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Three Tips to Improve Your Call Center Script

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The script an agent uses to interact with customers plays a pivotal role in every engagement.

It should serve as a base from which to build a conversation that results in resolving any situation. But if a script is getting in the way of efficiency, by taking too long to move the discussion forward, it will have a negative effect on performance no matter how qualified the agent.

Perhaps it’s time to take a fresh look at your script. If so, here are three tips that will help you make positive changes.

1. Read it Out Loud

Sometimes you can write a line that sounds great on paper, but when it is read aloud it may sound clichéd or confusing. By “rehearsing” the dialogue, you’ll be better able to imagine how it will sound when read by agents and heard by customers. You’ll also be able to identify and remove any long sentences that might be difficult to deliver, and experiment with different greetings and closings to find the one that sounds best.

2. Build In Enough Flexibility

Conversations can be guided but they cannot (or should not) be forced. Flexibility and guiding prompts should be built into a script so agents can react to different situations and provide the most appropriate responses. When a customer is trying to express their confusion or frustration and continue to receive only pre-written expressions of empathy, it will just add to their irritation. This is an even more common issue in webchat; customers know every time copy appear on the screen that expresses a genuine response, as opposed to lines that were written months or years ago.

3. Listen To Your Agents

Agent input is essential to developing a better script. These are the folks on the front lines of customer interaction, and after only a couple of weeks on the job they will know which responses work and which do not. Along the way they may come up with better ways to express the same idea.

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