How to Craft an Effective Answering Service Call Center Script

A script is a guide for the call center agents to use that will allow them to harvest the necessary information for your business needs. Scripting leads your caller through a series of questions and answers. The scripting will vary depending on the nature of your business and the scope of work the answering service is to perform.

Keep it Short
In every instance the greeting should be short, easy to read, and flow naturally. Callers are listening only to verify that they’ve reached the correct number and are annoyed by long greetings.

After the initial greeting, the call handling process can be as brief or as complex as you need it to be.

Gather Basic Information First
Simple messaging techniques include gathering basic information such as the caller’s name, address, contact information and the reason for the call.

Do Not Sound Like a Recording
Message scripting doesn’t need to feed the agent line-for-line verbiage but a guide to specific questions may be necessary to create an algorithmic flow of information.

Be Specific
Some clients require a strict protocol. More complex scripting distinguishes between required and non-required fields.  Specify which information you need versus information you would like to have. Message scripting can handle complex math formulas, date and time functions, apply discounts, etc. Requiring less information makes the experience pleasant for callers.

Define the Outcome
Design your script so that it leads to action. Ask yourself: do you want to book an appointment, make a sale, or simply respond to a phone call from your office. If you are a medical provider, define your emergencies clearly so that the call center agents can respond appropriately.

Close with a Smile
Include “please” and “thank you” throughout your script. Reassure your client that the call will be responded to in a timely manner. For example, “Thank you, sir. Bob will return your call within an hour.”

Keep these tips in mind as you work with your call center to design your call script. For more information about how call centers work, see this page on our website.

photo: flicker user matsuyuki