Article • 14 min read
88 effective call center scripts: Examples + template
Leverage our call center scripts and customizable template to help agents deliver consistent and excellent customer service experiences.
按: Contributing Writer Court Bishop
最後更新: July 31, 2024
Actors, technical writers, and podcasters all use scripts to deliver stellar experiences for their audiences—agents in a call center are no different. Call center scripts help agents stay on track, provide consistent and company-approved responses to customers, and solve nuanced problems quickly without unnecessary delays or transfers.
Given that support agents possess different levels of knowledge and emotional intelligence, businesses must adopt effective call center workforce management practices—like using call center scripts—to bridge the gap and reduce risk when assisting customers.
Learn what call center scripts are, how to use them, best practices, and example phrases in our guide.
In this guide:
- What is a call center script?
- How to use a call center script effectively
- Call center script examples for greetings and opening conversations
- Call center script examples for common issues and requests
- Call center script examples for troubleshooting
- Call center script examples for closings
- Call center script best practices
- Frequently asked questions
- Provide best-in-class call center customer service
What is a call center script?
A call center script is a pre-written document that outlines what an agent is supposed to say or do in response to various customer service scenarios. Also known as a customer service script, this call center tool guides agents through customer calls, reduces errors, and increases efficiency.
However, call center scripts shouldn’t make your agents sound robotic. Instead, agents should adapt them to their customer service voice to sound more conversational. Successful scripts will improve agent performance and response consistency.
Advantages and disadvantages of call center scripts
When written and used properly, call center scripts are incredibly helpful for agents.
Call center scripts can:
- Boost resolution time and productivity by enabling support agents to quickly find and provide the correct answer during customer interactions.
- Create a consistent customer experience (CX) by helping support agents offer the same solution to customer problems.
- Reduce inaccurate or inappropriate responses during customer interactions.
However, it’s important to note that call center representatives will still vary in their responses (even with pre-written scripts).
There are also a few distinct disadvantages of using call center scripts:
- Agents may rely too heavily on the script and sound robotic or struggle to adapt when given new information.
- It can be difficult to pivot during unique customer scenarios.
- Scripts can become long-winded without providing real value.
Despite these pain points, scripts are a simple and manageable way to train new or struggling agents and provide guidance in an unpredictable field.
How to use a call center script effectively
The trick to improving call center skills and empowering your agents to act as advisors to your customers is to train them well on using call center scripts while also adapting to different situations. Instead of treating call center scripts like a theater script by memorizing and reciting lines, customer service agents should prepare themselves to improvise and personalize.
Teams hiring customer service agents in these industries should create scripts so agents feel they have the tools they need to succeed:
- Customer service
Healthcare
Banking and financial services
Foodservice
Transportation
Business process outsourcing (BPO)
Set up role-playing sessions for your agents to practice using the scripts. Ask for their feedback on when scripts do and don’t work, and create practice scenarios where agents must adapt to customer needs.
Whether you’re starting a call center or updating current processes, use our downloadable template with categorized snippets and tips to create effective, specific call center scripts for your team.
Download our customizable script
Tailor a call center script to support your team in various scenarios.
Call center script examples for greetings and opening conversations
When starting a conversation with a customer, an agent’s first job is to make the customer feel welcome and understood. Solutions like Zendesk AI empower agents with tools—such as agent copilot—that provide context and relevant data like the customer’s interaction history or account type. If the previous context is unavailable (or doesn’t exist yet), agents can use openings and greetings to glean important information like the customer’s name and intent.
Here are a few example scripts for starting interactions with different types of customers and situations.
- General openings
- New customers
- Existing customers
- Holds and transfers
- Angry customers
- Call recordings
- Call follow-ups
General openings
General script openings should make callers feel heard and valued. Consider using these phrases to open a conversation.
Thank you for calling [Company Name]. My name is [Agent Name]. What can I do for you today?
Hello, you’ve reached [Company Name]. How can I assist you today?
Good [morning/afternoon/evening], this is [Agent Name] with [Company Name]. How can I help you today?
New customers
Use these call center script openings to welcome new customers to your community, thank them for their calls, and gather data such as their names, contact information, and order numbers.
