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7 Mistakes to Avoid With Call Scripts Cheat Sheet (DRAFT) by [deleted]

7 Mistakes to Avoid With Call Scripts

This is a draft cheat sheet. It is a work in progress and is not finished yet.


With our modern need for quick and efficient customer service, call scripts are essential tools for contact center agents. They can enrich customer service intera­ctions and help them progress faster by offering agents detailed answers and commun­ication tips to better satisfy customers. However, as service cases vary in nature and customers continue to seek a human touch, agents must remain sponta­neous and be able to adapt the use of call scripts to each individual situation.

1.Using very long monologues

A courteous introd­uction is always important, but that’s where the long monologues should stop. Call scripts should be designed so that customers have a chance to engage in the dialogue and ask questions when they need to. This means that standard agent responses such as “I can help you with that” or “Thank you for the inform­ation” should remain succinct to keep the conver­sation flowing naturally.

2. Making customers repeat inform­ation

Customers don’t want to repeat inform­ation to multiple agents, and the less inform­ation you request they share, the better. A CRM database is therefore ideal for quick access to customer inform­ation and purchase history, enabling agents to make real-time updates as needed. In addition, routing customers to the most qualified agents with optimized IVR menus may ensure that customers are not transf­erred unless absolutely necessary.

3. Not including agents when creating scripts

Agents should be involved in both the creation and revision of call scripts. As they interact with customers day after day, they have important insights to offer regarding best practices. Your brand should therefore solicit their feedback when writing call scripts and help them add a touch of their own person­ality to parts like the introd­uction

4. Relying solely on scripts for complex issues

Contact centers may have different call scripts for different situat­ions, but complex cases sometimes demand sponta­neity and adapta­bility. Following a script can be harmful in such situat­ions, as frustrated customers who seek specific answers may not appreciate agents who cannot deliver detailed support. In addition to making various scripts easily accessible to agents, your brand may consider routing customers with simple inquiries to agents with basic training while routing complex cases to more skilled agents.

5. Forgetting to be sponta­neous

With all the techno­logies available these days, customers still want a humanized and person­alized experi­ence. Following a script word for word deprives customers of the reassu­rance and empathy that they may seek in speaking to an actual person. Agents need to be sponta­neous in order to deliver a human touch and adapt to difficult situations when they arise.

6. Keeping customers waiting while searching

Keeping customers waiting while searching for the right scripts

Agents may need to look for different scripts as customers ask more specific questions. To prevent customers from waiting, scripts should be organized clearly by topic or keyword. In addition, agents should have easy access to commonly asked questions and those questions that are trending most frequently at that particular time.

7. Not testing the scripts frequently

Testing the efficiency of call scripts is essential. Your brand may use A/B testing to monitor the efficiency of service intera­ctions, while speech and text analytics can assist further during the revision process.