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Be concise in your wording As addressed above, the more quickly that a call center can address and resolve issues, the more money it will end up saving.

However, there is another reason why keeping calls short and sweet is important. Overly-long scripts can wear away at customer patience, aggravating what might already be a delicate situation.

Additionally, too much complexity in a script will often result in confusion, miscommunication, or even customer termination of the call.

Review your scripts to ensure that only those things that are relevant to the issue at hand are being said, and that they are being said as concisely as possible.

Design your script with customer responses in mind Scripts should be more than just a monologue read by a live representative; they should be the introduction to a productive conversation with the caller.

More than anything else, they want their concerns validated and resolved as quickly as possible. Thus, it is critical that call-center agents demonstrate to the caller that they understand the issue as it is being explained.

Scripts should provide a way for agents to politely repeat back any pertinent information shared with them by the caller, and help to validate the problem at hand.

Instead of including empty reassurances in your script, show your customer how much they are valued, by using polite tone and language, and by demonstrating an understanding of the problem and any potential solutions.

Be flexible Many call centers find themselves attempting to script entire conversations, but this is generally impossible. Recognize that apologies are not enough To unhappy customers who are looking for solutions, an apology—although appreciated—is usually not enough.

Customers that contact call centers expect more than just someone to take the blame; they expect that their problems will be solved quickly.