Greetings and openings without customer details:
Hello, thank you for calling [Company Name]. Before we get started, can I please get your name and order number?
Hello, this is [Agent Name] with [Company Name]. Thank you for calling. Before we start, please verify your full name and phone number.
Greetings and openings with customer details:
Hello, [Customer Name]. This is [Agent Name] from [Company Name]. We’re excited you chose to join our community. How can we serve you today?
Welcome, [Customer Name]. We’re happy you chose [Company Name] for [product/service]. What can I help you with today?
Hi [Customer Name], thank you for choosing [Company Name]. I see you recently [purchased/inquired about/etc. Product/Service Name]. Is this what you’re calling about today?
Existing customers
The following five script openings are perfect for answering calls with existing customers. Consider leveraging AI and customer data to personalize conversations.
Welcome back, [Customer Name]. What can I help you with today?
Hi, [Customer Name]. Last time you called, you mentioned that you [reiterate issue]. Is [solution] still working for you?
Hello, [Customer Name]. Our records show that you purchased [Product Name] on [date]. Is this what you’re inquiring about today?
Thank you for calling [Company Name]; this is [Agent Name]. I see you recently inquired about [Product/Service Name]. Do you need additional assistance with [reiterate problem/inquiry]?
Holds and transfers
While putting customers on hold or transferring their call is not ideal, sometimes you can’t avoid it. Use these call center scripts to communicate your intentions to your customers.
Okay, I understand. Is it alright if I put you on a brief hold to look into this for you?
I’m sorry you’re experiencing this issue. Let me put you on a brief hold while I check with [Department Name] and work to resolve the issue.
Understood. Please give me a moment to transfer your call to [Department or Agent Name]. They specialize in [issue/inquiry] and will be able to better assist you.
Our [Department Name] specialists are best equipped to address this concern. I’ll transfer you now and explain the situation so they can immediately assist you.
Angry customers
Dealing with angry customers is a necessary skill for call center agents. Utilize these scripts to calmly converse with frustrated customers.
My apologies, [Customer Name]. I know this situation is frustrating. Let’s go over exactly what happened so I can fix this for you.
I’m very sorry to hear about your experience, [Customer Name]. I know we can take care of this. Before we move forward, let me see if I understand the situation correctly. [Agent restates the problem.]
I understand your frustration, [Customer Name], and I will do everything I can to resolve this for you as quickly as possible.
I appreciate you bringing this issue to my attention, [Customer Name]. I apologize for the inconvenience and will resolve it as soon as possible.
Call recordings
Leverage these call center scripts to inform customers that their calls may be recorded or monitored for training and customer service quality assurance purposes.
Thank you for calling [Company Name]. This call may be recorded for training and quality assurance purposes. How can I help you today?
Hello, thank you for calling [Company Name]. This call may be recorded for training purposes. My name is [Agent Name]. How can I help you?
Hello, [Customer Name]. Thank you for calling [Company Name]. This call may be recorded or monitored to help train our representatives and ensure service quality. How can I assist you today?
Call follow-ups
When following up on a recent conversation with a customer, these call center script openings can guide the beginning of a conversation.
Hello, [Customer Name]. This is [Agent Name] from [Company Name]. I’m calling to follow up on our recent conversation about [reiterate problem/inquiry]. Is there anything else I can help you with?
Hello, [Customer Name]. I’m calling from [Company Name] to see if the solution we discussed for your [problem/inquiry] has been helpful. Do you have any questions or concerns?
Hello. This is [Agent Name] from [Company Name], and I would like to learn more about your recent experience with our support team. Do you have a few minutes to [share your feedback/answer questions/etc.]?
Call center script examples for common issues and requests
No matter your industry, it’s a good idea to be prepared to respond to common issues and requests to reduce the chances of a communication misstep. Base your responses on your product or service information and data collected from customer inquiries. You may also want to create a few customer service response templates for specific requests.
Check out the following script examples to see how your support team can respond to common customer issues and requests.
