If you decide on being in a call center industry, you must start familiarizing yourself with what we call 'spiels'. Taken from Spiels Development and Delivery book written by Butch Albarracin, 'spiels' explains, motivates, informs, enlightens, entertains, reminds, inspires not in long-winded speeches, but in brief and concise remark that go straight to the point. The said definition may not be too relevant as per being a call center agent but can somehow be applied when you start practicing some call center spiels.
Normally call center agents' spiels are being said in the beginning, middle, and end of their conversation over the phone with the client. Most opening spiels include the name of the agent, id number and name of the company together with the open ended question "How may I help you today?" In cases of outbound calls, the same procedure usually follows except that an outbound call center agent or telemarketer would not end up their opening spiel asking what they can do for the client. Instead, it will end up looking for someone to whom they can talk to and sell the company's product or services. For instance:
"Thank you for calling WeGiveJobs, this is Ceegee my tech id is 12345. How may I help you today?"
"Good day my name is Ceegee, how can I help you?"
"Hi this is Ceegee from WeGiveJobs. I would just like to speak to the person in charge of your bills."
The spiels in the middle of an agent - client conversation, usually, are just explanations on what has to be done throughout the whole process and what led them to resolving the issue. In here, agents also tend to create small talks or rapport to build friendly but professional relationship with the client. As per telemarketing, the conversation would not normally have any format to follow. This part of the talk will likely be a certain portion where the agent will just explain the product that they are selling and what it can do over any other brand. It is more of doing a free style stroke where they can use their unique way of delivering spiels. Here are some samples:
"Basically, what happened is that your internet service provider upgraded their system so we also have to upgrade your device?s software or firmware."
"We'll first check your network's physical connection then verify your device's configuration and perhaps do some changes with your system later on."
"For only $ 19.95, you could enjoy different channels for you and your family through this cable services that we have."
The last part of the conversation is the closing spiel where an agent will just simply ask the client "Is there anything else that I can do for you?"or "Anything else that you need help with?" After so, the agent will express gratitude to the client wrapping up the conversation with the company and agent?s name before the other party hangs up. Spiels for that could be:
"Is there anything else that you may need help with?"
"Will that be all Sir/Ma'am?"
"Thank you for your time and have a great day!"
The given spiels are just some of those that different contact centers are using. Just for all of you to have an idea on what a call center agent must do to start, control, and end up a phone conversation so as to leave a good impression on your client.