Quality Call Center Script Examples and Tips for Success

selmo-pro > Blog > Quality Call Center Script Examples and Tips for Success

When a customer reaches out to a call center, they expect that they will receive service of a particular standard. But how do managers ensure a consistent level of quality during calls? Agent training is an essential part of this, of course, but so is using call center customer service scripts. In this article, we provide some quality call center script examples as well as tips for writing your own.

If you’d like to find out more about what call center scripts are, how they can benefit your company, and what an effective script looks like, read on! This comprehensive guide to call center customer service scripts has all the information you need.

Content

7

FAQ

6

Good Call Center Script Examples for Your Team

3

Limitations of Using Call Center Scripts

1

What are Call Centre Scripts?

2

Advantages of Using Call Center Scripts

4

Best Practices for Implementing Call Center Scripts

5

The Dos and Don’ts of Writing Call Center Scripts

What Are Call Center Scripts?

A call center script is a script used by call center agents to help them deliver pertinent information in an effective way during conversations with customers. These scripts can be used in a variety of situations, including everything from dealing with annoyed customers and complaints to upselling clients.

Scripts aren’t only used to help agents deal with phone conversations. At contact centers where channels such as email, instant messaging, and social media are used, such templates can still prove useful.

Using call center scripts can drastically improve the overall quality of service your agents provide. To find out more about how they can help, check out the next section of this article, where we discuss the multiple advantages of using call center scripts.

Advantages of Using Call Center Scripts

There are several crucial advantages to assigning scripts to your agents. Just a handful of them include:

1

A standardized quality of customer service

It’s impractical to monitor every agent in your call center, especially if it’s a large or even medium-sized business. By assigning scripts, you can be sure that all your agents are delivering the same high-quality assistance.

2

Consistent advice given to all customers

Call center scripts also ensure that all your agents provide customers with the same advice and information. Even less experienced agents will provide helpful, pertinent advice thanks to these templates.

3

Agents give quicker responses, reducing average handling time (AHT)

AHT is an all-important metric in call center quality control. Using scripts means agents won’t waste time switching between multiple screens in a panic, looking for answers.

4

Increased productivity from agents

When agents can find answers and resolve calls more quickly, they will be able to attend to more calls during the working day. With call center scripts, you should notice a significant increase in team productivity.

Here at Selmo
Our easily customizable interactive templates can allow you to experience these benefits for yourself. We provide our users with several different templates so that they can find the right template for any purpose.

Limitations of Using Call Center Scripts

As beneficial as call center customer service scripts are, they do come with some limitations. For the best results, you should make sure your agents receive thorough training, so they can work around these drawbacks:

Agents can end up sounding robotic
Some agents may fall into the trap of simply reading the text off their screen and, in so doing, can come across as robotic. To combat this, encourage agents to inject a little of their own personality into the script where they can and stress the importance of meeting the customer’s energy.
Unempathetic responses can upset customers
If agents become so wrapped up in following their script that they lose sight of the fact they’re talking to a real human being, this is clearly a concern. Make sure your agents understand the importance of active listening, even when following a template.
Poor customer satisfaction (CSAT) ratings
When left unaddressed, the above issues can see your CSAT ratings plummet. This is why it’s so important to pair quality scripts with thorough coaching. In the hands of a well-trained, skilled agent, a well-written call center script is indispensable—but without the proper training in place, scripts are not as effective.

To ensure agents are using scripts effectively, it’s a good idea to review customer calls. With Selmo’s software, you can use both call recording and live call monitoring functionalities to see how effectively your agents are using their scripts. Using our speech analytics, you can even check recordings for specific words and phrases to isolate potential problem areas.

Best Practices for Implementing Call Center Scripts

While there are potential pitfalls when it comes to using call center scripts, there are actions you can take to make sure your agents make the most of them. In this section, we’ll provide you with a few call center script best practices to help you ensure your scripts are being used effectively.

Place a focus on agent training

As already stressed above, a good training regimen is all-important when it comes to ensuring better customer satisfaction rates. A constructive coaching program, paired with excellent call center scripts, can help boost agent efficiency and customer satisfaction.

