking of the right words to say. The risk of them explaining things badly is less. And, customers get the answers they need quickly and clearly.
What does it all add up to? Quicker conversations that cost less. Customers getting the answers they're after first time so that satisfactions score are higher. And, there's less likelihood of them calling back. Which, in our book, is a waste of everyone's time and money.
Web chat and social media

Our tried and tested programmes will give you everything you need to improve your webchat service and meet business objectives:

Discoveries — mystery shopping, benchmarks and what can be improved as well as how

Reference guides — easy to use guides for advisors

Canned responses — copy-paste examples for advisors to use and adapt

Workshops — Essential skills for advisors and trainers

eLearning — Follow up learning for advisors and training for remote workers

Management — Score card design, cabilbration workshops, reference examples and advisor tests

Ongoing support — Coaching activities and SMARTS