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Call Center Script Template

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neelambikas.20.beec
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44 views3 pages

Call Center Script Template

Uploaded by

neelambikas.20.beec
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Call center

script template
Create a script to guide call center agents.
Customize the following template by filling in
the brackets. You can also adjust other areas
of the script to suit your needs or to create
scripts for various scenarios.
1 Greet and verify the caller 2 Gather information
Hello! How can I help you today?

Thank you for calling [company name]. My name is (Listen carefully and take notes. After the caller
[first name] and I will be helping you today. Before we is done explaining their reason for calling, repeat
get started, can I please get your name and [list any it back to confirm.)
information you need (e.g. account number, phone
number, etc.)]? To make sure I have this right, you’re looking for
assistance with [recap their inquiry], correct?
To confirm your identity, I’m going to ask you a couple
of security questions.

• [Security question #1]


• [Security question #2]

(If the caller answers incorrectly, follow company


procedures to verify caller identity.) 3 Empathize and investigate
I’m sorry to hear that! Let me take a look at what’s
going on.

(Review relevant policies and procedures. If you


can handle the resolution, fill the client in on
next steps. If not, transfer the call.)
4 Take action 5 Close out the call
(Resolve the problem for the client if Alright, it looks like everything is back in order!
possible. Otherwise, walk the client ______________________________________
through the correct process
step-by-step.) To fix the issue, I will [brief explanation].

• Okay, it seems that the problem is (Inform the client about next steps and what to do if they have
[brief explanation]. more issues.)

• Good news, my colleague, [first Do you have any questions?


name], can resolve that for you. Please give
me a moment to transfer your call. (Answer any other questions.)

• [Department name] is better equipped Is there anything else I can help you with today?
to handle this issue and tell you more about
next steps. Is it okay if I transfer your call? (If there is, repeat steps 2 through 4. If not, you’re free to end the call.)

Thank you for calling [company name].


• I’m glad we were able to help.
• I’m sorry we were unable to resolve your issue at this time. I will follow
up with my supervisor and we will reach out to you in [timeframe].

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