What makes a great call center script?
A script that doesn’t sound like one.
Sixty-nine percent of customers say they hate it when a call center agent reads from a script. So, the key here is not to let your customers know that they are read to from a script.
Think about it:
We all rehearse important calls, calls that can make or break deals. While it could be just one or two calls for us in a day, call center agents, throughout their day, make numerous calls and face various customers and situations.
Exercising your brain every time to respond can be difficult. And, what if you cannot come up with a smart reply instantly? Oops, a bad experience for the caller. But, of course, you can handle an anticipated situation is by practicing how to deal with it beforehand.
Call center scripts help you do just that.
It helps you determine what you are going to say, on what cues, and how you are going to say it. It’s similar to a script for a play or a theatre, where lines are laid down for the actors to act on. Besides acting or directing, the script will determine the quality of a play. Similarly, a good call center script can bring out the best in you.
So, the question now is, how to write a great script?
Firstly, you would want to maintain information consistency across different scenarios. For an agent, a script is most needed to-
- Introduce themselves
- Handle customer problems
- Sell products
- Deliver a Call to Action
Let’s check out some sample call center scripts. Feel free to use them as it is or modify them as per your needs.
Table of contents
- Opening Scripts
- Objection handling scripts
- In the face of competition
- Fix an in-person meeting
- Complaint handling scripts
- Repeat phone calls
- Script to ask for referrals
- Scripts for talking to referrals
- Special offers
- How to talk to a customer when you don’t know the answer
- Call ending scripts
- Why use scripts
- Best practices for your call center teams
- How does call center CRM help improve agent efficiency?
Opening Scripts
1. Opening scripts for call center agents
“Hi, thank you for calling [company name]. My name is [your name]. How may I help you today?”
or
“Hello, I am [your name] calling from [name of company]. Is it a good time to talk?
Whether you’ve called them or they have called you, start by introducing yourself and your company.
Revealing the agent’s name is the first step towards establishing a connection.
Give the customer a chance to express consent.
Objection handling scripts
While calling a lead for sale, overriding objections means nailing the sale pitch. Depending on the objection, here are some ways to set them aside.
At the same time, it is important to distinguish between genuine objections and delay tactics. When objections can’t be overridden, they have to be accepted gracefully.
As Carolyn Blunt puts it, “Ask the magic question ‘how does that sound to you today? If a customer comes up with objections, remember that this is good – it often means they are seriously considering buying.”
Some of the most common objections and scripts to handle them are listed below:
2. Call center script to handle “not interested” objection
Agent: Good afternoon. Am I speaking to [customer name]?
Customer: Yes.
Agent: Hi, [customer name]. I am [agent name] calling from [company name]. Do you have a few minutes you can spare?
Customer: Yes, go on.
Agent: [company name] is [briefly narrate what your company does]. I am calling to let you know how you can benefit from our services.
Customer: Sorry, I am not interested.
Agent: I can understand you do not see the need for our services right now. Still, can I go ahead and ask you a few questions?
[Ask specific questions that address customers’ pain points. Close-ended questions preferably, e.g.: Do you have enough visitors but not enough conversions?]
Customer: Yes.
Agent: We specialize in [mention solution to customer’s pain point. Ask further questions that your product can provide solutions to…]
3. Call center script to handle “I’m not the decision-maker” objection
Agent: Hi [customer name]. I am calling from [company name] regarding your inquiry about the CRM package.
Customer: I was enquiring on behalf of the marketing director.
Agent: It will be my pleasure to arrange demos for both of you. Let me fix an appointment with you, also could you please provide me his number too.
When you have to get past someone else to reach the decision-maker collaborating with the person you have reached is more fruitful than treating them as an obstacle, whether it’s a boss or a partner who makes the decisions.
4. Call center script to handle “I’m busy right now” objection
Agent: Hi, [customer name]. I am [your name] calling from [company name]. This call is with regards to your query on our website. Is this a good time to talk?
Customer: Sorry, I am busy right now.
You: That’s completely fine [customer name]. How about I set up a call this evening?
Customer: This evening I am going to be busy.
You: Sure, Could you perhaps give me a time that works for you?
