As a provider of some of the most effective, yet affordable, inbound call center software on the market, we are all about effective tools like call center scripts. When your customers think of call center scripts, they usually think of your agents reading from a piece of paper or their screen and giving everyone the same repetitive answers. This seems artificial and can leave your customers feeling like they are not being truly heard on their specific issues.
Despite the bad reputation that call center scripting seem to have with both agents and customers, they can be a helpful tool - but, only if they are used wisely.
First, let's go over an important definition:
What is Call Center Scripting?
A call script is a pre-written guide with helpful information used by support agents during customer calls. Many call centers used call scripting to help maintain information consistency and allow agents to quickly help the customer.
A well-crafted contact center script can help your agents create meaningful conversations, both from a customer service and a sales perspective for a variety of reasons.
Customer Service Benefits of Call Scripts
There are several reasons companies choose to integrate the use of call scripts into their agent's day-to-day requirements. If you are considering using call scripts, here are some of the benefits they offer if used properly:
Minimize Human Error
Nobody is perfect but call center scripts can get your agents pretty close! These scripts are a great reference tool to use when agents feel stuck when talking with a customer or just need a refresher on the processes set in place for your calls.
You've heard the phrase "consistency is key," and that is completely true. One of the major advantages of call scripts is that they keep the conversations with your customers consistent across the board. It ensures that customers receive consistent responses no matter which agent they are speaking with.
Agents are more confident when handling a customer's problem knowing that they have a call script to rely on if they get stuck. Instead of worrying and anticipating how they are going to help the customer, agents are more relaxed and are able to really take the time to listen. Since your call center agents are essentially the face or in this case, the voice of your companies brand it is important that they are confident.
Monitor Call Quality and Performance
By reviewing how your top performing agents handle your calls, you can incorporate some of their best practices into your call center scripts and teach lower performing agents on how to increase their performance. With all of your agents performing their best, it will lead to an overall better experience for your customers.
Related: Call Center Quality Monitoring
Integrate Your Systems
Call scripting is easy to integrate with your hosted PBX system and your IVR system so that your agents can easily access customer information and respond to the specific customer needs accordingly.
As a call center manager, you can use call center scripts to get rid of your customers' perception of this tool. The easiest way to do this is by using call scripting intelligently to increase your customer satisfaction.
Call Script Best Practices
When call scripts are used correctly, customers won't even know that your agents are using them! We have compiled a list of some of the best call center script best practices to help you use this tool to your advantage.
Refresh Your Scripts
When choosing to use call scripts the most important thing is to continuously refresh them. Not only do industries constantly change but your company is always growing and adapting. As you monitor trends in customer questions and general levels of customer satisfaction, it is important to update your call center scripts accordingly. When something changes within your company, such as a new product, it is important that your scripts are representing those new changes.
Never Interrupt a Customer
No matter what the script says, your agents should remember that customers always come first. Be sure to actively listen and allow the customer to explain his or her problem fully before going straight back to the script.
Know When to Ditch the Script
Call center scripts are a great guide, but it's even more important to ensure that your customers feel like you are truly listening and understanding their needs. Don't be afraid to re-phrase, rearrange, or even ditch the script when necessary.
What Not to Do When Using a Call Script
The most important thing to remember when using a call script is that you don't want your customers to know that you are using one. Once they learn that you are following a script the conversation becomes less personal and more robotic.
Show Off Your Extensive Vocabulary
When creating a call script for your agents to use it is important to make sure that the script can be understood by all of your callers. This isn't the time to show off your advanced technological vocabulary. The last thing a caller wants to experience when speaking to an agent is the feeling that they are dumb. Keep the script simple and to the point, save your industry lingo for your co-workers.
Take Your Time Getting To The Point
Customers are already frustrated that they are taking time out of their day to speak with an agent, don't waste more of their time by creating long, extensive scripts. Not only will this lead to further frustration from your customers but your agents will struggle to memorize a long script. In the efforts to avoid messing up and forgetting anything they will end up reading the script off of a piece of paper making them sound like a robot.
Call Scripts should be used as a reference guide when speaking with a customer. They are a great tool for when agents feel stuck but it is important that agents don't strictly just stick to the script. If every agent is following the same script they lose their ability to build rapport with the customer. Instead, give your agents an outline and some examples of what to say when speaking with an agent. This not only gives them pointers but lets the interaction between the caller and the agent occur more naturally. Not to mention the time it will save you to not have to write out word for word a script for every possible issue that might come up.