The purpose of customer service is to provide a seamless user experience, but it often ends up doing the opposite. A survey reveals that 50% of the shoppers feel a major need for improvements in customer service and support.
That’s why companies write call center scripts.
A well-written customer service script can make all the difference between high and low-performing call center teams. Effective call center scripts teach your agents how to communicate, helping them maximize efficiency with minimum effort.
But how do you write a perfect script for your customer service? We will explain it in this post while showing you the top 10 call center scripts to increase sales.
Benefits of creating call center scripts
Why do you need call center scripts in the first place? The answer may seem obvious, but we assure you that customer service scripts give companies more benefits than you might think. We pinpoint six major advantages of making a customer service script.
1. Scripts make your customer service more efficient
Nobody likes slow and inert customer service. Clients who address your customer service reps want a quick solution with minimal interaction. That’s where call center scripts step in to give you a hand.
With an official call center script at their disposal, customer service reps can react almost instantly to identify and solve a client’s issue. In this case, everybody knows what to do, which makes your customer service much more efficient. This helps reps handle the high call volume.
2. Boost the confidence of customer support agents
Customer service teams rely on customer support software to speed up the work, but communication remains the key. They get to meet all kinds of people, including angry and tempered buyers.
In such circumstances, losing self-confidence becomes a big issue—especially for new members of your staff.
Call center scripts will play a support role because they boost the confidence of customer support agents. They provide your staff with clear guidelines on how to behave in certain situations, making agents feel more comfortable and agile.
3. They help minimize customer service errors
A well-designed call center script can help you reduce the number of customer service mistakes. It helps the team fill knowledge gaps, enabling everyone to behave naturally during sensitive customer interactions.
In such circumstances, accurate and instant responses are a must. But it’s hard to make mistakes with so many predetermined inputs in call center scripts.
4. Call center scripts save time
Every client is a different person, but they all have the same questions and deal with similar problems. That’s why you can make scripts that answer the majority of user inquiries.
Think about it for a moment and you’ll realize this benefit of a call center script. The idea is clear—your agents don’t have to reinvent the wheel every time they talk to a client. They can use the existing knowledge instead to solve the issue in no time.
5. Scripts guarantee consistency in cross-channel communication
Most companies interact with customers through multiple channels. This is important because potential buyers use different communication platforms, but it can cause discrepancies in brand communication.
According to the report, almost 90% of retail leaders agree omnichannel strategy is critical or very important to business success, but only 8% say they have achieved it.
Scripts guarantee consistency in cross-channel communication, enabling agents to send the same messages via live chat, phone, email, and in-person. To put it simply, a call center script helps you build consistent brand communication.
6. Increase customer satisfaction
Writing perfect call center scripts leads to the ultimate benefit—increased customer satisfaction. It will make your clients happy and willing to engage with the brand. The bottom line is that you could use scripts just like you’d use a hunt group to improve customer experience.
Best call center scripts to boost sales
Do you know that the usage of proper scripts can be as powerful as the usage of sales software tools? If you use the right script, it is possible to improve customer support and boost sales. We did some heavy lifting to create the best call center scripts for sales-oriented teams.
Let’s see 10 ready-made scripts that you can use in your work.
Welcome scripts
You only have one chance to make the first impression, right? That’s what makes welcome scripts so critical to the success of your customer service. The goal of welcome scripts is to sound friendly and professional at the same time. Here’s an example:
- Thank you for calling {first-name}. My name is {first-name}. How can I help you today?
- Good afternoon, {first-name}! This is {first-name} speaking. How may I assist you today?
We highly recommend addressing customers by their names, so take advantage of this tip if you know who you’re talking to.
Scripts to put a customer on hold
Putting a customer on hold is never pleasant, but it’s the only option when you need to double-check relevant information. The only thing that matters is to be polite and explain why you’re putting someone on hold. Here’s how to do it:
- {first-name}, I need a minute to double-check your request. Can I put you on hold while doing so?
- I need to confirm your refund request with my manager. Would you mind waiting a couple of minutes while I do that?
Most customers aren’t unreasonable. They understand that agents need to do their job properly, which takes some time. However, make sure not to exceed it—if agents take more time than promised, your clients will get angry.
Scripts to welcome a repeat customer
Recurring buyers are the essence of your business. They spend more than first-time shoppers and spread the word about your brand. According to the report, the probability of selling to the existing customer goes up to 70%—at least five times more compared to new clients.
This means that scripts that welcome a repeat customer make a huge impact on your sales results. These call center scripts can help you win over a recurring client:
- Glad to see you back, {first-name}! What can I do for you today?
- It’s great to hear from you again, {first-name}! How are you doing? Would you like to check our new products?
Both scripts are upbeat and personalized, giving customers a notion of warmth and familiarity.
