February 11th, 2020

Call Center Scripts: How Do You Write the Ultimate Script?

How to write call center scripts that can help your agents perform better? Follow these basic rules to create killer call center scripts that'll make all the difference!
Communication consultant

As a call center agent, you've probably noticed that certain scripts work like magic while others fall flat. It's not always easy to pinpoint what makes the difference. But here's the deal – some scripts just don't follow the basic rules for a top-notch call center script, and that's why they miss the mark. Let's crack the code and create scripts that truly shine!

Some might argue that there’s no recipe for the perfect script, while others might argue that a script can be a constraint for having a natural conversation. There’s some truth to that.

Depending on who you are calling and your purpose, you need to adapt your sales techniques, and sometimes a script can be constraining.

However, using a script is a wise choice for more extensive campaigns with generic messages.

The human factor is both a strength and a weakness in telemarketing. Each agent is unique, leading to varying communication styles and potential errors.

To mitigate this risk, providing call center scripts to your agents ensures consistent and accurate communication. It equips them with ready answers to possible questions, aligning the communication and enhancing overall efficiency.


Remember! Your agents are your company's face (and voice), emphasizing the importance of unified, accurate, and consistent communication that always reflects what your company stands for!


Let's keep it real. Not all call center employees are pros with years of experience. Some call centers hire newbies and don't invest much in training to save money.

That's when a call center script becomes a total game-changer! It's a must-have in these situations to keep the communication on point and avoid any mishaps. No more getting off track!

While there's no one-size-fits-all recipe, having some essential rules in mind can work wonders for creating an efficient script that empowers your agents to excel at their job. It's all about giving them the tools they need to shine!

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What a Good Call Center Script Should Contain:

  • Provide your script with generic sentences and phrases worded in a positive tone that can be useful when you need to lighten up the conversation
  • Make sure your script contains the answers to the most critical questions that may be asked
  • Keep it structured so it’s easy to find answers to any question
  • Make sure your script is compliant
  • Make a list of apparent objections you’ll meet and a guideline for handling them.

Are you making the most of your call center software? Check out our full guide with all you need to know about call center software and how it can help your business.

1. Introduce a Problem-Solution Pattern

Creating an effective call center script involves adopting a problem-solution approach. Customers typically have a bunch of questions about your offerings, so being fully prepared is crucial. Anticipate all possible queries and provide suitable answers.

To avoid agent confusion, structure the answers in a Q&A format with subcategories. Prioritize essential information and tailor FAQs to local needs. Instead of cluttering the script with questions and answers, consider placing the Q&A and FAQ on a separate landing page, linking it for easy reference.

Furthermore, think about crafting different answers for various customer types to avoid being caught off-guard during calls. By following these steps, your agents will be better equipped to handle any conversation that comes their way.

2. Write Your Script In a Positive Tone of Voice

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Maintaining a positive tone of voice is key. While reviewing your draft, be on the lookout for negative phrases, like those with "not" or "no," and aim to replace them with positive alternatives.

Additionally, it's helpful to equip your agents with phrases that can diffuse tension during critical moments in a conversation. Compile a list of generic, positively phrased expressions that can aid your agents in navigating tricky situations and keeping interactions smooth and upbeat.

Mastering the art of handling objections might take time, but don't worry, you'll get there! To effectively deal with leads who keep saying no, it's essential to stay one step ahead.

Just as you prepare for customer inquiries, create a list of reasons why a customer might decline your offer and craft responses accordingly. The key is to create a strong barrier that no unexpected question can penetrate. Once you achieve this skill, you'll be unstoppable! Keep practicing, and you'll become a pro at confidently handling objections.

Get some good tips on how to handle objections in sales.

4. Don't Forget to Make Your Script Compliant

When crafting a script, always prioritize legal considerations! Anticipate the potential questions related to legislation that your agents may encounter and jot them down.

Highlight all crucial terms and conditions concerning the purchase of a specific product. Ensure your script clearly explains how to opt-out, and above all, be vigilant that all communication aligns with the consent given.

If obtaining consent is necessary during the conversation, such as for recording purposes, structure your script to ensure your agents consistently comply.

Being compliant is more than just building trust; it's an absolute necessity!

5. Evaluate and Adjust Your Script

As mentioned earlier, sales techniques should be adaptable based on the specific audience and purpose of the call. The same principle applies to using a script.

A script is not set in stone. Alongside ensuring all essential information, such as pricing and delivery terms, stays up to date, it's advantageous to revisit the script from time to time and make necessary adjustments.

Your agents might come across new questions about your product that weren't initially considered. They might also discover smart phrases that work wonders in customer dialogues and want to share them with their colleagues.

Recorded conversations serve as a valuable tool to identify best practices among your agents. Take the time to review these interactions and keep refining the script based on real-life experiences and feedback from your team. Embracing this dynamic approach will keep your script fresh, effective, and attuned to your customers' needs.

Different tools can help you identify best practices -  e.g., use speech recognition to collect data from all conversations and analyze what works and what doesn't.

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The magazine Call Centre Helper has gathered some basic mistakes to avoid with call center scripting.

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