Tips for writing a good call center script: 1. Make information searchable so agents can easily find the relevant answer. 2. Break down responses into marcos so an agent can pull up a response in a moment's notice. 3. Focus on organization and formatting, so it's easy for reps to find the right information quickly.
CALL CENTER MOCK CALLS SCRIPT SAMPLE - TECHNICAL SUPPORT Situation: A customer is calling about his Internet service. Has been out of service for more than a week. Customer's Profile: Male, Age is 50-60yrs old, partially deaf and irate. Goal: Pacify the irate caller, Resolve the issue of the customer and Establish rapport.