Call Scripting Do’s and Don’ts

Call Scripting Do's and Don'ts

Customer service representatives have one of the most demanding jobs and one of the most productive and vital. 

Challenging scenarios arise in everything from customer assistance to order taking. It all comes down to how you handle it, and this can mean the difference between gaining and losing customers.

One way of successfully handling customers is by using a call script. In this article, we’ll go over call scripting do’s and don’ts to provide excellent customer support. 

If you want to improve your company’s customer service through call scripting, keep reading!

The Importance Of A Good Call Script

Everything starts with the necessary customer service training, whether you’re a small firm or a major corporation, with two representatives or a hundred. 

Customers want to speak with representatives who do not seem robotic or talk like they follow a script. Although many companies still use scripting, there are ways to avoid the interaction feeling fake.

One of the most critical components of successful customer service is the call script. You can make the transition from your workplace to your answering service provider go well if you have good scripts. 

Customers will never realize that your agents’ calls are being directed if you use the appropriate script, and it will sound completely natural.

Do: Roleplay the Script

Roleplay the script you’ve produced with somebody who isn’t affiliated with your business or industry because they’re the best resource for genuine criticism. 

Scripting practice allows you to learn essential details regarding your customers and improves your customer service. 

Allow your representatives to rehearse a new script for several days until it becomes second nature to them.

Do: Create A Conversational Call Script

It is critical to provide the most excellent possible service to customers to make a positive impression. A consistent call script is also essential for this reason. 

Agents can easily offer exceptional customer support with a conversational call script. This is because the call script’s consistency affects the quality of customer support in some cases.

You don’t need to be inventive to make a call script conversational; simply avoid jargon or technical vocabulary. Furthermore, it’s pointless to adopt terminology or language that callers may not comprehend because this will just detract from the conversation’s effectiveness.

Do: Provide A Detailed Description

Customers frequently ask general questions about products or services. As a result, customers get in touch with representatives and expect them to offer the information they need. 

However, customers’ calls are ruined when representatives lack the correct product or service descriptions. This harms the brand’s image and is terrible for the company’s general well-being.

The main advantage of including a detailed product or service description is that the usual number of questions customers ask during the encounter decreases, resulting in increased productivity.

Do: Format Your Script Like An Outline

When producing a call script, you should try to format it as an outline rather than pages of paragraphs upon paragraphs. A call outline can contain statements, goals, and questions you wish to go over during a call.

One of the essential advantages of this format is that it is simple to understand and use. It’s much more of a struggle to remember a list of paragraphs than to recall the summary or layout. 

Furthermore, it’s much simpler to use while on the phone because it’s flexible and allows the agent to veer away from the outline’s sequence. The call can go in any direction and does not have to be in any particular order. 

Allow your representatives to “freewheel,” which means they can use the script as a reference but connect with clients naturally. This will allow your reps to put their abilities to good use, think outside the box, and develop excellent customer relationships.

Do: Use Scripting Sparingly For Inbound Customer Calls

When a customer phones, they undoubtedly want to speak with a live person. As a result, listening to somebody read from a script or hearing a typical response is likely to irritate the customer and lead to losing them. Furthermore, if the customer complains publicly, it may harm your company’s reputation.

Do: Remember To Be Respectful And Polite

Although it is a scripted call, this does not excuse you from being indifferent and forgetting your manners. Please, thank you, good afternoon, good morning, how may I assist you, thank you for calling, and so on are standard pleasantries that your customers will much appreciate.

Don’t: Make Things More Complicated

Make sure your questions are straightforward. Using more effective and topic-related questions, you’ll have a better chance of understanding the call’s initial issue. 

Don’t lead the representative astray with long questions that don’t help them gain a clear understanding of what they’re dealing with. In addition, superfluous questions lengthen scripts, causing unnecessary issues for representatives during customer interactions. 

As such, it is recommended that you do not add any unnecessary questions in your call scripts. 

Don’t: Stick To A Linear Flow

For every call, always prioritize the customer’s experience. It would be best if you adapted to your customers’ requirements rather than the other way around. 

Effective listening and comprehension lead to a smoother relationship with the customer and helps for accurate solutions that can result in positive outcomes.

Don’t: Expect Customers To Know Exactly What They Want At All Times

Some customers contact customer support unsure of why they are phoning or what they truly require. They may reach out for one thing and then find they need another when speaking with a representative. 

As a result, it’s critical to include a range of options in your script.

Don’t: Be Rigid

Because every discussion you have with a customer is unique, scripting will only succeed if you allow your representatives to be creative. 

If your scripting software is fully integrated into your system, real-time updates can provide valuable information that may not be present in the original script, allowing agents to think on their own. 

Furthermore, if the script isn’t delivering the results you’re looking for, you can easily edit it and apply the modifications to all customer service representatives.


A good call script is vital for providing excellent customer service. In this article, we have gone over the do’s and don’ts for an effective call script. Just keep these tips in mind, and you’ll be on your way to success!

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