Scripts for follow-ups
Follow-up scripts are a good way to build long-term relationships with your clients. In this case, you can use a call center script to thank customers or let them know you’re available for additional assistance.
- Hi, {first-name}! Thanks for checking out the new product. Are you ready to give it a try?
- Hello, {first-name}. Did you find our tips helpful? Feel free to give us a call if you ever face a similar issue again!
Such scripts are particularly convenient after solving an issue your client was facing. That way, you prove that you care about customers even when the real work is over.
Scripts for angry customers
All companies are facing angry customers. There are no exceptions to the rule, but some brands handle angry clients better than others. And that means the world to your business.
You need a good script to handle disappointed clients, so we prepared a couple of subtle but effective solutions.
- Hello, {first-name}. I’m very sorry to learn about your problem with our product. I’ve passed your comment to our quality department. The manager will get in touch with you shortly.
- Good afternoon, {first-name}. I’m sorry to hear that our service is not working properly. We really appreciate your cooperation and I can assure you that we’re doing our best to get the program up and running.
What matters the most is to showcase empathy and honesty. Without that, angry customers will only get angrier after the call.
Scripts to make an apology
This script is closely related to the previous one. Sometimes there is no easy way out, so you’ll have to apologize for under-delivering. Apology scripts serve as precious support because they remind customer service agents to end conversations with due delicacy.
- I apologize for the inconvenience because I know that our service is vital for your business. I guarantee that we will solve the problem by the end of this workday.
- Hello, {first-name}. I feel terrible to hear about your unpleasant experiences with our services. Let us apologize by giving you a 50% discount on your next order.
The most important thing about apologies is to make them sound real and deliver as promised. If you can’t give discounts or solve issues by the end of the day, don’t say it. The script must be based on real-life scenarios and your team’s ability to cope with unexpected problems.
Customer feedback scripts
Customer feedback is vital for the long-term success of your organization. It’s a way to identify common issues or get that much-needed worth-of-mouth marketing.
- We’re glad that you like the new version of our software, {first-name}. Would you mind leaving brief feedback? It shouldn’t take more than a minute, but it will mean a lot to our company.
- Thanks for completing the purchase! Would you be so kind to take our customer experience survey? It will help us improve our services.
The trick with customer feedback scripts is to emphasize that the whole thing won’t take too long. People don’t like wasting time filling out surveys and forms, so you better keep them short and sweet.
Scripts for upselling and cross-selling
A big portion of your profit probably comes from upselling and cross-selling to customers. You should turn those sales experiences into a script. Here’s how:
- Hey, {first-name}. You recently checked one of our products. What do you think about these options?
- We’re glad to see that you’ve purchased {first-name}. A lot of our customers buy ancillary products. Are you interested in testing some of them?
A call center script for upselling and cross-selling should sound convincing, but not too pushy. If you find a balance between the two, you can create an army of repeat purchasers.
Scripts to ask for additional information
Customer reps ask for additional information if they don’t understand the problem or just want to buy some time. Another option is that they need additional info to complete user requests. In each case, a special script can help agents do their job effortlessly.
- Could you repeat your ID, {first-name}? It’s always better to double-check everything before moving on to the next step.
- So, you’re having issues using our product. Could you explain it to me in detail? It will help me solve the problem.
Asking for additional information is not controversial, but it’s good to have a ready-made script. It will make the customer service more precise and efficient.
Scripts for conclusions
Customer service reps must be professional from start to end of the conversation. Agents should always add a nice finishing touch to the communication, reassuring clients that they are welcome. Doing it is simple:
- It’s been a pleasure talking to you, {first-name}! I hope you find our conversation helpful. Have a great day!
- Thanks for calling, {first-name}! You talked to {first-name} today—I hope you enjoyed our conversation as much as I did! Wish you a great day!
Most agents don’t have a problem with conclusions. How come? Let’s be honest—they are also glad that the call is over, which means they can show extra enthusiasm.
How to write perfect call center scripts
Would you like to have a personalized approach to your customers, instead of adopting the ready-to-use scripts? That’s okay, we can show you how to write them on your own!
If you’re in the process of setting up your functional call center—consider VoIP software. This is particularly important for companies targeting younger audience groups that heavily rely on Internet telephony.
Ringblaze can help you set up a VoIP-powered call center that blends in with sales scripts. After that, you can start writing tailored scripts according to these rules:
1. Avoid industry jargon
The main rule of writing customer service scripts is to avoid industry jargon and buzzwords. You may find it natural because you’re deep into the business, but your customers aren’t. You won’t impress them with pompous acronyms and techy phrases.
On the contrary, it will only make them feel confused.
That’s why you ought to use everyday language that everyone can understand. The script is not a high-level philosophical discussion—it’s a simple conversation that must deliver solutions to user inquiries.
