Verbatim or Paraphrasing: Which Call Center Script is Best for You?

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.

Verbatim

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:

• No need for agents to deviate from the script.
• The call center can control messaging and branding.
• It is easy to direct callers through a call flow.
• Mitigates agent errors
• Easier to check for quality assurance
• You receive expected outcomes.
• It is easier to coach agents to be exact.

Disadvantages of a verbatim script:

• Messaging can sound robotic and disingenuine.
• Agents can become flustered when a call does not go as expected.
• Agents can become bored and unchallenged.
• Agents may become angry when coached repeatedly if one or two words are off script.

Call Flow or Paraphrasing

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:

• Agents have the freedom to make logical decisions around a guide they must follow on a call.
• Callers typically remember the conversation because it is longer and about the agent and caller, not a step-by-step transactional call.
• Agents can feel challenged and appreciated for their knowledge.
• It is more engaging and genuine.

Disadvantages of a paraphrasing script:

• More difficult to train agents
• Training typically lasts longers.
• More challenging to grade for quality assurance

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.

2023 Buyers Guide

Get Listed

Customer Relationship Management

 

1.)

Academy Call Center Tele-Sales and International Call Center With the KRK Academy Call Center, it is not just to answer your incoming calls; Social media management online help WhatsApp reply outbound call services Voice response systems Call center software solutions Voip services Social Media Ads, Google ADS Ads, SEO, Website setup Reporting services for your company You can do things like.

2.)

Alliance Infotech Pvt Ltd alliance Infotech (P) Ltd. is an ISO 9001:2008 certified company and OEM having more than a decade of experience in CRM and Computer Telephony (CT) software solutions. Our CT products are sold in Telecom, Police, Media, Bank, Corporate, Defense and Contact-Centers. We have established technical relationship with leading component providers as a Digium Select partner, Sangoma, Microsoft Certified Partner and Dialogic amongst others.

3.)

Alycom Business Solutions CRM Solutions, Digital Marketing, Business Management Consultancy, HubSpot CRM, SugarCRM, Goldmine CRM Since 2000, we help businesses to grow and increase revenues. We are a certified CRM solutions provider and digital marketing agency that align and automate your marketing and sales efforts to connect with ideal customers and make customers for life. We strive every day to learn, improve, and grow in our ability to bring practical, efficient, state of the art, and affordable solutions for our customers. We use latest technologies to improve your business's marketing, sales, and customer relationship management. We are looking forward to serving you with our knowledge, expertise, and experience, so you and your team may benefit by closing more sales, providing exceptional service to and retaining customers for life.

4.)

Cloudyflex Zoho CRM Suite Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs : - Multi Channel Lead Management - Sales Force Automation - Quotation & Order Management - Full 'Lead to Order' process - After Sales Services - Social Media Management - Mass E-mailing & Marketing Automation & several other capabilities

5.)	Commence Corporation Commence CRM Comprehensive solution for automating sales, marketing, customer service ticketing and project management.

6.)

eGain Corporation eGain Solve™ eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

7.)

FinCRM FinCRM - CRM Software FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity. FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it... (read more)FinCRM holds expertise in providing Customer Relationship Management (CRM) software and Full Stack Office Management solutions. The company possesses prowess in developing tailored CRM software solutions with integration of advanced features to empower your workforce and lead to the pathway of lucrative business opportunities. It also offers CRM integrated Office Management Software to streamline your internal operations, improve marketing proficiency, and upsurge productivity. FinCRM is developed to serve several industries, including insurance, bank, NBFC, education, e-commerce, auto dealership, and more. The software is developed in such a way that any industry player can customize it as per requirement. Moreover, FinCRM is budget-friendly, so you don’t need to worry about your financial plans.

8.)

MFE International Creatio(formerly bpm'online) Process-driven unified CRM Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software. A new process-driven CRM and not the traditional CRM type.

9.)

NetHunt CRM NetHunt CRM NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration. Core Functionality: - one-click lead capturing; - pipeline and deals stage management; - unmatched integration with G Suite apps; - integration with Linkedin and other apps via Zapier; - automated contact sync; - bulk email campaigns, open and clicks tracking; - dashboard, performance reporting, and tasks; - full customisation.

10.)

Noetica Synthesys™ A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.

11.)

Notoriety Group Customer Relationship Management We Offer a great service level to outsourcers, our teams are focus to provide an added value to end clients and our partners. we provide services with excellence. Our customer centricity is our secret to always deliver a great customer experience. NOTORIETY is your power to grow and thrive

12.)

Vads Customer Relationship Management enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers. CRM is a hybrid business solution that can increase sales and marketing efficiency many other key customer relationship matters. CRM platform enables you to focus on your organization’s relationships with individual people – whether those are customers, service users, colleagues, or suppliers. Benefits : - Help to see 360 degrees of customer view perspective - Analysis to measure performance and gain new target and business insight - Tracking and scheduling are centralized in one database - Help to stay abreast and stay close each other, increase productivity.

13.)	TrendzAct Trendzact CRM Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.

 

View more from The Connection

Recent Blog Posts:

Healthcare Call Center Best Practices: Work with a Qualified Call Center	March 12, 2020
Interpreting a Call Center Metrics Dashboard with The Connection®	February 13, 2020
Benefits of Outsourcing Your Appointment Setting Services	January 30, 2020
Customer Service Trends to Look Out for in 2020	January 16, 2020
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid Them	November 21, 2019
Call Center Staffing: Best Practices for an Outstanding Team	October 31, 2019
It's All in the Numbers: Your Ultimate Guide to Call Center Metrics	October 17, 2019
Customer Satisfaction Metrics: What You Should Know About CSAT and NPS	May 30, 2019
How to Identify the Best Customer Service Assessment Test for Your Call Center	March 28, 2019
Call Center Training Tips for Managing New Hires	March 7, 2019