Contact Center

One Common Call Center Script Mistake To Avoid [+ Best Practices]

Rimlee Patgiri
October 25, 2023
13
 mins read

Last modified on

Have you ever witnessed a customer calling and hanging up with frustration?

As delightful as it feels to make a customer happy, it can get frustrating not to be able to satisfy a customer’s query. 

These frustrating moments can occur in various situations, as depicted in the example below, where putting a customer on hold enraged him.

Source

A Forrester study reveals that 73% of consumers believe that brands demonstrating an appreciation for their customers' time indicates positive customer service experiences.

Contrarily, your call center agents can equally feel stressed to keep up with such trying conversations. The goal of any contact center should be to balance these conversations to improve agent performance and increase customer loyalty. 

That’s where call center scripts help. This blog discusses call center scripts and best practices. Also, we'll hit the most common mistake to avoid in call center scripts.

What is A Call Center Script?

Imagine your favorite movie – every line, every pause, carefully written to create a seamless experience. A thorough call center script is like the screenplay for your customer interactions. It's a set of guidelines and prompts that help your agents navigate the conversation highway. 

Think of it as the safety net that ensures they don’t accidentally quote Shakespeare when the customer just needs a quick fix for their Wi-Fi.

A good script is the backbone of customer service. It keeps things consistent, helps newbies find their footing, and ensures every customer gets a similar experience, minus the bad popcorn.

But many businesses trip over a common mistake regarding these scripts. It’s like having a killer recipe but messing it up by confusing salt with sugar. Let's find out that mystery in the next section so that you can confidently stick to the script.

Source
How does Convin help in automating call center scripts?

One Common Mistake To Avoid With Call Center Scripts

We're about to tackle a classic blunder many businesses make with customer service scripts.

Imagine when you use scripts, and it feels like someone on the other end is reading a Wikipedia article. Boring, right? That's the mistake we're talking about – turning your call center scripts into a robotic monologue.

The common error is call center teams treating scripts like sacred texts that must be recited verbatim. Yes, having a roadmap is essential, but sticking too rigidly to it can turn your customer service into a scripted play rather than a genuine conversation.

Customers can sniff out a robotic, scripted interaction from miles away. It's like trying to sell them a ticket to a play they've seen a hundred times before. No one wants that.

Common mistake to avoid in call center scripting
Common mistake to avoid in call center scripting, Source

So, here's the thing: don't sacrifice the human touch on the altar of your call center script. Instead of robotic recitation, encourage your call center agents to use effective call center scripts as friendly guides on their customer service journey. It's like having a co-pilot, not a dictator.

Remember, the script is added to provide structure, not to suffocate spontaneity. 

In the next section, we'll drop some expert tips on striking that perfect balance and keeping your customer service interactions fresh and authentic.

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Call Center Script Tips and Best Practices

Call center script best practices
Call center script best practices

The business landscape is ever-changing, and so should your script. Build flexibility to adapt to new products, services, or customer behaviors. 

Balancing structure with flexibility, and professionalism with a personal touch, will set you on the path to customer service greatness. 

Now, let's get down to the essentials of call center script tips and best practices. We're aiming for a script that's not just a script but a symphony of great customer experience.

1. Customer-Centric Approach

Imagine the script as a conversation, not a dictation. Your script should focus on understanding and addressing the customer's needs rather than showcasing your memorization skills. Empathy is the secret sauce here – sprinkle it liberally throughout your script.

Bad Script: "Thank you for calling. How may I help you today?"

Improved Script: "Hi there! Welcome to XYZ Company. I'm here to make your day better. What's going on that I can assist you with?"

2. Interactive Scripts

Call center talk script example
Interactive script gives proactive alerts and suggestions

Make your script a two-way street. Encourage agents to ask questions, listen actively, and respond dynamically. An interactive script is like a choose-your-own-adventure novel, with the customer steering the narrative. It keeps things engaging and ensures your script doesn't sound like a broken record.

Bad Script: "Please provide your account number."

Improved Script: "Mind sharing your account number? That way, I can pull up your info and get to the root of the matter."

3. Agent Training and Familiarity

Agent coaching analysis for effective call center scripting
Agent coaching analysis for effective call center scripting

Call center teams shouldn't sound like they're reading a script for the first time. Invest time in thorough training, and ensure your team is not just familiar with the script but understands its logic. This way, they can navigate conversations smoothly, even if the script takes an unexpected turn.

Bad Script: "I'm sorry, I must transfer you to another department. Let me put you on hold."

Improved Script: "I'm sorry you're having trouble with that. Let me transfer you to our tech whizzes, who can dive deep into this for you."

4. Multichannel Integration

In the age of omnichannel experiences, your script should be versatile enough to dance across various platforms - from customer calls to social media chats.

Source

Approximately 31% of respondents in the United States expressed the expectation of receiving a response within 24 hours or sooner.

Consistency is key, ensuring that the customer gets the same quality service within a good time frame no matter where the conversation happens.

Bad Script: "I'm sorry, we only handle this via phone. Please call back."

Improved Script: "I see you messaged us on social media. I'm here to help! If you prefer, we can also chat over the phone. What works best for you?"

5. Personalization Options

Treat your script like a tailored suit, not one-size-fits-all. Personalize interactions based on customer history and preferences. It's the difference between a generic "Hello, how can I help you?" and a warm "Hi [Customer Name], how's your day going? How can I assist you today?"

Bad Script: "How can I help you today?"

Improved Script: "Hi [Customer Name]! It's great to have you back. How can I make your experience awesome today?"

