Glossary
Call script
A call script is the playbook an agent follows on a call: how to greet the customer, which questions to ask, how to handle common objections, which phrases are required, and how to wrap up. A script helps new agents start taking calls sooner and helps the company talk to customers consistently without missing anything important.
Why it mattersWith a script, new agents start taking calls sooner, and customers get consistently correct answers.
Also called: phone script, sales script, call flow script
Structure
What it includes
- Greeting and introduction
- Questions to find out what the customer needs
- Answers to common questions and objections
- Required phrases – for example, a notice that the call is recorded
- Closing: a summary of the call and the next step
Practice
How to make a script easy to use
A script works when it is short and always at hand. Agents don't read long text – they paraphrase it and miss what matters. Keep short steps and cues on screen and store detailed answers in the knowledge base. Update the script after reviewing calls: where customers are unhappy most often, where calls drag on, and where sales slip away.
Control
How to check adherence
Script adherence used to be checked on a sample: a supervisor listened to a few calls per agent each month. Speech analytics checks every conversation: were the greeting and required phrases said, were any banned words used, did the agent make the offer.
In CONTACT.WORK
How CONTACT.WORK uses it
In CONTACT.WORK, the script appears on the agent's screen when the call connects, next to the customer record. The AI assistant suggests the next step and an answer from the knowledge base during the conversation, and speech analytics checks script adherence on every call. A voice AI agent can handle the whole conversation using the same script – for example, to qualify leads or send payment reminders.
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Where to use it
Backlinks
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Glossary