What is Call Scripting?

By Hal Werner

A call script, a written script entailing correct wording and logic aids, assists an agent in handling a contact. It also assists in the maintenance of focusing on the content of the contact.

Call scripts guarantee consistency across the call center and allow agents to act more naturally and listen to customers as they know they don’t have to worry about remembering what to say next. Call scripts can be easily integrated with telephony and IVR systems in order to provide the agent useful information about the customer and ailor each interaction accordingly.