Call Center Scripts Gladly Team 7 minute read #Customer Expectations In the era of AI, many companies are turning to automation to enhance customer experiences — but it’s essential not to overlook the impact of live agents. While AI can streamline processes and cut costs, live agents play a vital role in driving revenue through meaningful, personalized interactions. The key is to leverage AI and live agents together for the best results. Equipping your service agents with effective call center scripts remains crucial, even with the most advanced, customer-centered software. These scripts ensure smooth, successful interactions across various scenarios, especially in the fast-paced world of ecommerce and retail. Call center scripts best practices Before diving into specific scripts, it’s important to cover some key best practices that all agents should follow. These principles ensure that agents are not only using scripts effectively but are also engaging with customers in a way that enhances their experience. 1. Mastering the right tone Your script’s effectiveness hinges on the tone used during the call. Agents should be energized, positive, and empathetic. Encourage them to: Smile while speaking: Smiling can positively impact tone and mood, making the conversation feel warmer and more engaging, even over the phone. Be empathetic: Acknowledge the customer’s feelings and show genuine concern. Phrases like “I completely understand” or “I’m so sorry this happened” go a long way in building rapport. 2. Be concise and clear While scripts provide a structure, situations may require agents to deviate slightly. When they do, remind them to keep their responses simple and concise to avoid overwhelming the customer with information. 3. Know your customer With a customer-centric CX platform like Gladly, agents have access to a complete purchase and communication history at their fingertips. Train your agents to review this information before each call so they can anticipate why the customer is reaching out and identify any products involved. Script examples for common scenarios For first-time callers Creating a welcoming experience for first-time callers sets a positive tone for the interaction. Script examples: “Hi, this is [your name] from [company name]. How can I help you today?” “Hi, you’ve reached [name] from [company name]. How are you doing today?” “Thank you for calling [company name]. How can I assist you?” Tips for first-time callers Collect essential information: If it’s their first time, gather necessary information like their order number or contact details to create a customer history. Script example: “Absolutely. Before we proceed, could I please have your order number?” Script example: “Could you provide your name, phone number, and address to confirm the order?” Acknowledging returning customers Recognizing returning customers makes them feel valued and creates a personalized experience. Script examples: “Welcome back, [Customer Name]! What can I do for you today?” “Hey [customer name], welcome back! How can I assist you today?” “Thanks for calling again, [customer name]. I see you made that purchase on [date] for a [product name], is that right?” Gladly pro tip With Gladly’s data-rich Customer Profile, agents can skip the typical 'What can I do for you today?' and instantly access everything they need to know about a customer in one view, including lifetime value, past purchases, and personal preferences. In just seconds, agents have all the information at their fingertips, making it easier to build strong relationships and boost customer satisfaction right from the start. Handling common issues Scripts help structure responses for issues like incorrect orders or missing products. Script examples: “I’m sorry about the mix-up. Let’s see what we can do to correct your order.” “I apologize for the inconvenience. Let’s get this sorted for you right away.” “It seems there was a mix-up with your order. We’ll correct this immediately.” Gladly pro tip Gladly’s Answer Threads creates natural, conversational responses for routine queries using your customer’s knowledge base. It automates chat and SMS interactions, freeing agents to handle more complex tasks. By pulling relevant information and past interactions quickly, AI helps agents resolve common issues efficiently while keeping the experience personal and engaging. Transferring requests and putting customers on hold Transferring the customer to another department is sometimes necessary, and handling this correctly is essential. Script examples: Holding: “Sorry [customer name], let me put you on hold for a moment while I check in with the [department].” Transferring: “I completely understand, [customer name]. Let me put you through to my supervisor for further assistance.” Gladly pro tip With Gladly’s People Match® feature, you can use intelligent routing to connect customers with the best agent based on their unique history, situation, or needs. This ensures the right person is assigned from the start, reducing the need for transfers and enhancing the overall customer experience. By matching customers with the most equipped service hero, you streamline interactions and boost satisfaction right from the first contact. Handling billing and credit card information Accurate and secure handling of billing information is critical. Script examples: “To process your order, could you please provide your credit card number, CVV code, and expiration date?” “Can I verify your billing address and the last four digits of your card for security purposes?” “I’ll need to confirm your payment details to complete the transaction.” Gladly pro tip Use Gladly Payments to securely accept payments directly through messaging channels, allowing customers to complete transactions without leaving the conversation. This effortless experience not only keeps their information safe but also creates a new revenue stream by boosting sales through convenient, in-channel purchases. Handling angry or frustrated customers Empathy and understanding are key when dealing with angry customers. Script examples: “I completely understand, [customer name]. I’d be just as upset if I were in your shoes. Let me see what happened so I can fix the problem.” “I’m so sorry this has happened, [customer name]. Let me see what went wrong with your delivery.” “Absolutely, [customer name]. I completely understand, and I’m here to make things right.” Gladly pro tip Leverage Gladly Insights to access real-time and historical data on team performance across agents, channels, and conversations. These actionable insights help you identify trends and common pain points, allowing your team to proactively resolve issues before they escalate. By optimizing processes and providing targeted training, you can reduce repeated complaints and ultimately deal with fewer frustrated customers, improving overall efficiency and satisfaction. Following up Not every issue can be resolved on the spot, and follow-up is essential. Script examples: “We’re still working on replacing your [product name]. Can I call you back within the next hour with some options?” “I’ll follow up with you shortly to provide an update on this matter.” “I’m awaiting confirmation on your request and will get back to you as soon as possible.” Ending a call and cross-selling End calls on a positive note and, when appropriate, introduce other products. Script examples: Ending: “Thanks so much for your call today. Is there anything else I can help you with, [customer name]?” Cross-selling: “I’m so happy we were able to find the right [product name] for you. Many of our customers also enjoy [related product]. Is that something you might be interested in?” Gladly pro tip Use Gladly’s centralized knowledge baseto give agents instant access to product and brand information. This allows agents to make relevant recommendations that add value, boost engagement, and enhance the overall customer experience. Final thoughts on call center scripts While tools like Gladly enhance customer interactions by providing a more personal and smooth experience, having a thorough call center script is vital for guiding your service agents through various scenarios. Implement these scripts and best practices to help your agents confidently navigate calls and improve the customer experience. Explore more essential scripts and templates tailored for each channel: 5 IVR Scripts Every Support Team Needs 4 Free Live Chat Scripts for Customer Service Customer Service Email Templates Every Brand Needs 4 Must-Have SMS Templates for Customer Service DEMO Have your cake and eat it too — get exceptional CX while saving money Book a demo Share
