Call center scripts are a central component of employee training and evaluation programs in the contact center industry. When crafted correctly, these guided outlines support efficient call flows and standardize customer service experiences. They reduce employee onboarding and average handle times. They also boost first call resolutions, sales conversions and overall customer satisfaction scores.
However, scripted conversations can go horribly wrong when agents come across as robotically reading canned responses. Especially when the answers do not match the questions. This disconnect leaves customers feeling frustrated and unvalued while the agents come off as cold and incompetent. By viewing the script as a tool to assist agents, Ansafone is able to capture meaningful data and consistently promote an efficient, high-quality caller experience. We focus on developing concise, informative scripts that guide agents and customers through the journey. Each client works closely with our in-house development team to create dynamic scripts that adhere to these four best practices:
Flexible, Conversational Scripts
The most effective call scripts are concise and simple. A script should serve as a basic outline, not a rigid formula, for how to have productive, engaging interactions with customers. Natural-sounding scripts are conversational and courteous in tone. They are also flexible enough to personalize the discussion to each caller’s needs. Agents must have the freedom to go off script to inject their personality into the exchange and apply creative solutions to the problem. Statements such as, “I can handle that for you,” or “Is there anything else that you need to address today?” help to quickly identify and validate the caller’s concerns.
More than three-quarters of consumers agree that how agents deliver boilerplate messages makes a difference in their customer service experiences. Customers must be able to interrupt and redirect the conversation as needed. Frustrations will rise quickly when an agent ignores the details being provided while mindlessly reading from a script. Agents can personalize each conversation by engaging in reflective listening. By paraphrasing what the customer is saying, they confirm with the caller that the real issue is understood. Rather than creating detailed scripts for every potential contingency, Ansafone focuses on writing copy that considers customer personas to anticipate their needs. CRM data tools that capture customer history across all communication channels also help agents kick off the conversation with relevant information rather than predefined questions.
Limit Automated Responses for Anticipated Concerns
Ansafone uses automated responses to deliver CRM navigation instructions, share knowledge base content and communicate relevant policy, procedure and compliance requirements. However, even these static scripts are delivered based on a constant analysis of the customer’s reason for reaching out. Ansafone also works closely with each client to develop basic structures for effective openings, closings and common issues. These are designed to expedite resolutions, deliver service consistency and achieve specific outcomes. These standard responses can actually increase the agent’s competence and boost the customer’s confidence that they are doing business with a reputable company.
Dynamic Scripting Programming
Employing dynamic scripting software is the best way to ensure that call center operators deliver personalized support while still following company guidelines and branding messages. Ansafone does not rely on linear template conversations that are pre-built into the system. For each client, our in-house team programs customized concepts. The system automatically populates answers or new instructions based on specific responses. Under this logical branching design, scripts remain dynamic to each caller’s needs, allowing for natural interaction. As clients’ needs evolve, our programming solutions allow us to easily apply the same strategic design and approach in maintaining the effectiveness of the scripting tool.