The Importance of Scripts in Call Centers

MAY 2014

Scripts are process-based guidelines that are handed to agents from complaints and suggestions, customer service, and technical support departments in order for them to serve each caller appropriately. These guidelines are based on telephone etiquette parameters and guarantee a high-quality service.

In areas dealing with sales and debt collection, scripts must not only meet the aforementioned features, but also cover tactful courses of action, given that they are aimed at convincing clients to both purchase and pay off, as well as assuring them they are taking part in a fair negotiation.

Structured call flows are essential to every call center, since the service they provide builds their brand image and sets forth the quality of the offerings they promote. These kind of tools can include different elements depending on the target of each call; nonetheless, they must always include a welcome and farewell section. In customer service departments, inbound calls must be developed in accordance with the following structure:

  • Introduction. Formal presentation of both the agent and company; e.g. (i) “thank you for calling (…)”, (ii) “my name is (…)”, and (iii) “how can I be of help to you?”.
  • Conclusion. Doubts resolution, additional assistance, agent’s and company’s name repetition, and farewell; e.g. (i) “is there anything else I can do for you?”, (ii) “just to remind you, my name is (…)”, (iii) “(…) appreciates your attention to this call”, and (iv) “have a nice day”.

In sales and debt collection departments, outbound calls must follow a more comprehensive script for agents have to mention the characteristics and benefits of given products, services, and payment methods as described hereunder:

  • Introduction. Target clients search. In the event they are contacted, agents must deploy a script for introducing themselves and explain further details. On the other hand, if they are not reached, agents must ask the day on or the time at which they can call back; e.g. (i) “good morning/afternoon, may I speak with Mr./Mrs./Ms. (…)?”, (ii) “I am calling from (…) in order to provide you with the following information with regard to the product or debt (…)”, or (ii) “can you please tell me when can I find him/her?”.
  • Conclusion. Farewell, thanks to the called party, and repetition of the agent’s name. In matters such as sales and payment promises, agents must follow up the negotiation process with a second call; e.g. (i) “Mr./Mrs./Ms. (…) I thank you for taking this call”, (ii) “my name, again, is (…)”, (iii) “I will contact you soon”, and (iv) “have a nice day”.

Scripts are really useful when it comes to inexperienced agents because it gives them the right words and the confidence they need to duly comply with the requirements of every single client.

CenterWare Xion® Suite

Features a scripting tool through which you can define the set of steps whereby your clients will be adequately and efficiently served. Besides, it helps you to reduce call times so as to provide a top-level service.