13 Min
While 76% of business leaders are confident in their ability to deliver personalized experiences, only 25% of consumers feel that their favorite brands are actually delivering these experiences. (Source)
This alarming gap sheds light on how companies need to do better when delivering a pleasant customer experience. Moreover, customers already facing product or service issues shouldn’t have to deal with bad customer experience.
Therefore, in this blog, we will help you better serve your customers with the help of effective inbound call center scripts.
Table of contents
Inbound VS Outbound Call Center Scripts
First things first, what is inbound call center script, and how is it different from outbound call center scripting?
Inbound call center scripts are used when customers contact the call center. The focus is on customer support, service, and assistance.
On the other hand, outbound call center scripts are used when the agents contact the customer or potential clients. These calls could be for sales, marketing, or customer service.
The outbound scripts can include the introduction of the company followed by the purpose of the call (product introduction, offering a service, gathering information, etc.)
The key difference between the two is that scripts for inbound calls in a call center are reactive, focusing on addressing customer needs and solving problems, while outbound scripts are proactive, aiming to initiate customer engagement and achieve sales or marketing goals.
15+ Impactful Inbound Call Center Scripts
Here are some inbound call center script templates that you can start using right away:
1. Greetings
- Greeting a New Customer
“Hello, and thank you for choosing [Company Name]. I’m [Your Name], how may I help you today?”
“Good [morning/afternoon/evening], you’ve reached [Company Name], and I’m [Your Name]. What can I do for you today?”
- Greeting a Returning Customer
“Welcome back to [Company Name], [Customer Name]. It’s great to see you again. How can I assist you today?”
2. Repeating the Problem for a Better Understanding
“If I understand correctly, you’re facing [Issue]. Is that right?”
“Let me make sure I’ve got this: your concern is [Issue], correct?”
“Hello [Customer Name], thank you for calling [Company Name] again. I’m here to help you as always.”
“Good [morning/afternoon/evening], [Customer Name]. It’s a pleasure to have you with us again. What can I assist you with today?”
3. Sharing Links and Resources
“I can definitely assist you with that. Here’s a direct link to [the solution]: [Provide the link]. This page contains step-by-step instructions to make the process easier.”
4. Customer Call Holds and Transfer
“May I place you on a brief hold while I look into this?”
“Let me put you on hold for just a moment to check that information for you.”
“I’m going to transfer you to [Department/Person] who can better assist with this. One moment, please.”
5. Updating Account Information
“I can help update your account. Could you please confirm your current [specific information]?”
“Let’s get your account information updated. What changes would you like to make?”
6. Upselling and Cross-Selling
“Have you considered our [Premium Version]? It offers additional benefits like [Feature].”
“Customers who bought [Product A] also found [Product B] very useful. Would you be interested in hearing more about it?”
7. Dealing with an Impatient Customer
“I appreciate your patience. I am trying to resolve this as soon as possible.”
8. For Handling an Angry Customer
“I’m really sorry to hear about this situation. Let’s see how we can fix it right away.”
“I can sense your frustration, and I want to make this right. What can I do to resolve this for you?”
9. When you don’t Know the Answer
“I’m not sure, but let me consult with my team and get back to you.”
“I don’t have that information at the moment, but I will quickly look it up for you.”
10. Addressing Service Interruptions
“We’re aware of the service interruption, and our team is working on it. I can update you on the status.”
“Thank you for reporting this. We’re actively resolving the issue and expect to be back up shortly.”
“I apologize for the inconvenience caused by the service interruption. Here’s what we’re doing to fix it.”
11. Responding to Unusual Requests or Questions
“Let me see how we can accommodate this request.”
12. Handling Calls Outside Expertise
“That’s outside my area of expertise, but let me connect you with someone who can help.”
“I want to ensure you get the best information. Allow me to transfer you to a specialist.”
13. Inquiring About Additional Needs
“Is there anything else I can assist you with today?”
“Do you have any other questions or concerns I can help with?”
14. Concluding the Call
“I’m glad I could help. Thank you for calling [Company Name]. Have a great day!”
“It was a pleasure assisting you. If you have any more questions, feel free to call us back. Goodbye!”
15. Some Common Inquiries by the Callers
- Product Stock Inquiry
“I can check that for you. May I have the name or product ID for the item you’re interested in? One moment, please, and I’ll confirm its availability.”
- Request for Detailed Product Information
“I’d be glad to assist you. Could you please tell me the specific details of the product you are interested in knowing more about?”
- Request for Technical Support
“I understand that technical issues can be frustrating. I’m here to help. Could you please describe the problem you’re facing in more detail?”
- Questions About Billing or Charges
“Certainly, let’s clarify this for you. Could you please provide me with your account number or the billing details in question? I’ll review your account and provide a detailed explanation of the charges.”
- Concerns About Privacy and Data Security
“Your privacy is of utmost importance to us. I can explain how we handle and protect your personal data in accordance with our privacy policy. Would you like an overview, or do you have specific questions?”
5 Best Practices for Using Inbound Scripts
1. Keep Adapting the Scripts
Continuously evolve and update your scripts based on new insights, customer feedback, and changing business needs. This ensures that your scripts remain relevant and effective.
2. Keep the Script Concise
Time is of the essence in customer service. Ensure that your scripts are to the point, covering only what is necessary to identify and resolve customer issues quickly.
3. Be Flexible in Your Approach
This one is for you as well as your agents. Acknowledge that the script isn’t carved in stone so that agents can take the liberty to improvise and think on the go. The contact center script, at times, needs to be just a broad guideline; hence, agents must be trained enough to think on their feet.
4. Use Personalization
Tailor your scripts to address customers personally. This could involve using their name or customizing solutions based on their history with your company. Personalization enhances the customer experience, making them feel valued and understood.
5. Listen to Call Recordings
Call recordings help in ascertaining the kind of problems faced by customers. Playing customer recordings makes you understand customers’ issues and the methods agents employ to resolve them.
The call recordings of best-performing representatives will help develop best practices that must be incorporated into the script and distributed amongst other agents.
Create Actionable Inbound Call Center Scripts with Knowmax
A well-written customer service call script is an ideal tool to help agents communicate easily with customers. It serves as a guide in keeping the conversation aligned and correct.
Knowmax’s call center scripting tool helps you centralize your scripts under one roof and empowers agents with clear guidance. It turns complicated troubleshooting processes into simple steps by creating next-best-action workflows. This means your agents always know the best next step, ensuring a smooth customer journey.
With scripts and process flows in one place, agents can quickly familiarize themselves with their roles, reducing the time it takes to become proficient. Agents become more self-reliant, needing less supervisor and peer assistance. This independence accelerates learning and boosts confidence.
Learn how Jupiter, a digital-born banking startup, delivers outstanding CX by empowering its frontline support teams with Knowmax’s decision tree tool.
