10 Jan Call Center Scripting Do’s and Dont’s

A customer service representative’s work is one of the most difficult but productive and necessary. From providing customer support to taking orders, tough situations come up. How you handle it all can make a difference between getting loyal customers and losing them.

Whether it’s a start-up business or a large business, two reps or two hundred plus, it all starts with the right call center training. Customers like conversing with reps who don’t sound robotic or sound like they are reading from a script. A lot of customers does not like that every time they call they talk with an agent that sounds like a robot. While scripting is still being done among many call centers, there are approaches that can avoid the conversation from sounding artificial.

A call center script is one of the most important things behind a successful call center. With great scripts, you can make the progression between your office and your answering service provider smooth. With the right script, customers will never find out that your reps calls are being guided, and it will sound very natural.

Here is the list of what customer service representatives should and should not do when using phone call scripts


Role Play is important to Scripting

Roleplay the script that you come up with someone who is not connected to your company or business for the reason that they are the best resource person who can give you an honest feedback. Scripting practice lets you discover essential things about your customers and helps you to serve them better. Let your reps practice a new script for a few days until it settles on their minds and becomes natural.

Define Call-to-Action Points

Give your script a personal touch. Make a script that will make your customers feel welcome to communicate and respond. When a customer feels comfortable during a conversation, they are effortless to work with and are more likely to patronize your product or service.

Make the script more of an outline

Preferably, when you are using a call script, you can make it more of an outline than a page of paragraph after paragraph. Statements, Goals, and queries which you want to go through on a call can be enumerated out by a call outline.

Essential benefits of this type of format are that it can be very easy to learn and use. Memorizing a list of paragraphs is very hard than learning the layout or summary. Moreover, it’s much easier to use when you are on a call because it’s flexible and so it enables the representative to be out of sequence from the outline. The call can go in different directions and strictly not in order. Allow your reps to “freewheel” meaning that they can apply the script as a guide but they interact with the customers in a natural way. This will let your agents make use of their skills, think out of the box, and build a strong relationship with the customers.

Use scripting moderately on incoming customer contacts. If a customer calls in, surely they would love to talk to a real human being. As such, listening to someone like reading from a script or receiving a very obvious standard reply is likely to aggravate the customer. This can result in losing a customer. Moreover, it can also hurt your business’ reputation if that customer makes a complaint publicly.


Don’t complicate things

Ask clear and straightforward questions. Asking more efficient and topic related questions will enhance your chance of grasping the concern onset of the call. Do not mislead the representative with unnecessary lengthy queries that do not help them get a certain and clear direction.

Don’t Have a Straight line flow

Always put your customer’s experience first on every call. You should adjust to your customer’s requests instead of the other way around. Effective listening and building understanding advocates an easier interaction with the customer and allows correct responses that can lead to favorable results.

Don’t expect that the customers will always know what they want

Some customers call customer service and are not sure why they are calling or what it is that they really need. They may call for one thing, and realize they need something else while they talking to a rep. This makes writing numerous possibilities into your script essential.

Don’t be stiff

Every conversation you will have with your customer is different, so scripting will only work if you provide your reps a room for flexibility and freedom. If your scripting tool is fully incorporated into your system, this can aid agent to think on their own, because real-time updates can give vital information that might not be available in the original script. Moreover, if the script is not working to give you the results that you want, you have the ability to modify this easily and simply apply changes to the whole call center.

Don’t forget to be courteous and polite

It may be a scripted call, but it doesn’t mean that you should be impersonal and forget your manners. Pleasantries like please, good afternoon, thank you, how may I help you, good morning, thank you for calling, etc. Your customers will be grateful and appreciate it.

A good customer service script is flexible and easy to use. Reading and re-reading is a must, and have other people read it as well. Do some role plays or mock calls and see how it flows and turns out. You can also do test calls and take note of things to improve on or to be adjusted.

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