Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events

How To Enter the 2020 Members' Choice Awards - For Vendors




The Do's and Don'ts of Call Center Scripts - The Connection - Blog

The Do's and Don'ts of Call Center Scripts

Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.

When working with customers, you always want to create a positive experience. That means with everything you say you strive to be optimistic and helpful. While you want interactions to feel naturally conversational, there are certain things you should try to always avoid when on a call. There are also words and phrases that can overtly improve customer experience. That is why call center scripts should always accentuate the positive.

To provide your customer service representatives with an effective script, here are some pointers.

Common Scenarios for Call Center Scripts

It is easy to inadvertently use negative words, even when trying to convey a positive. Call center scripts reduce this risk by giving customer service reps the right words. Your caller may simply have a question, so do not assume the worst.

Instead of: "What is the problem?"

Ask: "How may I help you?"

There are a few phrases that are guaranteed to make your caller unhappy. “Calm down” is one of them. If a customer is angry, that is only a symptom, not the reason for their call. Calmly explain you are there to help them find a solution. Then, repeat their complaint or comment, to show that you heard them and that you heard correctly.

Instead of: "Wow! That should not have happened."

Say: "I certainly understand how that can be frustrating. Let’s see how we can fix that."

If you cannot provide the fix they want, tell them what you can do.

Instead of: “That is against company policy.” (another negative phrase that angers customers)

Say: “I can offer you X or Y.”

If alternatives are available, ask which they would prefer. That lets the customer feel they are in control of their solution.

Instead of: “I don’t know,” or “That is not my department.”

Say: “Let me find out for you,” or “Let me connect you with a specialist on that.”

Adverbs that Reinforce Positives

Positive phrases are inherently encouraging. Including adverbs highlights those positives, for example:

  • Absolutely
  • Certainly
  • Definitely
  • Gladly
  • Surely
  • Quickly

Certain words energize the conversation, further engaging customers and reinforcing their expectation of a positive outcome:

  • Assure
  • Excellent
  • Fantastic
  • Great
  • Understand
  • Yes

Remember to Smile

Believe it or not, facial expressions affect your tone of voice. So, pretend customers can see you. You will sound as sincere as your words whether you are greeting them, thanking them, or apologizing for their distress.

“Thank You,” Says it All

Every customer who calls is making an overt effort to engage, for a reason. Positive call center scripts help customer service reps immediately establish rapport with customers — letting them know that they and their issue are both important and that your goal is to help them find the best possible solution.

When you do, that excellent experience can turn even the most frustrated customers into loyalists. You not only listened, you acted on what you heard. Thanking callers for their comment, or for allowing you to help them, caps off their experience on the highest note.

If your scripts already include positive and empathetic language, great! If you are noticing you are not getting the results you would like, try updating your script using some of the tips above. It should make a great impact on your customers’ overall experience.


Publish Date: June 7, 2018 5:00 AM

2020 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020 5:00 AM
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020 5:00 AM
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020 5:00 AM
Customer Service Trends to Look Out for in 2020January 16, 2020 5:00 AM
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019 5:00 AM
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019 5:00 AM
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019 5:00 AM
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019 5:00 AM
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019 5:00 AM
Call Center Training Tips for Managing New HiresMarch 7, 2019 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =