Call scripting is the practice of creating a pre-written script for agents to follow when speaking with a lead or customer. Call scripts typically follow the flow of a typical (or many typical) customer conversations, prompting the agent with talking points, important disclosures for TCPA compliance, rebuttals, and more. Using call scripts helps guarantee that agents deliver a consistent customer experience across the call center.

Call scripting software is a program capable of loading scripts for agents to reference and follow during calls. Dynamic scripting software is a specific type of call center scripting software that is able to respond and update in real time based on a customer’s responses. With dynamic scripting each script can be customized using data from your CRM, giving agents quick access to variables like customer name, location, and history within the script.

Writing a call center script should start with an understanding of your customer. Consider the who, what, and when of your customers and business:

• WHO are you talking to? Make customer profiles by identifying professions, demographics, interests, needs, and goals.
• WHAT pain point or issue does your business solve with products and/or services? How do you help the customer achieve their goals?
• WHY should this customer believe you? What’s unique about your offering? Why will it work when others haven’t?

Find more call center script best practices here.