In a perfect world, your customers would enjoy a consistent experience every time they contact your support team — no matter the issue. In reality, support reps might lack experience, get flustered, or be unsure about how to handle particular problems.
Call flow scripts help reps feel more confident and prepared, no matter the situation. When calls are handled consistently, you’ll improve overall customer satisfaction because reps will know exactly what to do. Plus, call scripts can help reps provide an on-brand customer experience when greeting customers, referring to your products or services, and more.
In this article, we’ll walk you through creating a call flow script and share some examples to jump-start your scriptwriting process.
What is a call flow script?
Before creating scripts, you need to understand what a call flow is. A call flow outlines the process your customers follow when they contact your support line. It maps out each step, from the initial greeting to verifying the customer’s identity (if required), understanding the issue, troubleshooting, and escalating if needed. A call flow is sequential but can take different paths depending on the customer’s responses.
Call flows also cover customer interactions with IVR (interactive voice response), voicemail, or call routing to different reps based on menu selections. For example, you might use business call forwarding to connect customers to a rep if you’re unavailable on your cell phone.
A call flow script provides specific guidance on what customer support reps should say at each step in the call flow, such as during an appointment reminder call. These scripts should accommodate any direction the call may take, including escalation to another department or handling difficult customers.
How to create a call flow script
Once you’ve mapped out your call flows, you can identify specific points of customer interaction that need a call script.
Even if you know what great customer interactions sound like, writing an effective script is a bit different. Here’s a simple way to get started:
- Listen to call recordings from your support reps. Review interactions from your top-performing team members to understand what an ideal conversation sounds like, and use less effective interactions as “what not to do” examples.
- Practice the call flow scripts with another person. Written scripts may sound different when spoken, so role-play with another person or group to ensure each script flows naturally.
- Test the script during live calls. Use the script with various reps, not just high performers, to see how it performs in real interactions, especially with reps who need improvement.
- Review call recordings from calls when scripts were used. Get feedback from the reps who tested the scripts and see if any adjustments are needed.
- Revise the scripts based on feedback from your reps. Continue tweaking them as you roll the scripts out to all support team members.
- Train new team members using the call flow scripts and regularly review call recordings. Periodically review calls to make sure reps are following the scripts.
Key elements to include in your call flow script
Your call flow scripts should include specifics for how calls should be answered, such as: “Thank you for calling ABC Company. My name is ______. How can I help you?”
You may also want to adapt responses to mirror the customer’s tone. In this case, offer several tone-matching options, like:
Customer Tone | Response |
😃 | Thanks for reaching out to Customer Support — we’re here to help! |
😐 | I’d be happy to look into this for you. |
😠 | Thank you for bringing this to our attention. I’d like to ask you a few questions to troubleshoot this issue. |
The more examples you can provide in your call flow script, the more likely your customers will receive a consistent experience, no matter which rep they speak with.
Call flow script examples
You’ll likely end up with multiple call flow scripts for different scenarios. This is easier for customer service reps than one complex, all-encompassing script. Team members can reference the appropriate script depending on the type of call.
While you may develop call scripts specific to your business, some common types include escalation, troubleshooting, and follow-up calls.
1) Basic script for everyday calls
Your basic script should address routine customer service calls. This might include handling questions about orders, accessing online portals, or scheduling appointments for service-based businesses like healthcare or maintenance providers.
Include any authentication steps, such as verifying the customer’s identity, account number, or order number.
Example:
Customer service representative: Thank you for calling ABC Company. How may I assist you today?
Customer: [Explains the reason for the call.]
CSR: I’d be happy to help you with that. For verification purposes, can I have your full name and account number?
Customer: [Provides information.]
CSR: Thank you so much for providing that information. Let me look up your account. [Looks up information based on the reason for the call.] Here’s what I found: [Explanation of the solution]. Does that answer your question?
Customer: [Responds with either “yes” or follow-up questions.]
CSR: Is there anything else I can help you with today?
Customer: [Responds either “yes” or “no.”]
CSR: [Repeat answering additional questions if “yes.”]
CSR: Thank you for calling ABC Company. Have a great day!
Copy to Clipboard
2) Graphic/visual script
A visual script combines call flow mapping with specific prompts at each point in the process.
