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Don’t trip on your script! 6 call center scripting do’s and dont’s.

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Your call center script. It’s the most important part of a successful call center solution. The best scripts make the transition between your office and your answering service seamless – meaning that callers won’t realize they aren’t 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’Ts on how to write a script that will be effortless for operators, and helpful for callers.

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’ free trial period, it’s a great time to do test calls because they’re free!

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.

Want to learn more? Listen to some sample call center calls to see examples of call flow or learn how to adjust your script to get the most out of your free trial.

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