Book a demo to beat uncertain call center scripts

6. Escalation Paths

A good call center script can improve escalation paths
A good call center script can improve escalation paths

Sometimes, call scripts hit a dead end. Define clear escalation paths so that if the script can't resolve your issue, it seamlessly moves to the next level of support without leaving the customer stranded.

Bad Script: "Sorry, I can't help. Goodbye."

Improved Script: "I'm really sorry this is tricky. Let me connect you with a specialist who can dive into the details. Sounds good?"

7. Data Security Considerations

Security is non-negotiable. Ensure your script has built-in measures to handle sensitive information responsibly. It's like having a script with a vault – everything is protected and secure.

Bad Script: "Can you confirm your credit card number?"

Improved Script: "To keep your information secure, please verify the last four digits of your payment card?"

8. Emphasis on Positive Language

Emphasis on Positive Language in call center scripting
Emphasis on Positive Language in call center scripting

In call center scripts, infusing positive language is crucial for creating a customer-centric and engaging interaction. From a cheerful greeting expressing gratitude to celebrating small victories, every phrase should radiate positivity.

9. Performance Measurement

How do you know if your script is working? Measure, measure, measure. Track key performance indicators to see where your script shines and where it could be polished.

Bad Script: "We're doing fine."

Improved Script: "Let me make sure you're 100% satisfied. On a scale from 1 to 10, how would you rate your experience today?"

10. Adaptability and Flexibility

The business landscape is ever-changing, and so should your script. Build in flexibility to adapt to new products, services, or customer behaviors. A script stuck in the past is like a blockbuster movie from the '90s – outdated and cringe-worthy.

Bad Script: "We don't offer that service."

Improved Script: "Currently, that's not a service we provide, but we're always looking for ways to improve. Your feedback is valuable, and who knows, it might be on the horizon!"

Partner with Convin to carve your best call center scripts

Call Center Talk Script Examples

Call center talk script example
Call center talk script example

Transcription of text:

Agent: Hi there! This is [Agent Name] from [Your Company Name]. How can I make your day awesome, [Customer Name]?

Best Practices Highlighted:

Customer-Centric Approach: Starts with a friendly greeting and personalizes the conversation.

Interactive Scripts: Encourages the customer to share their concern.

Customer: I wanted to let you know that I'm having trouble with my account. It's acting up.

Agent: Oh no! I'm sorry to hear that, and I'm here to help. To assist you better, please share your account number or email, [Customer Name].

Best Practices Highlighted:

Agent Training and Familiarity: Expresses empathy and requests necessary information.

Customer: It's [Account Number/Email].

Agent: Thanks! Let me check that for you. By the way, how's your day going?

 

Best Practices Highlighted:

Multichannel Integration: Prepares for a conversation beyond the script.

Personalization Options: Injects a personal touch by asking about the customer's day.

Customer: Not too bad, just a bit hectic.

Agent: Totally get it. While checking your account, could you tell me more about the issue?

Best Practices Highlighted:

Interactive Scripts: Prompts the customer to share more details.

Customer: I've been getting error messages when I try to log in.

Agent: Got it. Thanks for letting me know. I'll guide you through a quick fix. Could you reset your password for me?

Best Practices Highlighted:

Escalation Paths: Offers a solution within the agent's capability.

Customer: Okay, let me go ahead with that.

Agent: Perfect! I'm here with you.

[Customer resets password]

Customer: It worked! I'm in.

Agent: Awesome, [Customer Name]! Would you like me to help you with anything else?

Best Practices Highlighted:

Performance Measurement: Confirms customer satisfaction.

Adaptability and Flexibility: Resolves the issue and offers further assistance.

Customer: Nope, that was it. Thanks a bunch for your help.

Agent: Happy to help! If anything else comes up, don't hesitate to reach out. Have a fantastic day!

Best Practices Highlighted:

Cross-Channel Consistency: Maintains a positive and consistent tone.

Call Center Scripting Made Easy 

Steering clear of common mistakes in script creation is the compass guiding us toward stellar customer interactions. Remember, a script is not a rigid set of lines; it's your team's conversational map. 

By embracing a customer-centric approach and weaving in a touch of personalization, you're not just scripting calls; you're crafting meaningful conversations. 

Ultimately, call center scripting isn't rocket science; it's the art of making every conversation count. Want to get started with creating effective call scripts? Book a free demo today!

Frequently Asked Questions

1. What is the basic script for a call center?

The basic call center script includes a friendly greeting, identification, issue discovery, solution guidance, and positive closing. It's a roadmap for a call center agent to navigate customer interactions, ensuring consistency and helpfulness.

2. How do you write a call center script?

If you want to make your customers feel delighted, using a top-notch quality contact center script is vital. To write a call center script:

  • Understand Your Audience: Know your customers and their common issues.
  • Be Concise: Keep it brief and to the point.
  • Use Natural Language: Write like you talk; avoid jargon.
  • Include Key Information: Ensure agents have essential details at their fingertips.
  • Encourage Flexibility: Allow room for natural conversation and problem-solving.

3. How do you talk in a call center script sample?

In a call center script sample, use a friendly tone. Begin with a warm greeting, identify yourself and the company, ask open-ended questions, actively listen, and guide the conversation toward a solution. Avoid sounding robotic, and adapt to the customer's communication style.

4. How do you convince customers in a call center script?

To convince customers in a call center script:

  • Empathize: Show understanding of their concerns.
  • Highlight Benefits: Clearly present how your solution benefits them.
  • Use Positive Language: Frame information in a positive light.
  • Be Confident: Display confidence in the solution provided.
  • Offer Assurance: Reassure customers about the effectiveness of the resolution.

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