GoResponse Telephone Answering Service Staff

How to make call scripting work

All call centres have to have some form of scripting for agents to follow, whether this is a precise wording that individuals have to use or a list of bullet points that must be followed.  For telephone answering services, it is essential that consumers do not feel like they are talking to a robot – and, for this reason, it is imperative for companies to get call scripting right.

One important strategy for call centres is to ensure that the same agents are not used for incoming and outgoing contacts.  This is because of the differences needed for each type of call.  Whilst phoning out, agents are providing people with information and there is a certain need for scripting.  However, when answering inbound calls, agents are often dealing with people needing help.  In such scenarios it is a good idea to keep scripting to a minimum so that agents can actually listen to what a consumer needs and react accordingly.

Many organisations are now starting to use web chat, and this is a great way of talking to consumers.  For those using this method, building up a bank of pre-written statements that can be cut and pasted is a good idea.  This allows friendly conversation to occur between an agent and consumer, and then the correct information to be pasted into the chat.

Finally, for agents making outbound calls, a script may be required.  However, it is best to get agents to learn scripts beforehand as reading text off a screen will, undoubtedly, sound robotic and immediately prevent customers from engaging with the agent.

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