Agents working in call center companies have a significant impact on business as they mediate the relationships between customers and companies. Considering how important this job is, businesses should provide their customer support representatives with all tools they need for effective performance. A call center script is one of them. In this article, we’ll show you the benefits of having a call center script and give you a detailed guide on how to write one.
A call center script is a document that includes pre-written answers to customer questions. It guides agents through their interactions with customers and helps them to respond to their inquiries in a fast and efficient way. If written well, a call center script helps representatives to resolve customer issues quickly and reduce call resolution time.
Types of scripts vary depending on the business niche. Usually, a call center scripting provides general phrases that agents incorporate in their rapport with customers.
Agents get a lot of the same questions or inquiries about common issues that have been resolved before. Call centers incorporate that previous experience in their scripts to save their reps’ time when they have to deal with the same kind of inquiries.
Having prepared answers to customer questions ensures a quick problem resolution (at least of common issues) that subsequently, improves overall call center productivity.
A consistent following of the inbound call center script templates ensures service consistency. This is important because a company’s reputation is built on a good consistent quality of their service. If your agents follow the script you can be sure that they provide the same service to all customers. This builds consistent client satisfaction and strengthens your company reputation.
Call center scripts samples give support representatives peace of mind as they know that they can rely on pre-written guides and use them when they don’t know how to respond to a particular question or resolve unfamiliar issues.
Of course, it’s impossible to eliminate agents’ mistakes completely. But it is possible to limit the most common of them. And that’s exactly what call center scripts do. By guiding agents throughout their conversation with customers scripts help avoid fumbling and errors that agents tend to make when not having a reference. This is especially true when an agent is new and inexperienced.
Call center scripts are usually self-explanatory. So whenever new agents have a question about something they can look for an answer in a script instead of having someone explain it to them. This saves time for managers or other agents that usually do training.
There isn’t one standard example of a good call center script but there are basic components that any kind of script should have. In addition, there are general practices for writing call center scripts and we are going to talk about them next.
One of the biggest mistakes one can make when writing call center scripts for agents is guessing and generalizing. To make sure your script is relevant and feasible take into account the information from your call recordings. Don’t use someone else’s experience, instead, base on the previous interactions with your customers. Find out the most common issues that your users call about, how they get resolved, how much time the resolution process takes, etc. Using your real experience is essential to creating a viable and effective customer service script.
Also, when listening to call recordings you can spot some defects or flaws in existing scripts that impede your interactions with customers.
The purpose of call center scripts is to assist agents in their conversations with customers. In the ideal scenario, a representative follows the script and solves the customer’s problem within minutes. But if the call center conversation script is too complicated to read or scan through an agent wouldn’t be able to quickly find the right response and fail to provide timely help.
To avoid those situations use the basic principles for writing guides. Highlight the key points using different fonts or colors. Avoid writing long paragraphs. The text should be easy to read and scan through. Remember that a script should facilitate an agent’s job, not make it harder.
Every industry, business or workplace has its jargon that is used for internal communication. Customer support outsourcing agencies have their own jargon and the same goes for any other industry. This kind of language should not be incorporated into call center scripts because of obvious reasons: people from outside a company or industry won’t understand it. Jargon can confuse your customers who are already frustrated with a problem that they are calling you about.
So when creating your call center script translate jargon or industry terms into simple and easy-to-understand phrases. Keep your language direct and steer clear of technical vocabulary. If you do need to use some technical terms in your script just tell customers to let you know if they need to clarify some of the information.
Customer support representatives should always speak in an empathetic and understanding manner because they have to provide a positive customer experience. When users contact a support service they expect a person on the other side of the phone to be helpful and have a solution to their problem. To write positive scripting for customer service try to compose sentences in an optimistic manner regardless of the situation.
For example, there are statements with a negative connotation that can be put in a positive way. Let’s say a customer calls with a technical problem that impedes his or her work. Instead of just saying “Let me see what I can do,” the rep can say “I’m sorry this gets in a way of your work, let me go ahead and fix it for you.” You can see that the meaning stays the same, but the way it is conveyed changes the mood of the statement.