Customer: Okay, call me tomorrow around noon.
Agent: Perfect, I will call you tomorrow at 12 pm
Nobody wants to feel forced into a conversation. Giving the customer a chance to express consent over the call lets them feel respected and helps avoid common objections such as “I am busy” “I have got to go” later in the call.
The customer exercising consent is more likely to feel more relaxed and not feel like a victim of an aggressive selling pitch.
5. Script to handle “Price too high” objection
Agent: Hi [customer name], I am calling from ABC finance. I would like to inform you that you are eligible for a Personal Loan of $10,000. Is this a good time to talk?
Customer: No, thank you. Your interest rates are very high.
Agent: Sir, I am so sorry you feel that way, but I am sure you will feel better if you let me share a few points.
Customer: okay
Agent: Our interest rate on personal loans is lower than the industry average, which is 12.5%, and comes with no hidden charges. We offer zero processing charges and a turn-around time of 1 day. Additionally, we offer a floating rate of interest which can significantly lower your interest burden. We will be happy to offer you a detailed quote based on your eligibility.
In the face of competition
6. Script for when your prospect is already in touch with a competitor
Agent: Hi, [customer name]. I am [your name] calling from [company name]. I haven’t caught you at a bad time, have I?
Customer: What is this about?
Agent: Would you be interested in getting the best deal for your used car?
Customer: I am already speaking to someone else regarding this.
Agent: That’s great. I am sure more options will help you finalize the best deal. If you answer a few questions, I will be able to offer you our best. Would you be interested in our offer?
Fix an in-person meeting
7. Script to fix an in-person meeting
Agent: Hi, [customer name]. I’m [agent name] from [company name]. We are a new-age digital marketing firm based in [city]. Can I interest you in a customized package specially designed for businesses like yours?
If the response is No,Agent: I assure you if you give me 5 minutes, you will be able to decide better if it can work for you.
If the response is Yes,
Agent: That’s Great. We have noticed that you have marketed your gym considerably through signage and billboards. We did a little research and found out that [X%] of people looking for gyms use social media and search engines to make their choices. Gym X in your area has a great social media presence. Would you be interested in creating a social media presence for your brand too?
Customer: Tell me more
Agent: We [company name] specialize in digital marketing. We offer [details of services]. We believe a good marketing strategy will increase your visibility and drive sales. Would you like to receive a customized package for your business?
Customer: Yes
Agent: Excellent! Our representative can drop by at your office to give you some more information. Would 4 pm tomorrow work for you?
Customer: Okay
Agent: That’s great. Thank you very much for your time today.
Complaint handling scripts
8. Call center scripts to handle customer complaints.
Agent: Hi this is [name] from [name of the company]. How are you today?
After the customer narrates their complaint,
Agent: I’m so sorry to hear that. Please allow me to address it immediately. Can you tell me your full name and order number?
In case the customer doesn’t have the order number,
Agent: Not a problem, sir/ma’am. Can I get your phone number and address to find your order number?
After the customer shares their phone number,
Agent: I’m so sorry to hear that. I will need a few details to offer you a quick resolution. Can you please answer a few questions? I promise it won’t take more than [X] minutes.
Or
Agent: We are extremely sorry our product didn’t meet your expectations. I can surely cancel your subscription. Would you please share with me the reason for your cancellation to help us improve our service?
In case of grievances, customers may call you more than once within a short period. Issues may range from delayed shipping, amount refund, canceled orders, etc. Dealing with a distressed customer is especially difficult; empathy and apologies go a long way in such situations
9. Script for greeting an angry customer who had an outburst
Agent: [name of customer] I am so sorry that you had to experience this. I understand that you are upset, and it is completely justified. Have you tried [provide a solution]?
Or
Agent: [name of customer] please accept my sincere apologies. I am so sorry you had to go through this, but don’t worry. Can I transfer you to [department name] right away? I am sure they can help you.
Repeat phone calls
Acknowledging a repeat caller saves the customer from narrating their part over again. It shows that the customer is valued, and you are listening.
9. Conversing with a customer who has called you before
Agent: Hi! Welcome back [customer name]! I hope we have been able to resolve your earlier issue.
If the response is negative,
Agent: I know how frustrating this can be. But I’m going to talk to my manager and see how we can resolve your issue. Will it be okay if I [call/email/message] you back once we have a resolution? I promise to get back as soon as we can.
or
Agent: I am extremely sorry to hear that. I’m going to escalate your concern to my supervisor for a solution. Will it be okay to put you on hold for a moment?
or
Agent: I understand your problem. Let me work on setting this right.
If the response is positive,
Agent: That’s great to know. How may I help you today, [customer name]?
Script to ask for referrals
10. Call center scripts to ask for referrals.
Agent: Hello [customer name], I am calling from [company name]. [customer name] through this call, we would like to convey our heartfelt appreciation for trusting our services.
Customer: Okay.
Agent: I hope you have been happy with our services in the past year. If there is anything that we can do for you, please feel free to speak to me about it. Also, is there someone from your friends and family who you think can benefit from our services?
Customer: I will have to see
Agent: That’s great to hear. I will be sending you a referral code in your registered email id that you can share with your circle to earn credit for your future purchases with us.
Scripts for talking to referrals
11. Call center scripts for referral leads.
Agent: Hi Mr. B, this is Amy from ABC Solutions. You have been referred by your friend Jim who is our valued customer. Is this a good time to talk?
Mr. B: Yes.
Agent: Mr. B, we provide accounting software for small businesses like yours. I am sure Jim, who has been using our product for over a year, can vouch for our services. We provide an affordable range of options that you can choose from or customize. Would you be interested in signing up for a free 7-day trial?
12. Script to schedule a further call or demo with referral
Agent: Hello Mr. B, I am Amy calling from ABC solutions, do you have a quick minute?
Mr. B: Yes.
Agent: Mr. B, without taking much of our time, I would like to introduce you to our best-selling accounting software that small businesses like yours love using. We have noticed that you were looking for software online. We have 50 other businesses that have rated us very highly and are our valued customers. I am sure you are evaluating other options. It would be great if we could fix a meeting to understand your needs. Will you be interested in discussing this further?
If the response is positive,
Agent: Awesome, let me fix a call to understand your requirement and offer you the best solution. How does tomorrow at 11 am work for you?
If the response is negative, thank the customer for their time. No need to push them for something they’re not interested at the moment.
Special offers
13. Script to introduce a special offer.
Agent: Hi, am I speaking to Mr. B? This is [your name] from [your company]. Can I speak with you for two minutes?
Mr. B: Yes.
Agent: Mr. B, we are an accounting software company providing accounting solutions for small businesses like yours. We are calling to offer you a [X%] discount this month, as part of our anniversary celebrations. If you are interested in our service, this is a great time to sign up. I would love to tell you more about our product.
Or
Agent: Hello Mr. B, this is Amy from ABC Solutions. I am calling regarding a special deal meant especially for you. Can I speak with you for two minutes?
Mr. B: Yes
Agent: Thank you, Mr. B. We are an accounting software company providing accounting solutions for small businesses like yours. We are offering a limited period deal. Our bestselling software will be available to you today at a 15% discount which is valid only for today. Would you be interested in claiming this deal?
How to talk to a customer when you don’t know the answer
14. Scripts for when you don’t know the answer
Agent: I am not sure, but I can find that out. Can I get back to you with more information?
Or
Agent: I am sorry, but that area is out of my expertise. I can help you by finding out. I will definitely get back to you on this number.
Call ending scripts
15. Call center scripts for ending the call.
Agent: “Is there anything else I can help you with today?
After response,
Agent: Thank you very much for your time, [customer name], and thanks for calling [company name]. We look forward to serving you again. Have a great day!
Or
Agent: “I’m glad we could resolve your issue. Can you kindly spare a second to evaluate your experience? Your feedback is valuable to us.”
Why use scripts
While you might agree on the importance of a good script, you might wonder if being candid can work too.
The answer is yes and no.
Yes, being candid can work in certain situations but not at the cost of sounding amateur. While handling a customer, a call center agent is completely on his own. The agent becomes your brand and everything you represent.
