A call center scripting tool helps in building scripts for agents handling customer’s complaints and queries. These tools help develop the call center script in a structured way that is easy for both agents and customers to understand. 

Scripting tools for call centers are available in abundance in the market, but what makes a good call center script, and what should companies take care of before building their scripts? Call center scripting platforms ensure that accurate and updated information is forwarded to customers quickly. Before we dive deep, let’s go through some basics.

What Are Call Center Scripts?

Call center scripts are predeveloped templates and guidelines for customer agents to follow while interacting with a user. They contain in-depth, concise, and accurate information to be relayed. Call center scripts are implemented to have a standard model and tone of communication and provide necessary and consistent information for enriched customer interaction and experience. Call center scripting software usually covers the entire flowchart and branches of interactions an agent might go through with the customers, starting from introducing themselves, registering the customer’s complaint, or asking them for their feedback on the service.

Call centers are used by all leading industries today like healthcare, aviation, telecommunication, automotive, banking, etc. Almost all of them rely on call centre scripts heavily to set clear guidelines and pathways for agents to follow. A well-planned Call center script must understand customer queries accurately and provide the necessary information.

Top Benefits of Call Center Scripts to Enhance Productivity

• Decreased training time

Call center scripts offer an easy understanding for agents to handle customer’s queries. A good script drastically reduces training time for new agents, helping them understand the communication faster. Well-built customer support has comprehensive information on all the things an agent might need to reference during a call.

• Enhanced consistency

A call script ensures that the customers receive the same set of answers and resolutions regardless of their interacting customer support agent. A good script always sticks around the core values and objectives of the company and ensures agents maintain a specific benchmark.

• Avoid common mistakes

Call center scripts also reduce predictable mistakes by giving clear and concise information to agents. Customers want their queries to be resolved within a single call, and agents can rely on a solid script to guide them through clearing customer concerns.

• Confidence building

Call center scripts cover all the possible conversation arcs helping agents be better prepared for all circumstances. This instils belief and confidence among agents and allows them to handle customers efficiently.

• Increased customer satisfaction

The call center script’s most important benefit is reduced handling times for customers. A handy guide to instantly answer customer’s queries focusing on the organization’s goals and objectives dramatically enhances customer satisfaction and experience.

Ways to improve your Customer Support Scripts

Here are a few ways organizations could improve their customer support scripts:

• Refresh your scripts regularly

Timely changing the scripts with new and updated information helps agents and customers retrieve relevant information. Updating the scripts regularly after analyzing past calls could help executives.

• Know when to ditch the Script

If a script gives more trouble than help in handling consumer’s queries by providing irrelevant or vague information, it might be the right time for an overhaul of the script. A problematic script could land agents under challenging circumstances and make easy resolutions complex.

• Add personalization

A personalized touch could help customers feel valued and significantly boost customer experience. Providing an interactive experience that the customers find custom-built could offer a different dynamic to customer support.

Some best practices to include while building a script include:

• Analyzing past call recordings

Studying past customer interactions and analyzing common queries and complaints

• Forwarding concise and concrete information

Resolving a query in minimal time by giving relevant information is crucial for any good script.

• Staying focused on customer’s issues

A good script is solely focused on solving customer’s grievances without beating around the bush.

• Having a positive outlook and approach

Good scripts display a positive and helpful approach and give the customers hope and a personalized experience, making them feel relieved and calm.

Scripting is an excellent tool for agents in handling customer calls. However, a successful customer experience depends on the performance of agents. Being over-reliant on scripts could prove to be detrimental. A great call center talk scripting tool could help develop a sturdy script that covers all the questions customers are expected to ask and provide concise information.

It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. They tend to say some of the same things over and over, such as, “I can understand why you would feel that way and we are sorry for your inconvenience.” It’s as if they are reading from a script… because most of the time they are. I actually had one customer service representative repeat that phrase so many times that I asked them not to say it anymore.

They aren’t really sorry. At least they don’t appear to be. What they appear to be doing is regurgitating the responses they learned in their customer service training classes or what’s printed on a piece of paper. Maybe they really are sincere; but their company forces them to appear to be insincere, because they are required to go by the script.

The bottom line is this: You can’t script sincerity!

The best customer support people, leaders, co-workers – really anyone you work with – don’t get to be the best by being fake or insincere. No, they have empathy, concern, and genuinely care about who they work and do business with.

And, if you can’t script sincerity, you probably won’t be able to teach it either. If people aren’t cut out to be empathetic and caring, you probably won’t be able to teach them, at least not before they potentially do damage to the relationship with the customer.

That said, some people can fake sincerity, at least for a short time. Eventually the effort and pressure to be someone that they’re not will catch up with them, and can manifest itself in potentially angry behavior. That’s why some employees lose their cool. It’s not that these people aren’t nice. It’s just that their personalities don’t have the patience or empathy needed to deal with confrontational customers, especially if they are upset and acting unreasonable.

The bottom line is that insincerity is a loyalty killer. And, while they may put up with it, customers shouldn’t have to deal with a customer support rep who is scripted, apathetic, and isn’t customer focused. How can a customer have a positive emotional connection to the company if the employees come off as fake or insincere?

So, how do we go about getting good, caring people? It starts before you even hire someone. The leadership has to define what good customer service looks like in the organization. Once defined, you hire good people who can support that initiative. Then you train them. Accolades from leadership for a job well done makes employees feel good, especially after handling complaints and problems on many of their support calls.

Getting great people who are customer-focused is of the utmost importance. The best customer-focused people care. They have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity. So hire customer service reps that care, and who already have the personality to succeed in a customer service position.

About the Author

Shep Hyken is the Chief Amazement Officer of Shepard Presentations. As a professional speaker and best-selling author, Shep helps companies develop loyal relationships with their customers and employees.