Call centers use scripts for several reasons. Scripting allows you to control messaging and ensure agents are providing a consistent service experience to every customer. Scripts help move calls along efficiently. And they can reinforce your brand as a helpful listener. But different styles of scripts work best in different situations.
Here is a comparison of two common styles of scripts and why they may or may not be best for your purpose.
Types of Call Center Scripts
There are two types of call center scripts commonly used — verbatim and call flow or paraphrasing. Each type has its place in the customer service industry, so it is up to you to decide which style works best for your brand.
Sometimes you want a call center script that agents can read verbatim. This works well when calls are generally short and transaction-based, or, for example, when a disclaimer needs to be read.
Advantages of a verbatim script:
Disadvantages of a verbatim script:
Call flow, or paraphrasing, scripts act more as a guide to an agent's call. They can also be referred to as Freeform scripts. This type of script provides key phrases and expressions, and an outline of what typically happens on a call. They are often longer, more complex, and require the agent to use institutional knowledge. Paraphrasing scripts are commonly used when it is uncertain what the caller may need during the transaction.
Advantages of a paraphrasing script:
Disadvantages of a paraphrasing script:
As you can see, verbatim and paraphrasing scripts are beneficial for different reasons. The type of script you use for your company depends on the scope and purpose of your call center. No matter what script you choose, your customers should feel well taken care of by your agents.
Publish Date: July 19, 2018
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