{"id":7596,"date":"2014-11-13T10:24:12","date_gmt":"2014-11-13T15:24:12","guid":{"rendered":"https:\/\/www.specialtyansweringservice.net\/?p=7596"},"modified":"2018-06-19T14:46:40","modified_gmt":"2018-06-19T18:46:40","slug":"dont-trip-script-6-call-center-scripting-dos-donts","status":"publish","type":"post","link":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/","title":{"rendered":"Don\u2019t trip on your script! 6 call center scripting do&#8217;s and dont&#8217;s."},"content":{"rendered":"<p>Your call center script. It\u2019s the most important part of a successful <a title=\"Call Center Services\" href=\"https:\/\/www.specialtyansweringservice.net\/call-center-services\/\" target=\"_blank\" rel=\"noopener\">call center solution<\/a>. The best scripts make the transition between your office and your answering service seamless \u2013 meaning that callers won\u2019t realize they aren\u2019t talking to your office staff. Bad scripting on the other hand makes an operator look clumsy and makes your company look bad. Here are a few DOs and DON\u2019Ts on how to write a script that will be effortless for operators, and helpful for callers.<\/p>\n<ul>\n<li><strong>DO focus on pronunciation<\/strong>: Do you have a complicated business name? Try to come up with the best phonetic spelling to make it easy for CSRs who may be answering your calls for the first time.<\/li>\n<li><strong>DON\u2019T complicate things<\/strong>: Make questions simple and direct. The last thing you want to do is confuse CSRs with lengthy questions that don\u2019t point in a clear direction.<\/li>\n<li><strong>DO think of everything<\/strong>: What might callers want when contacting your business? Create easy paths for every possible scenario. Is someone calling for an appointment? For information on a product? For your address? For an emergency? For pricing? You get the picture.<\/li>\n<li><strong>DON\u2019T assume that callers will always know what they want<\/strong>: The fact is, sometimes people call your business unsure of what it is they really need. Or they may be calling for one thing, but then realize they need something else while they are on the phone. This makes writing multiple possibilities into your script essential.<\/li>\n<li><strong>DO ask for what you need<\/strong>: If you are hoping to wow your customers, then you need to ask for the appropriate information from callers so that you can get back in touch with the information they requested at your fingertips. Name and phone number are obvious. But what about reference or invoice number for billing, product name or sku for sales, ideal time for a return call, etc.<\/li>\n<li><strong>DON\u2019T forget your manners<\/strong>: It may be a scripted call, but that doesn\u2019t mean it should be impersonal. Be sure to add pleasantries like please, thank you, how may I help you, good morning, good afternoon, thank you for calling, etc. Callers will appreciate it.<\/li>\n<\/ul>\n<p>When creating the perfect script, reading and re-reading is a must. Then have other people read it. Do a few role plays and see how it flows. If the account is live, do test calls and note any problems the CSRs have in handling the account so the script can be adjusted. If you are on SAS&#8217; <a title=\"Register\" href=\"https:\/\/www.specialtyansweringservice.net\/register\/\" target=\"_blank\" rel=\"noopener\">free trial period<\/a>, it&#8217;s a great time to do test calls because they&#8217;re free!<\/p>\n<p>The more time you spend on setting calls up to follow a certain outline, the better it will be understood by operators and callers alike.<\/p>\n<p>Want to learn more? Listen to some <a title=\"Listen to call center sample calls for examples of typical call flows.\" href=\"https:\/\/www.specialtyansweringservice.net\/listen-call-center-sample-calls-examples-typical-call-flows\/\" target=\"_blank\" rel=\"noopener\">sample call center calls<\/a> to see examples of call flow or learn how to adjust your script to <a href=\"https:\/\/support.specialtyansweringservice.net\/customer\/portal\/articles\/1687694-tips-for-getting-the-most-out-of-your-free-trial\" target=\"_blank\" rel=\"noopener\">get the most out of your free trial<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your call center script. It\u2019s the most important part of a successful call center solution. The best scripts make the transition between your office and your answering service seamless \u2013 meaning that<\/p>\n","protected":false},"author":1,"featured_media":7599,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[255],"tags":[81,100],"class_list":["post-7596","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-scripting","tag-performance","tag-script-building"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Call Center Scripting Do&#039;s &amp; Don&#039;ts | SAS<\/title>\n<meta name=\"description\" content=\"Great call center scripting means great customer interactions. 6 do&#039;s and don&#039;ts to help you create a natural call center script.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nick D.\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/\"},\"author\":{\"name\":\"Nick D.\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#\/schema\/person\/908a84be955e530a264eedcaf964f739\"},\"headline\":\"Don\u2019t trip on your script! 6 call center scripting do&#8217;s and dont&#8217;s.\",\"datePublished\":\"2014-11-13T15:24:12+00:00\",\"dateModified\":\"2018-06-19T18:46:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/\"},\"wordCount\":507,\"publisher\":{\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#organization\"},\"keywords\":[\"Performance\",\"Script Building\"],\"articleSection\":[\"Scripting\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/\",\"url\":\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/\",\"name\":\"Call Center Scripting Do's & Don'ts | SAS\",\"isPartOf\":{\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#website\"},\"datePublished\":\"2014-11-13T15:24:12+00:00\",\"dateModified\":\"2018-06-19T18:46:40+00:00\",\"description\":\"Great call center scripting means great customer interactions. 6 do's and don'ts to help you create a natural call center script.