- Late or missed deliveries
- Damaged or missing products
- Incorrect orders
- Escalating issues to a manager
- Billing and payments
Late or missed deliveries
These call center scripts are designed to help you respond to customers when their deliveries are late or missing.
I’m sorry to hear that your package hasn’t arrived yet. Can you please provide your tracking number so I can investigate this issue?
I apologize for the inconvenience. Let me review your order and find a solution for you.
Thank you for contacting us about this issue. Let me access the tracking information so I can look into your delivery.
I’m sorry to hear your item is [late/missing]. Please provide me with your order number so I can investigate and offer solutions. Our priority is to ensure you receive it as soon as possible.
Damaged or missing products
If customers receive damaged products or an incomplete order, consider using these call center script responses to find a solution.
I’m so sorry to hear that your item arrived damaged. I am going to create a return label for you now. Go ahead and ship the item back, and we will send you a new one at no additional cost.
I’m sorry your product arrived damaged. Please send a photo of the damaged item to [email address], and we will ship your replacement right away.
I’m sorry for the inconvenience regarding the missing products. Can you please provide me with your order number? It looks like you ordered [list of items from the order]. Can you confirm which items are still missing? Once I verify your shipping information, I can send those missing items to you right away.
Incorrect orders
Use these scripted phrases to respond to customers who receive incorrect orders.
I’m sorry to hear there was an issue with your order. Let me verify your order and shipping details so we can send you the right item.
I’m sorry to hear you were unsatisfied with your order. Can you tell me more about the issue so I can find a solution as soon as possible?
Hi, [Customer Name]. I’m sorry to hear the incorrect order arrived. I understand how frustrating this must be. Please tell me a little more about what you received and what you originally ordered. I’ll work to get the correct item sent to you right away.
I apologize for the mix-up with your order, [Customer Name]. Would you prefer we expedite the correct item or issue a full refund?
I’m sorry you received the wrong item, [Customer Name]. Our apologies for the inconvenience. To prevent this from happening again, we’re reviewing our order processing procedures and working to send you the correct item as quickly as possible.
Escalating issues to a manager
Like ticket escalations, sometimes you need to escalate calls to a manager who is better equipped to handle a nuanced situation. Utilize these phrases to communicate your intention to your customers.
I understand your frustration and apologize for the inconvenience, [Customer Name]. I will escalate this issue to my manager so they can offer a solution that meets your needs.
Thank you for your patience, [Customer Name]. I’ve explored all the options available to me but have been unable to find a satisfactory solution for you. To resolve this issue to your complete satisfaction, I’d like to transfer you to my manager, who may have additional options available. Would you mind holding for a few minutes?
This situation requires more specialized attention and expertise than I can provide. Let me connect you with my manager, [Manager Name], who has more experience with these issues. I’ll explain your situation to them before transferring your call, and they’ll be happy to help.
I apologize for the inconvenience and completely understand your disappointment, [Customer Name]. After exploring various options, I’d like to escalate this call to my manager, as they may be able to uncover other options and solutions. I’ll make sure they understand the situation before connecting with you. In the meantime, is there anything else I can help you with today?
Billing and payments
Customers may have questions about billing, ranging from unprocessed payments to refund requests. Leverage these call center scripts to navigate both straightforward and tricky billing conversations.
- General billing: I can certainly help you understand your most recent bill, [Customer Name]. Let’s go over the charges and discuss payment options. Don’t hesitate to interrupt me with any questions you may have. Ready?
- Investigating charges: I’ll need some additional information to investigate the question about this charge on your account. [Ask for the information, like the account number or payment method].
- Processing payments: I’d be happy to help you make a payment today, [Customer Name]. Once your payment is processed, I will provide you with a confirmation number for your records. Please let me know which payment method you’d like to use and provide your account number so I can get started.
- Billing errors: Thanks for bringing this to our attention, [Customer Name]. I understand how frustrating this could be, so let’s look at your bill together and investigate the situation further.
- Refund requests: Thanks for explaining, [Customer Name]. Based on our return and refund policy, [brief explanation of policy details]. To proceed, I’ll need additional information, such as your order number. Once I have that, I can explain the next steps.
