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.

Coaching is a critical component of a sound sales training campaign in an organization.  Coaches design an action plan for each sales agent based on their identified strengths, weaknesses and opportunities for growth.  The design of this action plan will show the creativity of the coach including their ability to relate to and influence the sales agent by changing their behavior.  That is the ultimate goal of this action plan, to change behavior.  The behavior change is what should move the sales needle in the positive direction for the organization. 

Here is a creative way to communicate required behavior changes and a fun and easy way to document the coaching session.  This is called the Coaching Prescription.  It is a play-off of a prescription pad that comes from the Dr. 

*Note:  This by no means is an all encompassing action plan.  This is an on-the-spot solution used to document the coaching session. 

Coaching Prescription Card