While most people would like to believe they can discuss without much effort, those same people have surely experienced the positive vibes that come when walking away from a truly great interaction. From feeling respected and fully engaged to being given the chance to share one’s concerns, various characteristics make up a quality conversation. They do not happen by chance.
So it is for call center encounters. When a customer reaches out to a business, they do so hoping for a meaningful interaction. They want accurate and consistent information. They yearn for a prompt and hassle-free resolution. They want to feel engaged and leave the conversation feeling better than when they entered it. In their ongoing pursuit of customer experience excellence, the businesses taking the calls should be aiming for the same targets.
Of course, not every call centre agent lives up to customer expectations. Be it a lack of product knowledge, an inability to understand the subtleties of conversation or a failure to appreciate the importance of quality engagement, too many call centre interactions result in poor customer experiences and, in turn, brand damage for the organizations they have called.
There is a solution though and it involves arming call center agents with a tool designed to guide them through various encounters and help identify solutions that will leave customers smiling rather than grimacing.
The tool? Call centre scripts.
What is a call center script?
Call center scripts are written prompts agents use to help them communicate with customers across support channels and scenarios. Designed as ready-to-use templates, they can be used for phone, email and social media conversations. Ultimately, they aim to ensure customer issues or questions are acknowledged, addressed and resolved as quickly as possible.
Along with reducing common errors, positive scripting in customer service allows agents to feel more confident in interactions, navigate different situations more seamlessly and deliver a better customer experience. They are also an excellent training resource for new team members.
What are the benefits of call center scripts?
When you consider the advantages of utilizing call center templates, it is little wonder they are considered such a valuable resource. They include:
- Ensure consistent communication: in an environment where every conversation is ‘unique’ in its own way, call center scripts ensure customer interactions share a common theme or approach and align with brand values.
- Enable a prompt response: instead of debating how to respond to certain situations, agents are able to tap into suggested answers that can keep conversations on track.
- Help to boost staff motivation: confident staff are motivated staff and call center scripts help create them. Providing agents with guidelines and advice on how to respond to different scenarios gives them the confidence to deal with even the most difficult of conversations.
- A value training resource: customer support is too important to be left to chance and call center scripts lessen the risk of rookie agents saying the wrong thing at the wrong time. Scripts and frameworks are excellent tools for newcomers wanting to shine from day one.
