What is a Call Script?
A call script is a predefined guide used by call center agents to communicate with customers in a consistent, professional, and efficient way. It can include greetings, verification steps, responses to common issues, and closing statements.
Why Call Scripts Are Used
– Ensure consistent customer service
– Help agents stay compliant with legal and brand requirements
– Reduce training time for new hires
– Improve call efficiency and resolution accuracy
Types of Call Scripts
Inbound Call Scripts
Used for handling support, inquiries, and service requests.
Outbound Call Scripts
Used for sales, lead qualification, follow-ups, and surveys.
Cold Call Scripts
Designed for initial outreach to unengaged or unaware customers.
Best Practices for Call Scripting
– Keep scripts conversational and natural
– Include decision trees or branching logic
– Allow agents to personalize within the structure
– Regularly update based on customer feedback and product changes
Related Topics for Further Reading
– Call Coaching
– Disposition Code
– Agent Training
– Compliance Scripts
– Call Recording
