ChaseData Call Center Software Blog

How Call Center Agent Scripting Can Save Your Business

Posted by Ahmed Macklai on Aug 27, 2019, 7:30:00 AM

call center agent scripting

When it comes to call center agent scripting, most management-level employees understand that words have a lot of power. What you say to your consumers can make the difference in closing a sale or losing it, or determine whether your caller will be satisfied with the level of service they receive or not.

However, sometimes what your agents don’t say is just as important as what they do say. This is something that is often overlooked when it comes to generating scripts, but call center agent scripting should avoid certain topics, words, and phrases. What are they? Here are just a handful of the most important things to sidestep if you want to remain successful in keeping your customers happy:

“You’re Wrong”

Nobody likes to be told that they are wrong. When a consumer calls your center, they are already experiencing a negative scenario. They have a question, a concern, or need to voice a complaint. Regardless of why they are calling, they are likely already frustrated, confused, or upset.

Telling your customer that they are wrong or that their actions are the reason for their frustration is a quick way to make those feelings even worse. It is important for agents to remember that knowledge that may be obvious to them may not be so apparent to a consumer. Whether that is because of industry knowledge or general differences in life experience, it matters little. Everyone who calls your center is deserving of patience and respect.

A good rule of thumb is to speak with positive language to every caller you have an exchange with. Regardless of how they greet your agents and why they are calling, a sunny attitude is often contagious. Your caller may just leave the conversation feeling better than they did when they called!

“I Don’t Know”

There are so many ways that contact center employees say this every day without knowing it. Of course, there is the obvious; a simple slip of the tongue and your agent may bluntly admit that they don’t know the answer to a consumer’s question or how to solve their problem. However, there are also other ways that this phrase can be said, all of which should be avoided.

Consider banning these phrases and introducing solutions to avoid them:

  • “I’m new here.”
  • “I just started this job.”
  • “I’m still learning how to do this.”
  • “That isn’t my department.”
  • “I can’t help you with that.”
  • “You can find that information on our website.”

It is also important to limit allowances for transfers in your call center agent scripting. Too many hand-offs to supervisory staff will hinder the growth of your agents and promote a sense of staff as nothing more than gatekeepers to the people who can actually handle callers’ problems.

However, there are some scenarios when transfers are both unavoidable and advisable. Train your employees to understand the difference and tailor call center agent scripting to allow for smooth transitions in these situations.

“You Have No Choice”

Few things upset consumers quite like being told they don’t have any choice in a matter. While your agents may not say this exact phrase, there are many ways that they may say it in different terms, all of which are just as likely to upset your callers or clients.

Some variations of this phrase to watch out for include:

  • “That’s not how it works.”
  • “That’s company policy.”
  • “There isn’t anything I can do about that.”

In general, avoid phrases that make your callers or consumers feel as if they are wasting their time talking to your agents. This is a quick way to tank your customer satisfaction ratings - and your bottom line.

“Calm Down”

Obviously, your agents should never have to deal with outright verbal abuse. There is a line that should be drawn and your staff should be trained to understand the difference between tolerating this kind of abuse and handling everyday customer frustration.

Most of that frustration, though, does not rise to the level of verbal abuse - especially if handled properly. Telling a person who is already becoming upset to calm down generally does not work. Instead, instruct your agents in better phrasing and better approaches to calming consumers through actions, rather than words. Offering a real solution rather than a command to remain calm is much more likely to yield results.

Active listening is an important part of being a good call center agent. Be sure that your staff offers callers an opportunity to talk through their problems and vent their frustration. If they are calling with a concern or complaint, be sure that they have the chance to express all the details before they are presented with a solution. Cutting them short or disregarding their feelings will make them feel as if your agents are being condescending or don’t have the patience to help them deal with the problems they are calling to solve.

Pairing Technology with Call Center Agent Scripting for Success

To give your agents what they need to offer excellent customer service without having to resort to words or phrases that make this list or those like it, be sure you’re giving them the tools they need to succeed. This includes both excellent call center agent scripting and top-quality technology. Your agents deserve the software they need to offer fast, efficient, friendly service to your callers and customers, so be sure to partner with the industry leaders here at ChaseData to offer them exactly that.

Give us a call today to learn more about how technology can help your agents provide better service and have better workdays - so you’ll never have to worry about this scripting faux pas again!

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