For example, if your call flow includes greeting the customer, summarizing the issue, identifying a plan to resolve the problem, and a closing, each step would contain the specific script to follow, like this:
Some CSRs may find a visual script easier to follow than a purely written one that can take multiple paths.
3) Escalation script
Sometimes, reps may need to escalate a call to another department or manager. An escalation script should outline when and how to hand off the call.
Example 1: Escalate to a manager
CSR: I apologize for the inconvenience, [Customer Name]. I’m going to escalate this to a manager who will be able to assist you further. May I place you on a brief hold while I get a manager on the line?
[Place the customer on hold. Connect a manager to the call; briefly explain the issue before reconnecting the customer.]
CSR: [Customer Name], I have [Manager Name] on the line. I’ve explained your issue, and they’ll be able to help.
Copy to Clipboard
Example 2: Escalate to specialized support
CSR: This issue requires assistance from our technical support team. I’m going to connect the call to technical support, and a representative should be able to resolve your issue.
Copy to Clipboard
For more information on escalating calls, check out our guide: Escalation management: How to build a clear process for your team.
4) Troubleshooting script
Troubleshooting calls can often have a lot of back-and-forth with the customer as the rep works to understand the issue. Troubleshooting scripts should include the questions your CSRs should ask to properly diagnose the problem and offer a solution.
CSR: I understand that [Product] isn’t working as expected. Can you tell me a bit more about the issue, such as where the problem is occurring and what steps you took right before you experienced this issue?
Customer: [Describes the issue.]
CSR: Thank you for the explanation. Can you tell me anything you’ve already tried to resolve the issue?
Customer: [Describes any troubleshooting they’ve done on their own.]
CSR: I appreciate you letting me know what you’ve already tried. Let’s try something different. First, can you try [Next Step] and let me know if that works?
Copy to Clipboard
5) Call follow-up script
If an issue can’t be resolved during the call, a follow-up script lets the customer know when they can expect a callback.
CSR: I’m sorry we weren’t able to resolve this today. I’m going to [Describe Next Step] and will reach back out when I have more information. You can expect to hear from me within [Timeframe]. I’ll also send you an email with the next steps — feel free to reply if you have any additional information before you hear back from me.
[Customer acknowledges]
CSR: Can you confirm the best phone number for a follow-up call?
Copy to Clipboard
Even when an issue is resolved, you may have an internal process to follow up after every call, such as confirming an appointment or sending a recap of the conversation.
CSR: After we finish this call, I’ll send you an email confirmation with your appointment information. If you need to reschedule or cancel your appointment, you can use the link in the email. Do you have any additional questions?
Copy to Clipboard
Tips for using script templates successfully
Research from McKinsey found that consistency is directly related to customer satisfaction, improving a customer’s overall perception of your brand.
As you’re creating call flow scripts, here are a few things to keep in mind:
- Ensure your call flow scripts match the style and tone of any pre-recorded messages you have, including IVR, a phone menu, and voicemail recordings. Update your IVR scripts and other recordings as needed.
- Use IVR or phone menus to direct customers to the right support representative or department, reducing the number of scripts representatives need to follow.
- If you record calls, make sure representatives inform customers since this is legally required in some states within the US. Alternatively, include this information in your IVR message.
- Encourage reps to review internal customer notes before taking calls so customers don’t have to repeat themselves. For example, include, “I can see from the notes that you’ve experienced [issue]” in your script.
- If reps upsell or cross-sell, provide scripts that outline product details, pricing, and benefits. Alternatively, have reps make note of cross-selling opportunities in your CRM so another person within the company can follow up.
- Make scripts easy to access using a shared hub like Notion or an internal knowledge base so reps can easily find them while talking to a customer.
Finally, keep call flow scripts updated with changes to your products, services, escalation procedures, and other company updates.
Create better customer experiences with OpenPhone
These examples provide a starting point, but the best scripts are tailored to your actual customer interactions. OpenPhone can help by allowing you to listen to call recordings and view AI-powered call transcripts, summaries, and action points. This can guide you in creating scripts that mirror real customer experiences.
With OpenPhone’s IVR options, you can route customers to different departments, like billing, support, or sales, creating a more seamless experience. You can also use OpenPhone’s collaboration tools to add internal notes or discussion threads visible across your team, making warm transfers and context-sharing easier.
For a more efficient customer service experience, sign up for a free trial of OpenPhone today.