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5 Easy To Use Inbound Call Centre Scripts


Working in a call centre can be challenging, but it's a vital aspect of any business that seeks to offer excellent customer service. Inbound call centre scripts are created to ensure a consistent and efficient service experience for customers with queries or issues. Unlike cold call sales scripts or B2B cold calling scripts, inbound scripts focus on delivering high-quality customer service rather than generating sales. These calls can come from diverse industries such as healthcare, telecommunications, and retail.

The primary objective of inbound call centres is to ensure customer satisfaction by providing valuable information and resolving customer issues. However, handling these calls effectively can be a challenge without the right scripts. Inbound call centre scripts differ from customer service call script examples because they are tailored to meet the specific needs of the customer and their reason for calling.

Creating effective scripts is essential for inbound call centres. A well-designed script can help agents handle calls more efficiently, provide accurate information, and handle customer complaints or queries professionally. This article will examine how to create inbound call centre scripts, the best scripts to use, and general tips for managing these types of calls.

Call centre script templates for inbound calls can assist agents in managing conversations effectively, while call centre scripts for customer service can ensure that agents are well-equipped to handle various issues and provide timely solutions. While outbound call centre scripts, such as call centre outbound scripts or cold calling scripts, may focus more on generating leads or sales, inbound scripts prioritise customer satisfaction and problem resolution. 

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How to Make Inbound Call Centre Scripts

Creating an effective inbound call centre script requires careful planning and consideration. The script should be concise, straightforward, and cover all the necessary information. Here are some steps to follow when creating an inbound call centre script:

Step 1: Define the Purpose

To create a successful script, it is essential to understand the purpose of the call. Is the call about placing an order, making a complaint, or seeking information? Understanding the purpose of the call will help tailor the script to meet the customer's needs.

Step 2: Anticipate Customer Questions

The next step is to anticipate the questions that the customer might ask. Think about common queries that customers have and provide clear, concise responses. The script should not sound robotic or scripted, but rather feel natural and conversational.

Step 3: End Strong

The final step is to end the call with a strong close that shows appreciation for the customer's business. Ensure that the customer is satisfied with the information provided and that all their concerns have been addressed.

The Best Inbound Call Centre Scripts

Using a sales script or customer service call script template can help agents deliver high-quality customer service while also increasing sales. Here are some examples of the best inbound call centre scripts to use:


Example One: Placing an Order

Agent: “Thank you for calling [Company Name], how may I assist you today?”

Customer: “Hi, I would like to place an order for Product A.”

Agent: “Great! We have Product A in stock, and it comes in two sizes. Which size would you prefer?”

Customer: “I would like the larger one”

Agent: “Sure thing. Could you kindly provide me with your name, shipping address, and preferred payment method?”

Customer: “Yes, my name is John, and I will be paying with my credit card.”

Agent: “Thank you, John. We will process your order right away, and you will receive a confirmation email shortly.”

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Example Two: Technical Support

Agent: “Good afternoon, this is [Company Name] technical support. How can I help you?”

Customer: “Hi, I'm having trouble connecting to the internet.”

Agent: “I'm sorry to hear that. Can you tell me which device you are using?”

Customer: “I'm using a laptop.”

Agent: “Alright. Can you please check if the Wi-Fi button is turned on?”

Customer: “Yes, it's on.”

Agent: “Thank you. Can you please try resetting your router by unplugging it for 10 seconds and then plugging it back in?”

Customer: “Okay, I will try that.”

Agent: “Great, let me know if that works. If not, we can explore other solutions together.”


Example Three: Customer Complaint

Agent: “Hello, thank you for calling [Company Name]. How can I assist you?”

Customer: “I received a damaged product, and I want to file a complaint.”

Agent: “I'm sorry to hear that. Can you please provide me with your order number and describe the damage to the product?”

Customer: “My order number is 123456, and the product arrived with a broken handle.”
Agent: “Thank you for letting me know. We will process a replacement order for you, and it will be shipped to you within the next 2-3 business days. Is there anything else I can help you with?”

