Effective scripts are the backbone of every successful call center. Whether for generating sales or serving customers, the best scripts make it possible for agents to sound conversational, yet professional, and they strike the perfect balance between warmth and efficiency.
Ross Krisel, EVP Sales and Marketing, has more than 15 years of experience in the call center industry. Through his work helping clients improve their call center operations, Krisel has seen hundreds of call center scripts and has a deep understanding of what makes a winning script.
The biggest scripting mistake he sees is when they are overly complicated. “As humans, we naturally take pride in what we do, so sometimes we overthink our work,” Krisel says. “When it comes to creating scripts, simplicity is better.”
Although it’s important to provide agents will all of the necessary information, Krisel says over burdening a script can make agents sound clunky or robotic. “If it’s overcomplicated it’s not going to sound natural,” says Krisel, who offers the following three tips for creating simple yet effective scripts.
Think it Through
It’s important to think through the logic of a script. Remember: the goal is a seamless customer experience. One of the best ways to do this is by creating a visual representation of every call scenario. “By utilizing tools which enable visualization of the script while you create it, you can quickly see when and where it becomes overly complicated,” Krisel says.
Keep it Real
In order to create a good experience for the customer, scripts must be conversational. “It doesn’t work to force agents to adhere to scripts that aren’t personalized,” Krisel says. Write the script as if you are speaking to someone. Edit in order to keep sentences and paragraphs short, and try to communicate ideas with the least amount of words. Read scripts out loud and to peers for feedback.
A Matter of Perspective
Finally, create scripts from your customer’s point of view. By anticipating questions and concerns, you set the foundation for a great customer experience. If you need to gain a greater understanding of your customers, create customer journey maps, visual representations of what happens when a customer calls for specific reasons such as a return, change of address or billing question.
SingleComm’s dynamic script builder tool was designed to intuitively include scripting best practices like those covered here. The tool allows you to create scripts that are conversational, logical and seamless that help agents be more efficient while providing shining customer service. To learn more about how to create winning scripts in less time, schedule a SingleComm demo today.