2. Know your customers
The second tip is critical if you want to write a call center script that sounds natural and convincing. You need to know how your clients feel and behave because it’s the only way to craft simple but efficient scripts.
Different customers demand different approaches. For instance, a middle-aged accountant probably wants your agents to sound trustworthy. At the same time, teenagers would like to hear a friendly and upbeat tone. You have to respect that while writing your scripts.
And remember to call customers by their names. We know we said it before, but studies reveal that employees ask for a customer’s name only 21% of the time.
3. Keep the language active and positive
Everyday conversations are active and dynamic, and so should be your call center scripts. Keep the language positive and active, avoiding passive voice whenever possible. It will make the conversation sound quicker and more engaging.
| Pro tip: Take advantage of power words Power words are an excellent way to engage with a customer and evoke positive emotions. The list of power words is endless, but customer agents should bear in mind at least some of them at all times. For instance, power words for customer service professionals include: Now, always, instantly, ready Free, save, gift, increase Best, special, unique |
4. Include the best practices from your agents
Another interesting tip is to run through the best practices of your top-performing agents. Their bags are full of tricks that can make a good addition to your call center scripts.
But don’t stop there.
You should also analyze the experiences of your low-performing agents to eliminate the worst practices. Together, these two moves will help you upgrade customer service scripts to make them much more effective.
5. Reevaluate your scripts periodically
Some organizations create amazing scripts that deliver great results, so they just set it and forget it. But that’s not the right thing to do. Remember that your customer service script is not carved in stone.
You should periodically reevaluate your scripts to find room for improvements. It’s not necessary to do it too frequently, but we suggest reassessing your scripts at least once a year.
Seize the power of customer service analytics
Speaking of script assessments, we need to remind you of the power of customer service analytics. It’s a precious tool for agile organizations that can help you with more than one area of the business.
Customer service professionals use many types of analytics methods. Your goal is to write better call center scripts, so you can use analytics to evaluate six important areas:
- Customer experience
- Consumer loyalty stats
- Customer lifetime value
- Consumer journey
- Customer feedback
- User engagement
All those insights will be useful for detecting the strengths and weaknesses of your business. Analytics is one of the most popular small business trends, so you might want to take advantage of it. As a result, you will be able to adjust scripts and handle user requests more conveniently.
Common disadvantages of call center scripts
So far, we only talked about the benefits of customer support scripts and how to make them work for your business. But it’s only fair to say that call center scripts have some drawbacks, too.
Firstly, they often lead to robotic customer interactions because agents end up repeating the same phrases all over again. Many clients recognize it easily, which is why they don’t like talking to customer service reps.
Secondly, most companies are so strict about the scripts that they eliminate flexibility. A lot of agents don’t feel comfortable changing the pace of the conversation even if they feel it’s the right way to go.
Besides that, we notice that many organizations don’t pay attention to the actual delivery. They hand out scripts to the customer service representatives, but they never bother to check how it works in practice.
All these downsides of customer service scripts are annoying, but it doesn’t mean you shouldn’t use scripts. The point is to keep them in mind and try not to repeat the same mistakes. If you approach call scripting like that, your customers will see the difference.
Write call center scripts that help you and your customers
Call center scripts are the simplest way to make a highly efficient customer service team. There are tons of quality scripts that you can use in daily work, but we focused on examples that boost sales.
The scripts we discussed are readymade solutions that can make your agents agile and help them boost sales results. If they aren’t the right fit for your company, use our tips to write a customized customer service script.
The only thing that matters is to craft a script that helps you and your customers.
Call center scripts: FAQs
What is a script in a call center?
A script is a pre-written response to common customer questions. Scripts can be helpful in call center work because they allow reps to have standard responses for typical questions, reducing the need for them to come up with unique answers on the spot.
This means that employees spend less time trying to think of an answer to the question. They can spend more time helping customers instead.
Do call centers use scripts?
Yes, call centers use scripts. Most call centers use these documents to speed up customer service. Agents with scripts can quickly understand customer inquiries and convert them into practical solutions or offers.
The point is to provide a seamless experience for both the company and its clients. Customer service reps can follow a pattern, so there are no gaps in information or communication. This also ensures that all agents are on the same page when servicing clients.
How do you write a call center script?
There is no one-size-fits-all answer to this question. The contents of a call center script will vary depending on the type of business and the products/services. But there are general tips that can help when writing a call center script:
- Make it natural and easy to read
- Use active and positive language
- Avoid industry jargon and buzzwords
- Keep the instructions clear and concise
How do you talk to customers in a call center script?
Regardless of the script content, agents must be polite and respectful. They have to listen carefully to the customer questions and concerns, providing clear and accurate information.
Besides that, it is important to be patient and understanding when dealing with customers. That’s because some of your clients may be angry or dissatisfied.