Customer: “No, that's all. Thank you for your help.”

Agent: “You're welcome, and I'm sorry for the inconvenience caused. Please don't hesitate to contact us if you have any further issues.”


Example Four: Billing Enquiries

Agent: “Hello, this is [Company Name] customer service. How can I assist you?”

Customer: “Hi, I have a question about my recent bill.”

Agent: “Sure thing. Can you please provide me with your account number?”

Customer: “Yes, it's 123456.”

Agent: “Thank you. What is your question regarding the bill?”

Customer: “I don't understand some charges on the bill.”

Agent: “I can help clarify that for you. May I put you on hold for a few seconds while I look up your account?”

Customer: “Yes, sure.”

Agent: “Thank you for waiting. It looks like the charges are for additional data usage. Would you like me to explain the charges in more detail?”

Customer: “Yes, please.”

Agent: “The charges are for the extra data that you used beyond your monthly allowance. Would you like me to go over your usage history for the past month?”

Customer: “Yes, please.”

Agent: “Alright, let me pull up your usage history. Thank you for your patience.”


Example Five: Product Information

Agent: “Thank you for calling [Company Name]. How may I assist you today?”

Customer: “Hi, I'm interested in Product B. Can you provide me with more information?”

Agent: “Of course, I'd be happy to help. What would you like to know?”

Customer: “I'd like to know the specifications and the price.”

Agent: “Product B is a high-end laptop that comes with an Intel Core i7 processor, 16 GB of RAM, and a 512 GB SSD. It's priced at $1,499. Would you like me to provide you with more information on the product?”

Customer: “No, that's all. Thank you for your help.”

Agent: “You're welcome. Please don't hesitate to contact us if you have any further questions.”


General Tips for Inbound Call Centre Scripts

Inbound call centres are crucial for maintaining positive customer experiences and serving as the first point of contact between customers and businesses. Therefore, ensuring that your inbound call centre scripts are well-crafted is vital to ensure customer satisfaction. Below are some general tips for perfecting inbound call centre scripts:

Example 1: Practice Active Listening

Active listening is a vital skill that every call centre representative should possess. It involves giving customers undivided attention while they express their concerns or queries. Representatives should avoid interrupting, making assumptions or judgments, or jumping to conclusions. Instead, they should patiently listen, acknowledge the customer's concerns, and respond appropriately. Active listening can help customers feel heard, valued, and understood, ultimately improving customer satisfaction.

Example 2: Use Positive Language

Using positive language can significantly improve the tone and atmosphere of a conversation. Representatives should strive to use positive, friendly, and approachable language while avoiding negative language or words that may be misinterpreted or misunderstood by customers. For instance, instead of saying “I don't know,” representatives should say “Let me find out for you.” This way, customers feel that the representative is genuinely interested in helping them.

Example 3: Remain Calm

Remaining calm and collected, particularly in difficult situations, is crucial for ensuring that the conversation remains productive and constructive. Representatives should avoid responding emotionally or defensively when customers express their dissatisfaction or frustration. Instead, they should remain calm, patient, and empathetic while addressing the customer's concerns. Staying calm can help de-escalate tense situations and build trust with customers, leading to a more positive customer experience.

To ensure excellent customer service and boost call centre efficiency, it is crucial to create effective inbound call centre scripts. By following the steps outlined in this article, call centre agents can tailor scripts to their industry, target demographic, and specific needs. It's essential to use positive language, actively listen to customers, and remain calm and collected to provide valuable assistance and build trust and loyalty. Whether creating a sales script, customer service call script, or inbound call centre script, the principles of effective scripting are consistent. Effective call centre scripts can significantly improve customer experience and drive business success, so invest the time to create them and witness the positive impact on call centre performance.


John Burnett
Post by John Burnett
John is the Operations Manager at MaxContact Australia and has become an integral part of the business. John works with a thorough approach and leaves no stone unturned. His passion is customer onboarding, major project work and integration. John’s temperament and attention to detail is critical to ensuring smooth operations for MaxContact Australia’s customers.