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.specialtyansweringservice.net\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Don\u2019t trip on your script! 6 call center scripting do&#8217;s and dont&#8217;s.\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#website\",\"url\":\"https:\/\/www.specialtyansweringservice.net\/\",\"name\":\"Specialty Answering Service\",\"description\":\"Specialty Answering Service\",\"publisher\":{\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.specialtyansweringservice.net\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#organization\",\"name\":\"Specialty Answering Service\",\"url\":\"https:\/\/www.specialtyansweringservice.net\/\",\"sameAs\":[\"https:\/\/www.instagram.com\/specialtyansweringservice\/\",\"https:\/\/www.linkedin.com\/company\/specialty-answering-service\",\"https:\/\/www.youtube.com\/user\/specialtyanswering\",\"https:\/\/www.facebook.com\/SpecialtyAnsweringService\",\"https:\/\/twitter.com\/specialtyanswer\"],\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/sas_logo-1.png\",\"contentUrl\":\"https:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/sas_logo-1.png\",\"width\":366,\"height\":164,\"caption\":\"Specialty Answering Service\"},\"image\":{\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#\/schema\/person\/908a84be955e530a264eedcaf964f739\",\"name\":\"Nick D.\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.specialtyansweringservice.net\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/a462cbd85452f791326e7e522cef210a76b308a685f96262a99f5f399ecc6528?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/a462cbd85452f791326e7e522cef210a76b308a685f96262a99f5f399ecc6528?s=96&d=mm&r=g\",\"caption\":\"Nick D.\"},\"sameAs\":[\"https:\/\/www.specialtyansweringservice.net\"],\"url\":\"https:\/\/www.specialtyansweringservice.net\/author\/admin\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Call Center Scripting Do's & Don'ts | SAS","description":"Great call center scripting means great customer interactions. 6 do's and don'ts to help you create a natural call center script.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/","twitter_misc":{"Written by":"Nick D.","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/#article","isPartOf":{"@id":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/"},"author":{"name":"Nick D.","@id":"https:\/\/www.specialtyansweringservice.net\/#\/schema\/person\/908a84be955e530a264eedcaf964f739"},"headline":"Don\u2019t trip on your script! 6 call center scripting do&#8217;s and dont&#8217;s.","datePublished":"2014-11-13T15:24:12+00:00","dateModified":"2018-06-19T18:46:40+00:00","mainEntityOfPage":{"@id":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/"},"wordCount":507,"publisher":{"@id":"https:\/\/www.specialtyansweringservice.net\/#organization"},"keywords":["Performance","Script Building"],"articleSection":["Scripting"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/","url":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/","name":"Call Center Scripting Do's & Don'ts | SAS","isPartOf":{"@id":"https:\/\/www.specialtyansweringservice.net\/#website"},"datePublished":"2014-11-13T15:24:12+00:00","dateModified":"2018-06-19T18:46:40+00:00","description":"Great call center scripting means great customer interactions. 6 do's and don'ts to help you create a natural call center script.","breadcrumb":{"@id":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.specialtyansweringservice.net\/dont-trip-script-6-call-center-scripting-dos-donts\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.specialtyansweringservice.net\/"},{"@type":"ListItem","position":2,"name":"Don\u2019t trip on your script! 6 call center scripting do&#8217;s and dont&#8217;s."}]},{"@type":"WebSite","@id":"https:\/\/www.specialtyansweringservice.net\/#website","url":"https:\/\/www.specialtyansweringservice.net\/","name":"Specialty Answering Service","description":"Specialty Answering Service","publisher":{"@id":"https:\/\/www.specialtyansweringservice.net\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.specialtyansweringservice.net\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.specialtyansweringservice.net\/#organization","name":"Specialty Answering Service","url":"https:\/\/www.specialtyansweringservice.net\/","sameAs":["https:\/\/www.instagram.com\/specialtyansweringservice\/","https:\/\/www.linkedin.com\/company\/specialty-answering-service","https:\/\/www.youtube.com\/user\/specialtyanswering","https:\/\/www.facebook.com\/SpecialtyAnsweringService","https:\/\/twitter.com\/specialtyanswer"],"logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.specialtyansweringservice.net\/#\/schema\/logo\/image\/","url":"https:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/sas_logo-1.png","contentUrl":"https:\/\/www.specialtyansweringservice.net\/wp-content\/uploads\/sas_logo-1.png","width":366,"height":164,"caption":"Specialty Answering Service"},"image":{"@id":"https:\/\/www.specialtyansweringservice.net\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.specialtyansweringservice.net\/#\/schema\/person\/908a84be955e530a264eedcaf964f739","name":"Nick D.","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.specialtyansweringservice.net\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/a462cbd85452f791326e7e522cef210a76b308a685f96262a99f5f399ecc6528?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/a462cbd85452f791326e7e522cef210a76b308a685f96262a99f5f399ecc6528?s=96&d=mm&r=g","caption":"Nick D."},"sameAs":["https:\/\/www.specialtyansweringservice.net"],"url":"https:\/\/www.specialtyansweringservice.net\/author\/admin\/"}]}},"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/posts\/7596","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/comments?post=7596"}],"version-history":[{"count":0,"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/posts\/7596\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/media\/7599"}],"wp:attachment":[{"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/media?parent=7596"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/categories?post=7596"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.specialtyansweringservice.net\/wp-json\/wp\/v2\/tags?post=7596"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}