Creating an agent script that gets your message across, without sounding pushy or even negative can be extremely hard. As experienced call centre veterans, we feel your pain!
Here are some top tips from our callcentre team on how to create a positive script that gets the job done every-time!
What is positive scripting anyway?
Put simply, positive scripting is a way of designing a service/telemarketing script and formulating its message so that you don’t frustrate, anger or mislead your customers.
In the world of telesales, it can also serve as a handy roadmap towards your desired outcome – whether that be a sale, generated lead or customer signup.
Examples of positive scripting
By using more positive wording in your script, you can help to support a positive customer experience.
In the table below, here are some examples on how to take a normal script and give it a positive makeover:
| Instead of… | Say… |
|---|---|
| “Unfortunately, that level of cover is not included in your package…” | “At the moment, your package doesn’t cover this; however, we can look to see if there’s a more appropriate package for you.” |
| “I’m sorry, but we’re unable to book you in for an appointment for 3 weeks.” | “Unfortunately, we’re very busy at the moment and don’t have availability. I can still book you in and look to find you a cancellation though…” |
| “I’m sorry, the item hasn’t yet been delivered. You’ll have to wait for it to arrive.” | “I’m sorry the item hasn’t been delivered. Let me check with the courier and see how quickly we can fix this for you.” |
| “I’m sorry but I can’t give you a refund.” | “Unfortunately, I can’t offer a refund; however, I’ll be able to repair your item as it’s under warranty.” |
Putting together your positive script
Before you begin, it’s worth checking that your script doesn’t have any negative sentiment within it. Once found, you should try and re-write the script to make those negative aspects sound positive.
Once you’ve ironed out the negative sentiment, it’s time to format the flow of your script so that agents feel comfortable using it. You can find out how to craft a telemarketing script by using our earlier guide and also read up on giving your outbound sales campaigns a cheeky boost too!
If you’re pressed for time, here are some helpful chat all tips that should help in any setting:
1. Don’t try to push everything onto one page
Unfortunately, some callcentre managers try to push all the information onto one page during the call. This can lead to unhelpful pauses, as agents try to navigate a mass of information by eye.
Instead, you can make use of intelligent scripting and call-flows to help your agents find what they need, when they need it most. Call centre diallers like the ones Blue Telecoms offer, have these features built in as standard – helping you create a call-flow that empowers your agents during every call.
2. Closed questions keep your script on track
Sometimes, it’s easy for your agents to ask an open ended question – before the call quickly goes off track to the desired outcome. This can also have the effect of “throwing off” your agent, leading to more confusion later in the call.
By creating your script with built in closed questioning, you can help keep your agents on track – making their lives easier and lowering your average call duration.
3. Avoid paper scripts
Paper scripts are the bane of many callcentres. They’re often hard to read, cause agents to pause frequently and also make updating your scripts harder to update.
By running your scripts via your dialler/call centre software of choice, you can make updates in realtime and ensure all your agents have the most up to date information.
Testing your scripts
There are a number of ways to slowly test your script before it goes live. Even after agents begin using them on live calls, you can still regularly review scripting to fix any errors.
- Roll playing
- Looking for gaps within the call-flow
- Asking agents what they think of a script
- Comparing the quality scores for different types of script
Reviewing your scripts
This is something that larger callcentres do as a routine; however, it’s something often missed by their small counterparts.
It’s worth reviewing your scripts on a monthly basis, ironing out gaps in the conversation or improving the information your agents have to hand.
- Average call duration
- Average time a customer exits the call and when it occurs
- Average quality scores
- Customer intent and mood
- Your agents experience in using the script
Once you’ve reviewed your scripts, you can make incremental improvements over time – ultimately leading to a lean, mean script that covers everything you need to during every call.