Call center script examples for troubleshooting
Whether an agent walks a caller through complicated troubleshooting steps or explains why they may need to purchase another product, transparent and in-depth responses are key. Agents should be tactful when sharing advice or a solution, know the limits of what they can and can’t offer, and receive training on when to escalate a conversation to their manager for additional help.
Below are a few troubleshooting script examples agents can use to address complex situations.
- General troubleshooting
- Documentation or resource-sharing
- Account management
- Technical issues
- Sensitive issues
- Apologizing to customers
General troubleshooting
These scripts can help you answer questions and provide solutions to general troubleshooting inquiries.
[Product Name] isn’t working, correct? Can you please tell me more about the problem you’re experiencing so I can find a solution for you?
I understand you’re having problems with [Product Name]. Can you walk me through the issue and anything you may have tried to resolve it?
It sounds like you’re having trouble with [brief explanation of the problem]. Before we brainstorm solutions, could you clarify what steps you’ve already taken to try and solve the problem?
Thanks for explaining the issue, [Customer Name]. It sounds like [brief recap of the issue]. Let’s try troubleshooting this together. First, can you [suggest a basic troubleshooting step]?
Documentation or resource-sharing
You can use these crafted responses to point a customer toward a knowledge base with self-service tools designed to help them investigate their issues or inquiries independently.
If you would rather address the issue at home, I can email you the instructions and stay on the line as you troubleshoot in case you have any questions. Does that work for you?
I’d love to email you some resources to help [brief description of the resources and how they could help]. Would you be interested in these resources?
While we walk through this solution, I’d love to email you our comprehensive user guide as well. It covers basic troubleshooting tips and detailed instructions. Would you like me to send the link?
Our website has a great resource with articles, videos, and FAQs that can help [brief explanation of its purpose]. Can I share the link with you? We can also schedule a follow-up call to discuss the solution and answer any other questions if you’d like.
Account management
From reviewing account details to updating a customer’s password, these call center scripts help you discuss account management with your callers.
- Account update: Absolutely, [Customer Name]. What account information would you like to update today?
- Activation/deactivation: I can certainly help with that, [Customer Name]. Our records indicate that [service(s) is/are] active on your account. What services would you like to [activate/deactivate]?
- Review and upsell: I can definitely help you review your account details, [Customer Name]. While we review, did you know we offer [Product/Service Name] that might enhance your experience with [current Product/Service Name]? I’m happy to discuss [Product/Service Name] with you.
- Security: Account security is incredibly important to us. Can I confirm your information to ensure I’m speaking with the authorized account holder? Once verified, I can help you with any security-related updates you might need.
- Password update: I’m happy to help you update your password, [Customer Name]. Once you update your password, we’ll send you a confirmation email. Before we proceed, I’ll need to verify your identity. Can you provide me with your account and phone number?
Technical issues
Use these call center scripts to assist customers in resolving a wide range of technical issues.
I understand you’re experiencing [technical issue] with [Product/Service Name]. Can you tell me a bit more about what’s happening so I can assist you?
Thanks for explaining your situation, [Customer Name]. Just so I understand your issue better, let’s go over some common technical issues. Have you tried [technical troubleshooting step]?
Okay, so [technical troubleshooting step] didn’t resolve the issue. Let’s try [additional troubleshooting step] to see if that resolves the problem.
Sensitive issues
Customers may need help resolving issues that deal directly with sensitive information. The following scripts prioritize customer data protection and guide conversations with confidential information or anonymous callers.
I understand you’re reaching out about a sensitive issue, [Customer Name]. Be assured that this conversation is confidential. How can I assist you today?
I may need some basic information to best assist you, but I won’t ask for anything that might make you uncomfortable or compromise confidentiality. Other resources and support options are available to you, like [list options without requiring details about the issue]. Is there an option you’d like to explore further?
Thank you for trusting me with this sensitive issue, [Customer Name]. I will connect you with a professional who can provide the secure support you need.
Apologizing to customers
Apologizing to customers can build customer loyalty and trust, even when an organization makes a mistake. The following phrases will help you to navigate these types of customer conversations seamlessly.