A good script will assist agents when they are stuck in a difficult situation. It will ensure a sound and accurate voice for your customers. A script can provide confidence, and a confident agent means better customer service.
- Having scripts for your call-center agents ready can also reduce the training time. Training agents entails preparing them for all kinds of situations: training them to greet, sell, solve and close deals over calls. Good scripts can reduce time spent on training and put them on the call sooner.
- Reduce errors. Scripts can act as quick reference guides for agents. You wouldn’t have to worry about quoting wrong information when they are reading from a script.
- Ensure consistency and confidence. A script can provide a consistent experience for one customer over different situations and multiple customers over similar situations. A handy script can be a huge confidence booster for agents in difficult situations, where you will not have to rely on their ability to resolve issues solely.
- Better customer service. There is hardly any doubt that a script written after careful deliberations will be more effective than an impromptu conversation with a customer.
These benefits translate into increased revenues through greater efficiency and better customer service.
Best practices for your call center teams
A good call center script is the basis for a solid customer service strategy and a tool to train new agents. A few best practices to perfect your scripts:
1. Hire the right agents. Training can do so much if the agent doesn’t have the aptitude for communication. Empathy, politeness, and cheerfulness are prerequisites for an agent.
2. Train them to listen as much to speak. It’s important to remember that communication is a two-way street, and agents should be trained to listen reflectively. If you’re selling a product via your call center, the listening skill could help you go a long way. The best sales reps do so. Research also shows that 43:57 is the ideal talk-to-listen ratio for closing sales.
3. Roleplaying. Enacting various scenarios with different personas can help agents prepare for different scenarios.
4. Prepare flexible scripts. There should be enough room in a script for adjustments. No matter how much you prepare, agents come across situations that they haven’t prepared for. Have a script handy for such occasions as well
5. Empathize, don’t patronize. While scripts are great, what isn’t great is customers being aware of them. An agent reading from a script can get pretty frustrating, especially when a customer is at the receiving end of a cold call or is calling with a problem. What can help is personalization and genuine empathy. It can make the customer feel heard and not patronized.
6. Prepare scripts by borrowing from your well-performing scripts. Identify agents who are doing great and use the learnings to better other scripts. Research competitor’s scripts and what works.s
7. Take feedback. Good feedback to keep you at it and negative feedback to identify and rectify. Consistently review scores that evaluate customer satisfaction and quality of calls.
So, these are some quick tips to make the most of your calls.
But before we wrap up, here’s a piece of friendly advice.
Get yourself a nice call-center CRM.
How does call center CRM help improve agent efficiency?
By now, you’ve understood how to talk effectively with customers and prospects.
Next, you need to know is how do you improve your calling efficiency.
For example, if you make 30 calls in a day, how can you make it 50 per day. And all without compromising the quality.
The answer is, if you can reduce the time spent on grunt work—making notes, updating caller records, etc., you can give more time to calling. Plus, if somebody can do that for you (I’m referring to CRM software ), you’ll be offloaded of work a bit, and you’ll be at peace. Hence, more productivity.
Here’s how a call center CRM can make your life easy.
- Capture and route your caller to the call center agents. You can do it in a round-robin manner. Or you can create your own distribution rules.
- A personalized sales pitch means higher chances of sales. Gain access to the prospect’s details, interests and activity, and conversation history with behavioral tracking.
- If the person you’re calling isn’t available, send an automated text or email requesting a suitable time to call.
- Track and record call for audit and training purposes—measure call center KPIs to ensure better CX (customer experience).
- Integrate your dialer/cloud telephony/IVR with CRM and track interaction history. You can even create leads from voicemails and follow up with them as per your schedule. LeadSquared call center CRM provides out-of-box integration with cloud calling solutions like RingCentral, CallTrackingMetrics, Ozonetel, and more.
- Easily track your/your team’s performance.
“Smart views help our agents intercept all the incoming requests quickly & call the patient in a few minutes, reducing the decision-making time. Our daily call center efficiency per agent has increased by 60%.“
Siddhartha Nihalani, AVP—Engineering, Practo
Do you want to get such results too?
Book a free 20-minute demo with us!
