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We facilitate training programs

that provide our employees with not just medical coding and transcription, but also extensive language skills (grammar and voice & accent).

C'MON! LET'S PRACTICE!

MOCK CALLS

Benefits of Call Scripts

Maintain compliance.

Avoid human error.

What Customers Really Think About Your Script

Ensuring that your representatives are reading an exact script for clinical/medical requirements.

A call script that your representatives can reference serves to remind them of the processes you have in place.

This is more along the lines of the typical client perception of what call scripting is, so it is something that you should use sparingly and only to stay compliant with regulations.

Promote consistency.

Increase client satisfaction

and representative performance.

A call script ensures that your clients will get the same response when they call in with an issue, no matter which representative picks up the phone.

Incorporating best practices into your scripts and teaching lower performing agents on how to increase their performance.

This will increase your client satisfaction as they will start receiving a higher lever of service.

This level of consistency is important,

since you want to ensure that all of your customers have a similar experience with your company and brand.

Reduced training time.

Increase representative's confidence.

If used wisely, call scripts can also help reduce agent turnover. With a script as a guide, your representatives won’t feel pressured to learn all of your processes and be able to recite them back to you and the client with ease.

When representatives know that they can rely on a script as a guide on how to handle client issues, they will spend more time listening to the customer, rather than worrying about how to handle a particular inquiry.

Customers prefer unscripted calls.

Improved customer call experience when agents don't scripted.

Express care, respect, and attentiveness.

First name basis and pleasantries.

Mirroring helps agents sound attentive.

Empathy and Customer Service:

Training or Scripting?

CPO Industry

in the Philippines

Scripts are effective for directing conversations, but not for communicating empathy.

Agents who express a real understanding of a client's issue are effectively displaying empathy in their customer service. Repeatedly telling a customer that "you feel their pain," while reading from a script, is very different.

The fast-emerging industry

in the country’s outsourcing sector.

Empathy is a skill that can be taught in communications training courses, through extensive role playing.

Philippine CPO Industry:

Global Leader in the Healthcare Outsourcing Industry

Philippine’s Unique Advantage:

A Massive Qualified Talent Pool

of Nursing Graduates

an abundance of opportunities

in global healthcare and the Philippine’s

current 250,000 nursing graduates

puts the country in a unique advantage

known for a talented workforce

and the BPO industry focusing

on securing standards to be compliant with

security procedures of the US healthcare industry,

the Philippines can certainly become

the top provider of

healthcare outsourcing services

in the world in the span of a few years

Largest CPO Company in the Philippines

We are the pioneer in the CPO Industry in the country.

We boast in our superior medical talent, staff retention, scalability, health care passion

and focus, domestic presence, US-Philippine integration, and security

DO's and DON'Ts

of Call Scripting

Allow your representatives

to “free wheel”.

Don't rely ONLY on the script.

Avoid narrating every bit from the script as it sounds robotic on the agent’s end.

Using the script as a guide means using

the representatives' skills in

a much more natural way.

Keeping the script for reference is advisable.

Representatives should be allowed to

put information in the script into their own words, making sure to incorporate key metrics.

Do use call guides, not scripts.

Don't read out scripts for outbound use.

Any script needs to be learned prior to any calls being made.

Come up with guiding principles and prompts rather than entire scripts, which make it very difficult for an agent to sound knowledgeable, confident, and engaging.

Any script needs to be in simple language, comprised of short sentences and paragraphs.

Personalizing each call can significantly improve the customer experience, switching your customers back on and delivering better results.

It is useful to have key words and phrases written down as bullet points to act as an aide-memoire.

Call Script Delivery

Program Objectives

At the end of this program, you are expected to:

understand the importance

of script delivery in training

learn the DO's and DON'Ts of

call scripting

Making compliance sound interesting

demonstrate call handling competency by efficiently

delivering natural-sounding

scripts and conversations

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