I’m so sorry to hear about [reiterate issue], and I apologize for the inconvenience it has caused you. I understand your frustration, and we take full responsibility for this mistake.
Thank you for bringing this to our attention, [Customer Name]. We are incredibly sorry for [reiterate issue] and sincerely apologize. We are currently investigating the issue to ensure it doesn’t happen again. In the meantime, how can we make this right today?
There’s no excuse for [issue/mistake]. We apologize for the situation and understand your frustration. Would you prefer [solution A] or [solution B] to help address this?
I’m truly sorry for this experience, [Customer Name]. This doesn’t reflect the standards we value at [Company Name]. We’d like to offer you [specific solution/reward] to help make this right. Additionally, we’ve taken steps to ensure this situation doesn’t happen again.
Call center script examples for closings
How you end a call is just as important as how you start it. Conclude customer service calls with positivity and professionalism, regardless of the outcome. By recapping the resolution or outlining solution-oriented next steps, you can deliver good customer service and bolster your company’s reputation.
Here are some closings we recommend, whether the call ends with a successful resolution or an unresolved issue.
Successful resolution
Confidently close out calls with successful resolutions using these call center script closings.
Thank you again for calling [Company Name]. Have a wonderful rest of your day. If you have any further questions, don’t hesitate to contact us.
I’m glad we could take care of that for you, [Customer Name]. If any other questions come up, please let us know. Have a great [morning/day/evening].
Thank you for your call, [Customer Name]. Enjoy the rest of your day.
Unresolved issue
It’s not possible to fix every customer problem or satisfy every request. For interactions with unresolved issues, these scripts can provide customers with follow-up steps and wrap up conversations effectively.
Thank you so much for your patience. I want to assure you that this is a top priority, and I’m escalating the issue to my manager. You can expect an update from us within 24 hours.
I’m truly sorry we weren’t able to resolve this issue today. We are going to [explain the next steps] to fix this ASAP.
[Customer Name], I apologize that we couldn’t fully resolve this issue today and for any inconvenience. To fix this problem as quickly as possible, we will [explain the next steps]. Would you like me to schedule a follow-up call to keep you updated?
We appreciate your patience today, [Customer Name]. Even though we haven’t found a solution yet, we will continue working to resolve this issue as soon as possible. In the meantime, you can reach us through [alternative support channels] if you have any questions. We’ll provide you with an update by [estimated time frame].
Frustrated customer
Sometimes, you may need to deal with an angry or frustrated customer. Use these call center scripts to close calls calmly and diffuse tension.
I apologize for the inconvenience, [Customer Name]. We can resolve this by [explain next steps].
I’m sorry you’re experiencing [restate the problem]. Your satisfaction matters to us. I’ll fix the issue by [explain next steps].
I’m so sorry that happened, [Customer Name]. I want to make this right for you. I can offer [solution/discount].
I’m deeply sorry for our mistake. Let me go ahead and fix that for you. I’d also like to offer you [deal/promotion] to thank you for your loyalty.
Feedback requests
Customer feedback can help refine experiences and improve customer support. These script closings are great for soliciting feedback from customers before ending a call.
I’m so glad I could help you today, [Customer Name]. Before we go, could you spare a minute to share your feedback with us?
I appreciate your patience, [Customer Name]. Would you be willing to share your thoughts on today’s support experience? Your feedback is important and helps us improve our services.
To help us continue providing excellent service, please share your feedback on how we handled your [problem/inquiry] today.
We love getting feedback from our customers. Can you please share your thoughts about your support experience today? As a token of our appreciation, we’ll offer [incentive].
Upselling or cross-selling
Some customers may not be using the most suitable product or service, or they may benefit from an additional offering. Use these example closings to inform customers of their options.
Based on the issue you described, it sounds like you may benefit from purchasing [Product/Service Name] as well. It can help you resolve [restate the problem] by [explain how the product/service can help].
Unfortunately, [Product Name] doesn’t come with that feature. If that’s a must-have for you, we recommend using [Product Name]. These two products complement each other well because [brief explanation].
Based on your needs, I recommend upgrading to our [Plan/Account Name]. This plan [short description of the benefits related to the caller’s needs].
