Customized Call Center Script Best Practices



With the number of incoming calls agents receive at call centers, scripts come in handy for keeping calls brief and to the point. Interactions can be personable and warm without getting away from agents and going on for too long. Since call time is an essential indicator of call center performance, call center script best practices are necessary tools to improve call time while ensuring callers receive adequate solutions. 

All agents in your call center should work from general scripts they can tailor to the specific needs of their callers. No two calls will be exactly alike, but many will follow the same primary direction from start to finish. The scripts allow call center agents to get the necessary information from a caller and provide answers promptly. Here are three customized call center script best practices that will help you improve customer experience.

Customize Scripts to Call Categories

Call center agents field calls from different types of callers. These callers will require your agents to perform various tasks and provide solutions that are unique to their category. 

  • Customer service calls. 
  • Sales support calls.
  • Tech support and product calls.

For example, if a call center agent were to take a sales call, the script would not be the same as if the caller were a customer needing help with a product or service. In this case, you can create a customized call center script for the sales call in question to ensure an efficient and speedy call. 

On the other hand, a customer service call can have many different outcomes. Customers call for various reasons, and customizable call center script best practices allow agents to keep the conversation on track without letting it veer off into irrelevant territory.

Scripts Prevent Derailed Calls

Some customers are long-winded and will talk to a call center agent indefinitely if the agent does not put an end to the call eventually. Customizable scripts are helpful in this instance because they allow the agent to stay in control of the call at all times. 

No matter what reason a customer has for calling your call center. You can follow the same basic steps to get their needs taken care of and find a solution to end the call. Call center script best practices help create an organized, step-by-step method for agents to follow.

  • Open the call with a friendly and warm greeting.
  • Recognize the customer’s needs.
  • Gather important information from the customer. 
  • Offer a solution or take customer contact information to call back. 
  • Sign off with a pleasant salutation.

These basic steps can get agents through most calls. Leaving your script open for flexibility is vital since callers need to feel sincere. Too much flexibility and the point of the script can be lost. It is crucial to find a happy medium. 

Scripts Provide Consistent Customer Experiences

Another significant benefit of customizable scripts is that customer service remains consistent through every call. Repeat customers can rely on the fact that they will speak with someone who shares the same knowledge and structure as the last agent they spoke with. Increased brand consistency boosts customer morale and trust for your call center and company.

  • Have the same basic scripts. 
  • Customize and change scripts when appropriate.
  • Provide the same training to all call center employees. 

All agents must provide the same level of enthusiasm and reliable script work. Call center script best practices are powerful training tools for agents to get used to taking calls and finding solutions quickly, but your agents should not sound like they are reading from a script with each call. Customers will pick up on the monotone, unfriendly tone and feel their call is unwelcome. 

How Endicott’s Call Centers Can Improve Your Customer Experience

Endicott Call Centers is a national call center company with omnichannel services. Our contact centers have all the equipment to help you with your business under any particular circumstances. We draw on decades of experience to help you make the right decisions for your business.  

Request a quote or call 800-947-3227 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings.