{"id":120171,"date":"2022-06-02T16:55:16","date_gmt":"2022-06-02T14:55:16","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/scripts-de-call-center\/"},"modified":"2024-10-18T19:09:20","modified_gmt":"2024-10-18T17:09:20","slug":"scripts-de-call-center","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/scripts-de-call-center\/","title":{"rendered":"Scripts de Call Center"},"content":{"rendered":"\n
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Scripts de Call Center<\/h1>\n\n\n\n
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CONTACT SALES<\/a><\/div>\n\n\n\n
TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n
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\"Atendente<\/figure><\/div>\n\n\n

O que \u00e9 um script de chamada? Simplificando, \u00e9 um manual que um atendente de call center l\u00ea ao interagir com clientes de call center. Existem v\u00e1rios tipos de scripts, desde aqueles bem detalhados at\u00e9 scripts que servem como um roteiro b\u00e1sico a ser seguido pelo atendente durante a liga\u00e7\u00e3o. O script pode ser feito na forma de um texto contendo todas as palavras a serem usadas pelo atendente ou apenas itens espec\u00edficos (por exemplo, perguntas) que o atendente deve incorporar \u00e0 conversa.<\/p>\n\n\n\n

<\/div>\n\n\n\n
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Learn how to communicate with your clients<\/p>\n<\/div><\/div>\n\n\n

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\"\"<\/figure><\/div>\n\n\n
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Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n
<\/div>\n\n\n\n

Quais s\u00e3o os benef\u00edcios dos scripts de call center?<\/h2>\n\n\n\n
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  • The agent always knows what to say and how to respond.<\/li>\n\n\n\n
  • Customer calls always follow a\u00a0standardized procedure,<\/strong>\u00a0which means that the customer service is consistent.<\/li>\n\n\n\n
  • Agents provide callers with\u00a0accurate information.<\/strong><\/li>\n\n\n\n
  • Using scripts contributes to increased agent\u00a0productivity,<\/strong>\u00a0as calls are handled in a faster way.\u00a0<\/li>\n\n\n\n
  • Thanks to scripts, agents can be more confident during the call and make\u00a0less mistakes.<\/strong><\/li>\n\n\n\n
  • Using scripts significantly reduces the time necessary for training new agents.<\/li>\n<\/ul>\n\n\n\n

    Scripts simples tamb\u00e9m podem ser usados no in\u00edcio de uma chamada:Ol\u00e1 (Nome do Cliente), voc\u00ea ligou para XYZ, aqui \u00e9 o Atendente (Nome) falando. Como posso te ajudar hoje?<\/em><\/p>\n\n\n\n

    Embora os scripts de call center tenham se tornado cada vez mais sofisticados e adaptados \u00e0s necessidades espec\u00edficas dos clientes, eles tamb\u00e9m est\u00e3o associados a certos riscos. Em muitos casos, os clientes sentem que o atendente est\u00e1 lendo um script, o que causa uma m\u00e1 impress\u00e3o. Ent\u00e3o, como \u00e9 um roteiro realmente bom? <\/strong><\/p>\n\n\n\n

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    • If the script is naturally-sounding, the caller shouldn\u2019t even realize that the person they are talking to is reading from a script. Most customers prefer unscripted interactions and robotic responses make them feel alienated.<\/li>\n\n\n\n
    • Every script should be easy to read and understandable for all agents regardless of their experience.<\/li>\n\n\n\n
    • A well-written script can make the agent\u2019s job easier and improve their productivity. Many scripts include answers to frequently asked questions that can be easily identified on the basis of past interactions.<\/li>\n\n\n\n
    • Good call center scripts give a chance to customers to respond and to ask questions. Call center agents should be flexible and able to recognize when it\u2019s better to forget the script and switch to an unscripted customer interaction.<\/li>\n<\/ul>\n\n\n\n

      A integra\u00e7\u00e3o de um script eficiente com o software de call center ajuda os atendentes no tratamento de chamadas e aumenta o desempenho geral do call center.<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"

      O que \u00e9 um script de chamada? Simplificando, \u00e9 um manual que um atendente de call center l\u00ea ao interagir…<\/p>\n","protected":false},"author":29,"featured_media":213318,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[233],"tags":[],"class_list":["post-120171","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-call-center-pt-br"],"acf":[],"_links":{"self":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/120171","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/comments?post=120171"}],"version-history":[{"count":0,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/posts\/120171\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media\/213318"}],"wp:attachment":[{"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/media?parent=120171"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/categories?post=120171"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/test-staging.cloudtalk.io\/pt-br\/wp-json\/wp\/v2\/tags?post=120171"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}