A Good Script Doesn’t Sound Scripted

American film director Steven Spielberg once admitted that the only thing that gets him back to directing is good scripts. Good scripts help give a film structure, purpose and clarity.  Good scripts are important in the insurance call center industry, too!

A well developed script should do more than comply with the rigors of regulatory compliance, however. A good script should engage callers, encourage rapport, capture key data and provide a path for closing sales or retaining members.  So how does a call center successfully do all that?

• Explore the uniqueness of a company’s products and processes prior to developing a script.  Once identified, use those features as the cornerstone of the script and help direct the caller to the desired conclusion.

• Close collaboration is Key Collaboration is an important skill requiring effort from all parties, especially when communicating the complexities of health care choice.  Collaboration with a proven script writing partner whose stable of experienced sales agents help execute the script is a big step towards a successful partnership.  Additionally, ensuring all call center teams speak with the same voice is essential.

• Flexibility during the script writing process is essential Needs and demands often change during a sales and marketing campaign.  It is important that all participants remain open to change as the process unfolds and different departments vet the script.  Make sure you are using a script that allows for campaign flexibility while still meeting regulatory requirements and best practices. This is particularly important to all in the healthcare industry on the advent of the Affordable Care Act (ACA).

Remember, a successful script creates caller interest, provides the capturing of important data and offers a clear route to closing the sale. In short, a good script doesn’t sound…scripted.

Resources

The Bloom Call Center is licensed in 48 contiguous states and offers marketing, call center and technology solutions to the health care industry.  Since 2007, Bloom has participated in over 55 million conversations about insurance products, submitted over 200,000 applications for insurance, and set over 150,000 appointments for seniors to meet with Licensed Agents.  Bloom is a proud partner of Gorman Health Group.  Click here to learn more.