Here are my 10 tips to writing Call Center scripts:

1. Never have more than 2 – 3 sentences in a paragraph to avoid mechanical sounding.
2. Prioritize your relevant information.
3. Have agents present themselves as consultative with the words you choose them.
4. Find a way to ask customers what is most important to them, all customers appreciate the concern.
5. Use questions to proactively build relationships with customers.
6. Depending on your goals, include a follow-up plan or review account status before end of call.
7. Establish your thresholds for QA; Dead-Air Time, how far an agent can steer-away from script, etc.
8. Make greetings and closings short; Identify the brand, introduce yourself and understand issue at hand.
9. Use Ownership Statements to confirm assistance; For example, I can help you with that.
10. Know your IVR.  If at all possible, avoid repeating asking for information that has already been inputted.  It is a big annoyance for customers.

Last, but certainly not least, consider creating a theme for your Call Center.  For example, “Be the Best” is a motto that can be integrated in everything that you do.  Trainings, team meetings, 1-on-1 reviews, etc. can all incorporate “Be the Best.”  It is a expectation that is known and supported by your entire Call Center.

Tags: Call Center, Dead-Air, Ownership Statements, Quality Assurance, Review, Script, Team, Training