Agent scripts are used in roughly half of all call centres. When done correctly, no customer ever guesses their call is being subtly guided. Here's the Blue Telecoms guide to creating scripts that work.
Call centre scripting has come a long way, becoming far more advanced in style and structure. Good scripts go largely unnoticed by customers and allow agents just enough room to "breathe" — going off-track when required.
The percentage of call centres using scripting has increased steadily over the past decade. Creating a good script that keeps agents on track without stifling conversation is easier said than done.
Guide without stifling
Consider all different queries and objections clients might have, then pair them with suitable answers. Use a whiteboard or flip chart to create a matrix.
Who will the advisor talk to? What's their thought pattern? What's the key outcome required?
How much data will agents need to complete each request? Control exactly what they see with each call.
New agents need guidance. Seasoned professionals can converse on their own terms with a more paired-down script.
Use fonts, colours and lists. Write in easy-to-read chunks — short paragraphs and simple sentences that can be read at a glance. The script should be a framework, not a rigid cage.
Think of your script as something that flows from beginning to end. Flowcharts help visualise what happens during any type of call, keeping ACD as low as possible whilst ensuring customer satisfaction.
Scripts can allow agents to see past orders or receive frequent updates about new products to market. Even traditional customer service centres can take advantage of natural up-selling moments.
There are always natural points where agents should nudge callers towards action — paying for an item, submitting details, or being transferred to another agent.
Get in the mindset of someone speaking — not reading. Avoid long paragraphs that sound robotic. Keep greetings short and easy to understand. It may take several drafts to find the perfect version.
The acid test for whether your script genuinely flows is to role-play it with your agents. Allow them time to learn the script before going live — this makes adoption much easier.
Even the most perfect script can be improved over time. Don't worry about perfection from day one — get good feedback from staff and amend flows and content as you learn.