How to Write Effective Call Centre Scripts that actually work
When it comes to customer experience (CX), it should be among your top priorities.
The way you allow your customers to interact with you is how they’ll perceive you (and ultimately your brand) in the long run.
And, if you don’t walk the extra mile to make their experience as pleasant and efficient as possible, you’ll lose them rapidly.
This is why you need to make sure your call centre agents are doing a great job.
Writing effective call centre scripts is what will separate you from the rest of your competitors.
It will help you reduce the average handle time (AHT), limit customer frustration, and provide a better experience for your customers.
To help you write effective call centre scripts, we’ve put together an ultimate guide with 6 of the best tips.
6 Tips for writing effective call centre scripts:
1. Limit Dependency
When you’re writing a script for a call centre, you have to ensure the script is there to provide support and guidance.
It’s not there to completely replace your communication skills and abilities.
This is why you should write a script that is simple and concise.
Here’s what we have in mind:
– don’t write lengthy documents to be learned by heart
– write bullet points and lists
– organise your ideas using key phrases
– provide information but don’t script every single word
This type of scripts will limit the dependency of the call centre agents and make them sound more natural and less standardised.
2. Use Natural Language
When writing a call centre script, so many people tend to focus too much on the goal of the call that they forget that it’s the process that matters.
And, in that process, you’re talking to an actual person.
This is why it’s so important that you make your scripts sound natural and not like you’re reading from a marketing brochure.
Here’s the most important takeaway:
– use everyday language
– use simple vocabulary
– use regular sentence structure
– talk in a friendly tone
Which of the two do you like better:
– “We understand what’s causing you to feel this way, and we are tremendously sorry for the inconvenience…”
– “I’m sorry for the inconvenience, so here’s what I can do for you…”
The second one sounds much more sincere, and it will get a better response than the first, unnatural one.
3. Employ Positive Words
Customers you’re talking to need to feel understood and appreciated.
And, you have to make sure that’s exactly what your scripts nurture.
Using positive words and words of affirmation will make those on the other side of the phone feel like you’re truly listening and trying to help.
Positive words include:
– understand
– great/fantastic/good
– gladly/certainly/surely
– immediately/right away
– absolutely/definitely
Diana Adjadj, a customer service manager and editor at Trust My Paper says: “When you’re writing a call script, you have to find the best way to use positive words. Don’t just add them randomly wherever you can. Implement them wisely to make the conversation more natural.”
4. Plan For Responses
Another common mistake that we tend to forget to script in is the responses we are supposed to get from the customers.
If you only focus on what you have to say, there’s no way you’ll make them feel heard and appreciated.
This is why you need to think about the best places to leave room for your customers to respond.
Make sure to include in your scripts:
– asking questions
– making pauses after you say something important
– leaving space for your customers to think and respond
If you just keep bombing them with information, questions you don’t let them answer, or breaks too short for them to say anything, you’ll annoy them.
Give them room to speak their mind and make sure to make your scripts response-friendly.
5. Recognise Pain Points Early On
If a customer is calling customer support, they probably already have an issue they want to discuss.
Plus, chances are they are already rather frustrated and are on the verge of losing their patience.
This is why you have to recognise and acknowledge their needs and pain points early on.
The best way to do so is to write a script that:
– reduces the introductory part
– removes redundant questions and chit-chat
– goes straight to the point
– includes all the potential pain points the customers may have and how to deal with them
If you manage to define, recognise, and address your customer’s problem within the first minute of the conversation, they’ll be more willing to proceed with the process until they’re completely satisfied.
6. Include Some Personalisation
You should understand that not everyone is going to respond to your script the same way.
There are different types of potential customer calls, and you could personalize your scripts accordingly.
The first thing you need to do is classify your customers into several most common categories:
– frustrated and angry customers
– patient callers
– those that don’t know how to define or explain their problem
– the constantly complaining caller
For every potential type of call, you should have a mildly personalised script that fits the needs of that person.
The best way to write these scripts is to learn from practice and take notes of all the different directions the conversation can go in.
Use the real-life data to include personalised questions, responses, and phrases in your scripts.
Final Thoughts
Writing call centre scripts is an essential step in making your customer service approach more professional, consistent and efficient.
Scripts certainly don’t replace the need for having the right skills to talk to customers, but an effective call centre script can certainly provide some structure and guidance to ensure things stay on track.
Use the tips we’ve shared above and start writing more effective call centre scripts that help you communicate better with all your callers.
More great tips and links:
- Read: Learn how to write a killer call centre script >
- Read: Words and phrases to avoid on a sales call >
- Learn: How Knowledge Management Systems can reduce the reliance on call centre scripting >
- Find: Suppliers of outbound telemarketing >
- Upskill your workforce: View our specialist courses for outbound sales and inbound service to remove the need for scripting altogether!
