Anyone who has an interest in English literature would easily declare Hamlet’s existential query as one of the most celebrated passages in Shakespeare’s collection of proto-“emo” tragedies. “To be or not to be?” establishes the dilemma of life in such an intriguing way that we simply couldn’t resist tackling it subjectively.
Meanwhile, financial service providers are also facing dilemmas of a similar magnitude in their B2B lead generation, one of which is the use of a telemarketing call script. As far as efficiency is concerned, there prevails a divide between marketers who use call scripts and those who don’t.
There are numerous reasons, and (as a marketer who is as confused about call scripts as Hamlet is about human destiny) you might want to review these and determine what you think would work for the financial services market.
…a call script is to provide context and urgency. According to an article posted in MarketMakers.co.uk, call scripts are more suited for B2C enterprises by the fact that the call volumes are high and not much attention is given to quality. The main aim here is to establish talking points about your product that will get a prospect interested.
“For those that have a more detailed product or offering once interest is shown they can then follow the script according to the guidelines,” the article says. Apparently, marketing financial services and products to large institutions would require the use of scripts to guide callers in the use of phrases, terms, transitions and expressions necessary for building interest.
Not to Use…
…a call script also has its merits. Directness is the prevailing ethic, and enterprises must see to it that their audience receives the kind of messages they want to hear. With unscripted telemarketing, callers are provided free command over the conversation, enabling them to discuss product benefits organically, that is without sounding mechanical.
The catch: Unscripted telemarketing requires excellent customer relationship skills. Without guidelines, callers will have to rely on their knowledge of the product to be able to secure a high-opportunity engagement.
What usually works best in financial lead generation is a combination of scripted and unscripted telemarketing. Along with guidelines for navigating complex buyer inquiries, there is a strong need for callers to develop the necessary skills for
Often, an excellent balance of scripted and unscripted telemarketing can always be attained by involving an experienced lead generation company into your campaign.