Call center script best practices
Even with solid scripts in your toolkit, it’s crucial to follow call center script best practices. They will help you create scripts—including cold-calling scripts—that foster positive customer experiences.
Leverage call center data
Use call center software to track call center metrics, like the most common and complex questions you receive during customer calls. This data provides a great starting point for developing effective call center scripts that focus on the questions your customers ask the most.
For example, a subscription company that receives frequent calls from customers looking to cancel their subscription will most likely want to create a script to help agents address the factors increasing customer churn rate. Plus, they can use data like repeat call rates to pinpoint the types of calls that take more time to resolve, identifying where call center scripts could improve one-touch resolution rates.
Train agents using scripts
The best way to ensure agents use call center scripts correctly is to show them how to do so during call center training. Prepare your team by:
- Role-playing different scenarios: Have agents role-play scenarios and use scripts to navigate the conversation. Once they close the mock call, provide actionable feedback so the agent can try a new scenario.
- Using visual simulators: Create visual guides to guide agents through complex scenarios. Illustrate each step and provide easy-to-follow instructions to create an accessible learning experience for staff.
- Tracking performance and providing feedback: Use call listening to assess performance during live calls or pre-recorded interactions. Deliver actionable feedback based on how agents use (or don’t use) the scripts effectively.
Customer service training should be ongoing, so don’t be afraid to set up regular training sessions with call center agents—especially after updating call center scripts or creating new ones.
Avoid insensitive phrases
Avoid customer service phrases that are negative, offensive, or inappropriate. A few examples of phrases you should avoid include:
- Can I please get your Christian name?
- Sorry, it’s just company policy.
- That’s not my job.
- You’re wrong.
- That’s just the way it is.
These phrases may put customers on edge and should never be included in call center scripts. Plus, you should always prioritize inclusive language and phrases when addressing all customers, including not assuming someone’s pronouns during interactions or in call center scripts.
Stay positive
Callers need to know you’re competent and taking their concerns seriously. Adopt an upbeat customer service voice, even if you can’t find a solution or someone else needs to resolve your customer’s problem.
Never say you don’t know or can’t help. If an issue is outside your realm of expertise, let the caller know you’re escalating their concern to another department. Use phrases like “happy to help” and other synonyms to assure customers their problem is not a burden.
Personalize interactions
Scripts aren’t a one-size-fits-all solution. Encourage agents to use personalization to adapt each conversation to its unique situation. This can help them establish rapport, provide a positive customer service experience, and increase customer satisfaction.
To personalize customer interactions:
- Use customer names.
- Know the customer’s support history, including resolved and unresolved issues.
- Leverage customer profiles.
- Communicate with them on their preferred channels.
- Design personalized loyalty programs.
- Utilize customer journey maps to visualize their needs and touchpoints.
If your agents are going to go off script, make sure they are mindful of their tone, trained in phone customer service and etiquette, and tactful about discussing sensitive topics.
Assess script quality
After crafting a call center script, assess its impact on customer satisfaction and your internal quality score. You can use a customer service scorecard to manually review calls where agents use call center scripts. As this is challenging at scale, many call centers use AI-powered quality assurance (QA) tools to ensure each script and interaction adheres to QA standards and best practices.
For example, Zendesk QA can automatically evaluate 100 percent of your calls, providing insight into churn risk, customer sentiment, and compliance. This enables businesses to collect and access data about how agents utilize scripts to follow best practices and how scripts impact performance.
Frequently asked questions
Provide best-in-class call center customer service
When customers call with a problem, your agents must quickly provide a relevant solution. Fortunately, customizable call center scripts can effectively guide call center representatives through tricky situations and ensure consistent responses for various customer issues.
However, call center scripts are just one tool for improving calls and may not be helpful in every situation. The right software is key if you want to improve your call operations and efficiency. Powerful customer service software like Zendesk comes with AI-powered voice tools to identify training gaps and performance issues, enhance efficiency through automated call summaries and transcripts, and improve personalization with robust customer profiles.
Enhance your call center operations with our integrated voice solution today.
