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Call center templates that build strong customer relationships

Most companies that provide customer service over the phone have different types of call center scripts in use. If you want to follow suit and offer excellent customer service experiences for your clients, you need to provide them with good service using well-thought-out call center scripts.

Using call center scripts ensures that your support agents’ communication with external stakeholders is consistent and of high quality.  To create a good customer service script, it’s necessary to consider some areas of interest that are important for both your company and customers.

How to create a good call center script

A good call center script should contain: 

  • An introduction. The script should begin with a greeting that addresses the customer by their name. Next, each agent should introduce themself by stating their name and position to make the experience more human and personalized.
  • After the introduction, each customer should be asked how they can be assisted. The conversation should be conducted calmly and respectfully, even if some customers are stressed or frustrated and take their anger out on the customer service agent. It’s the agent’s job to reassure the customer their issue will be solved in a calm manner. 
  • Every agent scripting sample should specify what to do if a customer must be put on hold.
  • A script should also include general information about how to communicate with a customer such as what tone to use, what type of language (formal or colloquial), and whether agents should or shouldn’t use jargon, technicalities, or complex phrases. All of this depends on the types of customers that a given call center operates for.
  • The script should also include a section about how to handle a crisis situation.
  • Finally, every script should include instructions about how to close a conversation.
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It’s important to mention that a customer service agent should never be disrespectful or impatient when dealing with a client. Suppose the customer’s tone is bordering on impertinent. In that case, the agent should politely ask the customer to call back at another time or transfer the call to another colleague who knows how to handle such situations better. However, it’s never acceptable for an agent to argue with a customer or hang up on them.

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The benefits of providing quality customer service will always pay off more than being petty or disrespectful. It’s important to remember that to build strong customer relationships, you need to be empathetic, show understanding, and reassure the customer that their issue will be solved and that the company’s employees will do their best to provide the best assistance possible. Now, let’s take a look at some call center script templates.

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Call center templates that build relationships

Call center templates that build relationships #1

Hello, my name is [agent’s name], and I’ll be assisting you today. Who am I speaking to?
[Customer answers]
Hi [customer’s name], please tell me what I can do for you today.
[Customer answers and describes their issue]
[Customer’s name], thank you for describing this problem so precisely. It’s really helpful to know all the details. Could you also tell me [agent asks an additional question(s) if applicable]?
[Customer answers]
[Agent proceeds with their duties, asks more questions if necessary, and follows the protocols provided for in that particular case. Then they inform the customer about the outcome] Thank you for your patience, [customer’s name]. Here’s what we can do for you…
[Or:] Your issue should be resolved within the next [X] minutes. We will send you an [email/SMS] confirmation and let you know once you can start using our service again. Can I help you with anything else? [Customer answers]
Thank you very much, and don’t hesitate to contact us again if you need any further assistance.

Call center templates that build relationships #2

Hi, you have reached the [company’s name] call center. It’s [agent’s name] speaking. How can I help you?
[Customer explains their issue]
Can I ask who I am speaking to?
[Customer introduces themselves]
Thanks, [customer’s name]. Fortunately, it’s my [second/third/fourth] case like this, so I should be able to help you quickly. Just give me a few more details, and then it will take me less than [X] minutes to solve this problem. [Agent asks a few more questions and gathers all the necessary information. Then they proceed with the protocol and assist the customer].
[Customer answers questions]
Thank you for your patience and for answering all these questions. I’ve just updated our database with all the necessary information, and your [account/inbox/app…] should work perfectly now. Please test it while on the phone with me and let me know if it works.
[Customer confirms]
I’m delighted to hear that I was able to assist you so quickly. Is there anything else you need my help with?
[Then the agent either continues with assisting the customer or concludes the conversation:] Thank you for contacting us and having a great (rest of the) day!

Call center templates that build relationships #3

Hello, It’s [agent’s name] from the [company/department/team] speaking. What can I help you with today?
[Customer explains their issue(s)].
Thank you for providing me with all that information. It seems that you need assistance from our technical support team. Is it ok if I put you on hold for a moment to reach out to my colleague who specializes in technical support and then get back to you?
[Customer confirms]
Perfect. Please stay on the line, okay?
[Then the agent informs the customer about the next steps and plans another call to follow up on the conversation or redirects the call to a designated technical support team. They end the call with]: Thank you for reaching out to us. Get in touch with our tech support and remember that you can always reach us on this number [agent provides the number] to discuss any issues you happen to encounter with [product/service]. Once again, thank you for calling us and goodbye.

Frequently asked questions

Why should you use call center scripts?

Using call center scripts ensures that your support agents’ communication with external stakeholders is consistent and of high quality.

What are some must-have words that every call center script should contain?

First of all, every call center script should be adjusted to cover topics related to your business’s areas of interest. When you have this part covered, you can then move on to filling out the script with more powerful words or phrases that convey the right message. These words can include: absolutely, quickly, excellent, recommend, exciting, please, pleasure, great, sorry, certainly, convenience, time, essential.

Some phrases that should be used in almost every call center script include: “How can I help you?”, “What can I help you with today?”, “To answer your question…”, “It seems as if you need [something]…”, “I understand that…”, “How about we [do/plan something] together…”, “I appreciate your patience.”, “I apologize for any inconvenience…”, and of course “Thank you”

How long should a standard call center script be?

Since call scripts are created based on conversational scenarios, it’s nearly impossible to suggest the ideal length of a call center script. However, when creating a script, remember to make it as concise and accurate as possible. Your customers expect you to support them, and they want to get your help as fast as possible. According to industry benchmarks, customers contacting call centers expect near-instant responses. The average time to answer should not exceed 20 seconds. This doesn’t mean your agents need to resolve customers’ issues in that time, but it shows that people expect to be assisted quickly.

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