What is a call script? To put it simply, it’s a manual that a call center agent reads when interacting with call center customers. There are various types of scripts, from ones that are very detailed up to scripts that serve as a basic outline to be followed by the agent during the call. Scripting can be done in the form of a text containing all the words to be used by the agent or only specific items (e.g. questions) that the agent should incorporate into the conversation.
What are the benefits of call center scripts?
- The agent always knows what to say and how to respond.
- Customer calls always follow a standardized procedure, which means that the customer service is consistent.
- Agents provide callers with accurate information.
- Using scripts contributes to increased agent productivity, as calls are handled in a faster way.
- Thanks to scripts, agents can be more confident during the call and make less mistakes.
- Using scripts significantly reduces the time necessary for training new agents.
Simple scripts can also be used at the beginning of a call:
Hello (Customer Name), you have reached XYZ, this is Agent Name speaking. How can I help you today?
Although call center scripts have become increasingly sophisticated and adapted to specific customer requirements, they are also associated with certain risks. In many cases, customers feel that the agent is reading from a script, which makes a bad impression. So what does a really good script look like?
- If the script is naturally-sounding, the caller shouldn’t even realize that the person they are talking to is reading from a script. Most customers prefer unscripted interactions and robotic responses make them feel alienated.
- Every script should be easy to read and understandable for all agents regardless of their experience.
- A well-written script can make the agent’s job easier and improve their productivity. Many scripts include answers to frequently asked questions that can be easily identified on the basis of past interactions.
- Good call center scripts give a chance to customers to respond and to ask questions. Call center agents should be flexible and able to recognize when it’s better to forget the script and switch to an unscripted customer interaction.
Integrating an efficient script with a call center software helps agents with call-handling and boosts overall call center performance.