Are you looking for tips to write a great call center script?
Then this guide is for you. Here, we’ll describe how to create a script that:
- provides customer support agents with some room for creativity
- uses lively and engaging language, so the operators don’t speak with a stereotypically “robotic” tone
- is customer-centered to help with finding out their problems as soon as possible.
How then do you write such a script?
The writing style is incredibly important to achieve all the listed points, so that’s what we’re going to focus on here.
Let’s start with a very quick explanation of why you need call scripts.
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Why Should You Write a Call Answering Script?
We get it, there are numerous arguments against scripts in phone-based customer service. The most popular one is that reading them makes operators sound like robots. Also, the operators themselves say that scripts often prevent them from truly engaging with the role by applying some creativity.
Both problems are indeed relevant.
But the main reason behind these problems is not with the concept of a script, is that you’ve created a script that is:
- Unnecessarily heavy in details
- Written in a very robotic and generic style
- Too long
- Lacks methods to cope with customer’s objections
The right writing style can help to eliminate three out of these four problems.
Companies are gradually improving their approach to writing call center scripts and achieving ‘first call resolution.’ In fact, the number of companies relying on call scripts has been on the rise, according to surveys.
Call Centre Helper survey of operators, for example, found that 52.7 percent of call centers used scripts in 2018, compared to 48.3 percent two years before.
So, the bottom line is that the writing style can help with solving many problems that give call centers a bad rap.
Here’s how you can make your scripts better.
1. Write in a Positive, Conversational Tone
Before you start writing your call center script, you need to agree on the writing style. Know your options: a positive style used by bloggers and a neutral style that custom academic writing services use.
Neutral style is great because it maintains objectivity and logical flow. But it lacks a bit in emotional expressions. Since we’ve pretty much decided that your operators shouldn’t sound overly friendly and positive, let’s focus on the positive style and how you can do it the right way.
Make sure you know how to master it.
What makes an operator sound like a recording is:
- A generic and overly formal language tone
- A requirement to read every line, which may not make sense in every situation.
To avoid this, you need to write your script in a simple language and add phrases and sentences worded in a positive tone. This lightens up the conversation and sets a positive tone right away.
Compare these two examples to see the difference.
|Generic Greeting||Conversational-Style Greeting|
|“Good afternoon! This is James. You are through to ABC customer service. How can I help?”||“Hi, ABC. James here, how can I help you?”|
See the difference?
Here’s why the conversational-style greeting is better:
- Starting with “Hi” instead of “Hello” leaves out that fake formality and makes the operator sound more conversational and natural. This, in turn, helps them sound as if they’re not reading from a script
- The greeting is concise and sharp, which also saves precious time of operators
- It uses personal pronouns: “I” and “you” to try and establish a rapport right away
- It’s written in a straightforward style and positive tone, just like an excerpt from a conversation
The bottom line: treat every interaction as a conversation. If you wouldn’t use some phrase or word while talking to a customer face-to-face, then leave it off the script.
2. Prepare to Handle Angry Customers in a Positive Way
You might be conducting special training on handling angry callers, and you’re about to learn one more, awesome way.
Before we get to that: do let your operators do their thing and handle angry customers using other effective methods. This means that you shouldn’t require them to rely on the script every single time. They’re professionals, they can handle it.
But having a clear plan on how to do that in a positive way is a must.
Let’s consider a call center situation involving an angry customer.
|Call Center Operator (CCO): “Hi, ABC. James here, how can I help you?”
Customer (C): Hi, I’ve got a question about one of my recent bills.
CCO: No problem, but you need to talk to the guys from the financial department. Let me transfer you to them.
C: What do you mean transfer? I’ve been waiting on the line for 20 minutes and followed a bunch of instructions to get to you, and you didn’t even hear my question?
CCO: I understand how you feel. Let’s try to work this out right now, but it’d be faster if we talk calmly. What do you think?
C: Okay, sorry. So here’s what I need…
CCO: I see. Let me consult with the guys in the finances and get back. Shouldn’t take more than 2 minutes.
C: Sure, I’ll wait.
In this case, the phrase “Let’s try to work this out right now, but it’d be faster if we talk calmly” is the key. The operator shows a willingness to assist the customer even though they don’t usually resolve payment-related issues.
This phrase keeps the conversation as positive as possible while also focusing on the customer’s goal. In this situation, the operator might have escalated the conversation by saying:
- “Could you please calm down?” instead of “Let’s try to work this out right now, but it’d be faster if we talk calmly” – the customers don’t like being told what to do in such situations
- “I’ll put you on hold” instead of “Let me consult with the guys in the finances and get back” – the customer will be more willing to wait, knowing that the operator is working on their problem.
Keep in mind that your operators should be allowed to try and handle these customers using other appropriate methods outside the script.
3. Use a QA Format
This is a common approach that helps call center operators to handle problems quickly and efficiently. The idea is to write each script for one customer problem only by applying a problem-solution, or QA format.
It’s really simple. Here’s how to begin:
- Take one common, “primary” problem (or a “question”) that your customers might have
- Identify “secondary” problems (“questions”) related to it
- Write the solutions (“answers”) to all problems
- Turn those QAs into a script.
If you follow these tips, chances are you’ll end up with a very long script. That’s okay.
Create a doc where the solution to the “primary” problem is one the first page. Add links to “secondary” problems on that page. This will help the operator to quickly go to them.
Keep in mind to use the previous tips in these scripts to keep the caller experience positive.
One One Thing
Even the best script in the world won’t help if your operators aren’t motivated and satisfied with their jobs. Do your best to collect their feedback about their job satisfaction!
One way is to use an employee feedback tool where they can provide anonymous feedback. Send the feedback forms weekly and see how you can make the experience of your employees better.
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- Write the Perfect Call Answering Script for Your Business - December 22, 2020