Say it Like You Mean It-Scripting for A Call Center

Though callers would like to believe everything contact center agents say to them is genuine and off the cuff, there is some scripting that must be done. This ensures positive outcomes of a call, not just for the customer but the agent, as well. Positive scripting is the act of creating a scripts and messages around the needs and wants of customers to keep them satisfied  and to sell without sounding pushy. With the right script, and by delivering it correctly, the call can go a long way.

There are a handful of phrases that can enhance customer service experiences. Saying: “I’m sorry but that item is out of stock and won’t be available for four weeks,” can sound like a dismissal to a caller. Instead, try: “The item is out of stock. Would you like me to pre-order it for you so it will be with you in four weeks?” That shows effort on the agent’s behalf as well as accountability. Whenever promising a delivery date, one is assuming liability.

Another situation agents are all too familiar with is product problems. If a caller asks for a refund, avoid this response:  “I’m sorry but I can’t give you a refund.” That’s not offering a resolution and is a blatant “no.” Rather, try this: “I’m sorry that I can’t offer you a refund, but since you are still under warranty, we can offer you a free repair.” It shows something can be done and is now up to the caller to accept or decline.

When creating scripts for agents, here are some helpful tips for success. Keep it quick and straight to the point. Bullet points make it easy for agents to find  the pertinent answers and create an easy conversation. But, to keep the conversation on point, make sure there are only closed questions, so the agent does not have to tame an angry caller on a rampage. Agents are problem solvers, not therapists.

Paper scripts can be a distraction if an agent has to go search for the answer in a mess of paperwork. Implement a scripting tool on the computer for easy access with bold bulletpoints. Once the script has been proofed and is ready to roll, have the agents practice together so they become comfortable. Hold training sessions with management to understand what phraseology works and what does not.

Continually review the scripts with agents, allow them to make suggestions for more natural conversations, and discover what seems to be working for callers. A tweak here and there can only help.


Edited by Erik Linask