Get agreement on what the call is about.Two security questions answered correctly.Can I have your name and account number?Īlternatives if they don't have their account number: Each purpose should have an independent procedure to complete the necessary task. Once reps get to Step 3, Act, they will need to reference a separate guide/script/flow. Those are dependent on the purpose of the call. The following are specific procedures that follow an intake script. So this will be the first procedure in your process. No matter your industry, you will always have an intake script. The script in italics is recommended phrases for call center agents to say. These nine examples will help you get started on your call center scripts and call flows.įeel free to copy and paste these examples and make them your own. Related: 6 Tips for Writing Clear Call Flows in Customer Service 9 call center script and call flow examplesįor your call center, you’ll need a call center script for the main processes and procedures in your company that require verbatim statements and/or require a precise order of operations. It helps to have a system - like a call scripting software or a knowledge base - to help your agents access these call center scripts and call flows quickly while they are on a call. Your call center agents will pull up these separate scripts while they are on a call depending on what they need. Each procedure should have its own script. Instead, you should create mini scripts for different procedures. These call center scripts include multiple procedures in one call flow. When content authors create call center scripts, they are often tempted to write every call from beginning to end. □ Related: Call Center Script vs Call Flow: What Are They? When Should I Use Them? A warning: One common mistake with call center scripts Often, when people talk about call center scripts they are actually talking about call flows. A call flow prompts agents on what to say and do. It still offers a specific order for asking questions and performing tasks, but there is more flexibility. A call center call flow is more of an outline of how a call should be handled. Agents are expected to follow the scripting verbatim.Īnother approach to call center scripts is call flows. It is organized in a specific order for efficiency. It is both a conversational and operational tool that aids your customer service agents on calls.Ĭall center scripts are precisely written to optimize a call. Use this blog post as a source of inspiration for writing your call center scripts. These nine scenarios are common procedures across different industries.įor additional help, here is a free call flows template to help you organize your call center scripts and call flows.īefore we dive into the examples, let’s define what a call center script is.Ī call center script is a document that helps call center agents to know what to say and do. In this time, I’ve helped companies use best practices to write clearer and more efficient scripts that save their call centers time and money. When you have call center scripts, it helps take the pressure off of your call center reps. It provides them a guide on what to say and do so they don’t have to rely on their memory.įor nine years, I’ve worked as a content coach at ScreenSteps, a knowledge base software company that helps call centers with their call flows and scripts. Then they need to remember that information to answer calls and perform at a certain level that helps your call center achieve key metrics. Working as a call center agent is an intimidating job. Have you ever been at a loss for words? Or have you ever witnessed a call center agent get tongue-tied on a call because they don’t know what to say next?
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