Script editing and revisions for inbound call center project(s)
First drafts are done but we need a professional for editing, revisions, updates, corrections on scripts, rebuttals, objections, conversation flow monitoring.
Please provide examples of your past work, sample scripts and resume.
Job Description - Script Writer
Our Process and Systems Improvement department is seeking a Script Writer who will be responsible for the development of training material, generic/phone instructional scripts and ensuring consistency of verbiage and content impacting customer care representatives, customers and systems.
Create, audit, and test new and existing content for the customer communication channels for all of our brand during the implementation of prioritized company initiatives and projects. Some of the channels for which this role will write content for are: company websites, IVRs, PBXs, Handsets, SMS messages, emails, services guides, phone tutorials , and other web based applications for customer service support
Review and recommend script improvements for existing scripts in any of the customer communication channels.
Audit all scripts and system flows to ensure they are glossary compliant, consistent, user friendly and accurate.
Review Customer Support and Research Reporting department’s feedback & data to ensure proper use of updated flows and scripts in all channels.
Write proposals including necessary documentation (screen shots & mock-ups) for script changes/improvements needed.
Review and approve marketing communications (banners, SMS, direct mail, voice-blasts, e-mails, etc.) before distributed to customers in order to ensure that it is operationally and grammatically correct, clear and customer friendly
Skills: training, test, research, marketing