Definicja objection script

A series of questions that appears when an agent selects an objection reason from an interactive script. These questions may provide more information about why the customer gave the objection reason.

Example

An interaction center agent calls Ms. Salizar to ask whether she would like to subscribe to a local newspaper at a discounted rate. Ms. Salizar says that she already has a subscription to another local newspaper, so the interaction center agent selects Existing Subscription as the objection reason. This triggers an objection script, which contains questions designed to get more details from the customer, such as the name of the newspaper or the subscription rate. In this case, the objection script helps the newspaper to define its competitors.