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.

This past Sunday I had an amazing experience at the Museum of Tolerance in Los Angeles, CA.  The Museum of Tolerance (MOT) is a human rights laboratory and educational center dedicated to challenging visitors to understand the Holocaust in both historic and contemporary contexts and confront all forms of prejudice and discrimination in our world today. 

This museum was an Instructional Designers dream!  It was the most experiential and learner-centered museum I have ever been in!  One of my favorites exhibits was the Point Of View Diner.  A recreation of a 1950’s diner, red booths and all, that “serves” a menu of controversial topics on video jukeboxes. It uses the latest cutting edge technology to relay the overall message of personal responsibility. Following scenarios focusing on drunk driving and hate speech, this interactive exhibit allows visitors to input their opinions on what they have seen and question relevant characters. The results are then instantly tabulated. 

The MOT creates a safe environment for probing dialogue around difficult issues rarely discussed in the workplace and homes of participants. The Point of View Diner challenges participants to question their own assumptions, raise self-awareness, and present fresh perspectives to redefine personal responsibility and taking action. 

It is important for an Instructional Designer to create a safe environment for the learners.  This is so they can feel safe while sharing their views, expressing their opinions and ultimately not feel ashamed … after all this is a LEARNING environment.  I am also a big fan of self discovery which this museum, and in particular this exhibit does. 

I was SO INSPIRED by this visit that I am going to research how the ideas are generated for each of these exhibits.  I am interested to know who puts it together, what sort of piloting they do and what they do with the data they collect from each visitor.

The MOT is a MUST SEE if you are in Southern California.

To schedule a visit, call, 310-553-8403
for group tours, 310-772-7639.