How to create and use phone scripts in Call Centers

Telephone scripts are a prescribed guide with information used by agents during calls with customers. Many call centers use them to keep the information consistent and homogeneous, and allow agents to offer immediate help.

The scripts are solutions that, well designed, can be of great help to the support team. Below we share some ideas on how to create and use phone scripts in Call Centers.

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How to use phone scripts

Here are some ideas that can help you use effective scripts in a Call Center.

Define what you want to say 

Scripts for phone calls are not theatrical scripts that must be performed, be sure to guarantee a script with all the tools necessary to do a great job.

Know when to get rid of the script

The support team must be trained to offer support without the help of a script and a telephone robot.

Users need to know that they are heard and their needs are met. Therefore, include in your telephone script the option of transferring to a human agent.

Train your staff to use scripts

Scripts for call centers can be a useful part of customer service, but you should teach your staff when to use them.

Scripts only provide information, but agents must be trained to know when to use them.

The scripts must be clear and structured

Telephone scripts are a list of lines to read on the phone, they are a knowledge format where the most important information is ordered.

The relevant answers to each question the user may have are found there. Also, nobody wants to hear 500 words in the form of a script to get the information they need.

You can structure the script so that your client can navigate it easily, so that it is easy for customers to find the right information quickly.

Make sure the script is accurate

The goal of using scripts is precision. In other words, the scripts must have the complete information to give it to the users.

Use the information from previous calls as a data-backed resource to improve your scripts.

How to create phone scripts

Although there is not a single 'correct' call center script that works for each type of organization, there are certain points in common among the best scripts that can be used to create sample scripts for call center agents.

The following samples may be useful to give an idea of ​​the basic structure of the most effective scripts.

Call center opening scripts

The opening script should make clear immediately the name of the company, the name of the representative and that the call may be being recorded for training or other purposes (if necessary).

It must be concise and to the point, courteous and easily and directly lead the customer's concern.

Example:

Hello, and thanks for calling (company name). I am a telephone robot designed to answer your questions. At this time, I would like to inform you that this call can be recorded for quality assurance and training purposes. How can I help you today?

Call Center Closing Scripts

Once the problem has been solved effectively, the script should ask if there is anything else the client needs to solve, thank them for taking the time to call, reaffirm the name of the company and then politely close the session.

Like the opening script, this should be done concisely, because if the customer is satisfied, they will probably be anxious to close the call.

Example:

Is there anything else I can help you with today? (Wait for response; address any additional concerns) In that case, thanks for calling (company name). We hope you had a satisfactory experience with us today, and we look forward to working with you in the future. Have a great day!

As you can see, the scripts must be simple, they must allow the telephone conversation to flow in an organic way and that the answers to the clients are given correctly.

No one but you knows what are the problems that your clients frequently present, based on them you must develop the most precise, easy and dynamic script.

Benefits of using scripts

There are several reasons why companies choose to integrate call scripts. Here are some benefits:

  • Human errors are minimized, because scripts are automated and have no room for human error.
  • The scripts promote consistency because they keep conversations with your customers consistent across the board. They ensure that customers receive consistent responses no matter when they call.
  • The scripts are used to monitor the quality and performance of calls, knowing the best practices makes it easier to identify lower-performing scripts to increase their performance. When you use your best script, customers will also have a better experience.
  • The scripts are easy to integrate with your IVR system so that your agents can easily access customer information and respond to customer specific needs accordingly.
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