---
title: Call Center Scripts should be used like Training Wheels
description: Overused call-center scripts sound hollow, & they can put people off too. Neocase looks at how your team can lose the training wheels and really engage here.
---

[Neocase Blog | Learn more about Service Delivery](https://blog.neocasesoftware.com)

# [Call Center Scripts should be used like Training Wheels](https://blog.neocasesoftware.com/call-center-scripts-used-like-training-wheels)

 Written by [Jim Watson](https://blog.neocasesoftware.com/author/jim-watson) | Feb 15, 2017, 11:35:35 PM

When scripts are over-used in a call center, it becomes awkward for everyone.  And worse, using them can squander opportunities to build customer relationships.

Let me give you an example. Last Monday, I called my bank to ask them to resolve an issue I was having with online banking.

The conversation went like this:

## **The Scripted Conversation**

**CSR**: “How are you today, Mr. Wilson?”

**Me**: “Fine thanks, and you?”

**CSR**: “I’m fine Mr. Wilson – thank you for asking.  How may I help you today, Mr. Wilson?"

**Me**: “I can’t get into my account, and I need to reset the password.”

**CSR**: “I’m sorry that you can’t get into your account, and I'll be glad to help you re-set your password.  Let me first just ask you a couple quick questions for security purposes, Mr. Wilson.”

He asked, and I answered each of the security questions.  Once I was fully validated, he asked me another series of questions, then told me that my password had been reset successfully.

**Me**: “Perfect – thank you!”

**CSR**: “Is there anything else that I can assist you with Mr. Wilson?”

**Me**: “No thank you – I’m all set, and I appreciate the help.”

**CSR**: “Well, thank you Mr. Wilson, it was my pleasure to assist you.  Have we provided you with excellent service today?”

**Me**: “Yes, you have.”

**CSR**: “I’m glad that you feel we provided excellent service today.  We at Acme appreciate your business. Have a good day, Mr. Wilson.”

Here’s the issue – this was not an isolated incident.  I’ve had other conversations with Acme Bank customer service over the past few years, and they all begin and end with the same [robotic](https://callminer.com/blog/call-center-scripting-tips-sounding-like-real-person-instead-robot/) dialogue.

## How Scripts can Affect Relationships

**[Customer](https://www.itsonmessage.com/customer-engagement/) and [employee engagement](https://dupress.deloitte.com/dup-us-en/focus/human-capital-trends/2016/employee-engagement-and-retention.html) have become priorities for most organizations.  But awkward conversations not engaging.  In fact, they can do the exact opposite by alienating the customer.**

Scripts can be useful in accelerating the [training](https://blog.aircall.io/call-center-scripts/) of a new call center representative, and even give them greater confidence.  But once the CSR has experience, the script can prevent the kind of free-flowing conversations that engage customers.

Call scripts should be used like training wheels on a bicycle – they should be used to stabilize an inexperienced call center representative.  But once that CSR is up and running, the continued use of scripts can make conversations awkward.

**And an awkward conversation can squander the opportunity to create a relationship.**

 

 

[View full post](https://blog.neocasesoftware.com/call-center-scripts-used-like-training-wheels)

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