The dos and don’ts of call scripting by CSnotepad call answering service of Brighton & Hove, Sussex

Tuesday, August 6th, 2013

Interested in using our call answering service? Click here.

Some companies may worry when using a call answering service that calls will inevitably sound scripted and monotone. The fear of having a call answering service is that it is perceived to be in a call centre environment. People are inherently suspicious of call centres and they do carry a bad reputation. However the virtual receptionists at CSnotepad work in Brighton & Hove, Sussex based offices not a call centre. And although we do use a call scripter in order to have company information handy when client calls come through, the calls are far from being rigid or dull.

We know that scripting should be used sparingly on incoming calls as when a customer gets in touch they want to speak to a human being. As such, listening to someone reel off scripted material or receiving an obviously standard reply is likely to grate on them. This can result in losing the customer and could also damage the reputation of the whole business. At CSnotepad each one of our client scripts is tailored to their individual virtual receptionist needs. This means each script contains a specific call greeting, the information to be obtained and information regarding our clients’ whereabouts (e.g. in a meeting, with a client, on site – all of which can be updated anytime). Similarly, when making outgoing calls, we have specific email instructions from our clients to work from.

However callers invariably have questions that do not follow the script. Every conversation is different, so scripting can only be effective if our call answering agents have a degree of flexibility and freedom. Once our virtual receptionists have learnt and feel confident with a script they can then put this information into their own words, as long as they incorporate the key messages. This creates a more natural feel and is more likely to gain a positive response from an existing or potential customer. Ultimately good customer service is about confidence. Scripts need to be used correctly to build knowledge and confidence; however, if used too rigidly they can have the opposite effect.

Our virtual receptionists are front-line experts and are recruited because of their personality, language skills and attention to detail. Our clients want a seamless service for their customer callers, so we trust our call answering agents to provide information and to record data at the appropriate points (using on-screen prompts as necessary) during a naturally flowing conversation. If you script everything you lose the chance to build a relationship with the caller.

Thus we have a scripting tool that offers guiding principles and prompts rather than using entire scripts. They are flexible and easy to use, therefore helping our virtual receptionists sound knowledgeable, confident and engaging when representing our client companies.

Interested in using our call answering service? Click here.


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Call 01273 741400 or email info@csnotepad.co.uk
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD