I have the pleasure of coaching CSRs over the phone. The ultimate goal of our time together is to raise their Tooty scores. I usually begin by asking, “How do you use your script right now? Do you have it somewhere that allows you to refer to it at a glance or do you write on a script during the call?” The majority of CSRs will confess that they have the scripts in a folder or taped to the wall, but don’t actually use them.

Would your CSRs say scripts work best when-
A) Used as a coaster for a coffee mug
B) Used as a magnet to capture flies and dust bunnies
C) Used as a tool to document and streamline customer conversations
Recently a CSR told me she had all the scripts memorized. However, her scores ranged from 22 to 75 which clearly indicated she was overlooking important details. To help her realize where she had blind spots we began to review all her evaluations since she began in April. She tallied how many times she had deductions for each skill and realized she was missing the same things time and time again. She discovered her own blind spots which made it easier for me to help her commit to a strategy to improve.

If you are not happy with your team’s scores or you have individuals who are struggling, here are some strategies to help you make those scripts work.
1) Dust off the scripts and revamp them so they are easy to look at. A new font can trick the eye to look at old information in a new way. For the residential, roll-off and commercial new business scripts, use both sides of your paper. Have side one include everything needed to ask for the sale. Have the back side relate to everything needed for a set-up. You will have more space for notes, too. A completed script should be a part of required documentation for any new service. This helps when the phones are busy and your CSRs might be saving the new start data entry until later.
2) Have each CSR look at past evaluations and tally how many times he/she is receiving deductions for each skill. The top 3 or 4 should be highlighted on the scripts as a visual reminder. This process should be repeated each month.
3) Any CSR that does not score 90 or above consistently should be required to complete a script for each call. For accountability, collect the scripts at the end of each day and spot check them. If it was a busy day and a CSR only hands in a few then it’s a good chance that the CSR got off track and took some short cuts that will have an effect on your operation.
4) When the Tooty calls come in, do not pass out the evaluation. Have the CSR grab the appropriate script and queue up the audio for him/her to listen to. Have your CSR score the call and tell you afterwards what specifically will be done to improve. Remember to document that on the Tooty website by clicking on the comment button when you are in the evaluation to track the person’s commitments.

Our common goal is to be better and more effective day by day and to accomplish that we not only need strategies that work, we need to implement them. The script is a tool to document and streamline customer conversations. You are empowered to pick one or all of the suggested strategies to move your team forward.