Here at Selmo
Our interactive scripts make it easy for agents to adjust the conversation as required to suit the needs of the customer. That’s because we understand fully how important it is that your customers are made to feel like they matter.

Want to feel the full power of a predictive automatic dialer can give your outbound call center?

The Dos and Don’ts of Writing Call Center Scripts

When writing call center customer service scripts, there are a few important pointers you should keep in mind to ensure your template is effective and helpful. To that end, you can find a list of some of the crucial “dos and don’ts” of composing call center scripts below.

Don't…

Make scripts too rigid. If your templates aren’t adaptable and flexible, it will be difficult for agents to personalize the experience for their customers.
Script out entire conversations word for word for every eventuality. Rather, write up shorter scripts for different circumstances.
Forget to consider compliance when writing up your scripts. Doing so can get you and your agents into a great deal of trouble.

Do…

Maintain a positive, helpful tone throughout your script. You should do your best to make sure your agents help customers feel comfortable during the call.
Provide accurate, up-to-date information. Not only will this benefit your customer, but it will also provide your agents with an additional educational resource.
Ensure your script is well-structured and coherent. This will help your agents to perform effectively during phone calls.
Include answers to frequently asked questions and common issues. Your agents shouldn’t be left scrambling for a solution to routine problems.

Good Call Center Script Examples for Your Team

Now that we’ve considered how to write an effective, high-quality call center customer service script, we’ll now provide you with some outbound and inbound call center script templates. These samples will give you an idea of the sort of tone you should aim for in call center scripts for your agents.

For introducing yourself

- «Good morning! You’re on the line with [agent name] from [company name]. How can I help you today?»
- «Thank you for calling [company name]. My name is [agent name], and I’ll be helping you today! First, could I have your name and account number?»
- «Hello and welcome to [company name] customer service live. You’re speaking with [agent name]. What can I assist you with today?»

For placing a customer on hold

- «I understand your frustrations and want to do all I can to help resolve this issue for you. Would you mind if I put you on hold while I check with my manager about our options?»
- «Unfortunately, this lies outside of my area of expertise, but [department] will be able to resolve this for you. Can I put you on hold for a moment while I transfer you to them?»
- «Please hold for a moment while I reach out to them for you. I apologize for the inconvenience.»

For upselling customers

- «I’m so glad that we could help you today! If you have a moment to spare, could I tell you about a great new product we have that matches your order?»
- «Many of our customers who have enjoyed [purchased product name] have also enjoyed [another product name]. Are you interested in hearing more about it?»
- «Since you’re so interested in [product name], let me tell you about a few other options we offer here at [company name].»

For dealing with angry customers and complaints

- «I’m very sorry to hear you haven’t received your order on time. I would love to resolve this issue for you today. Please bear with me while I discuss our options with my supervisor.»
- «I completely understand your frustrations; I can only apologize for your negative experience with us. What would the ideal solution be for you?»
- «I’m so sorry to hear you are not satisfied with our services. Could you please tell me a little more about the problem so I can try and resolve this matter for you?»

For returning customers

- «Hello again, [customer name]! It’s great to hear from you. How have you been?»
- «Welcome back, [customer name]! How have you been enjoying your [previously purchased product]?»
- «Hi, [customer name]! It’s [agent name]. What can I help you with today?»

For scheduling follow-ups

- «Thank you for waiting while I spoke with my supervisor. We’re still looking into your request, though we hope to have an answer for you soon. Can I call you back in an hour or so?»
- «I want to make sure that I resolve this in the most satisfactory way possible. Would you mind if I spoke with my supervisor about our options and called you back this afternoon?»
- «We are having some technical difficulties on our end. Our tech team is working on the issue, and we hope to have it resolved soon. Can I call you back tomorrow about your order?»

For talking to multiple customers at once

- «Would you mind waiting just a minute while I double-check the status of your order?»
- «I completely understand your frustrations. Let me check our available options with my supervisor, and we can go from there.»
- «If it’s all right, I’m just going to put you on hold for a moment so that I can find the transaction history for this order.»