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Customer Service vocabulary · Call Centre Operations

Script

Meaning in customer service, with examples

/skrɪpt/nounCore term

In customer service, script means: A written text or guide that tells agents what to say during a call, including the greeting, key questions and the closing.

In Turkish: konuşma metni, çağrı senaryosu, script

How it is used

Agents follow a script, especially in sales and outbound calls. Some companies prefer flexible call guides, because customers dislike agents who sound scripted. Going off script means saying something that is not in the script.

Example sentences

  1. New agents should follow the script until they know the products well.

  2. Customers can tell when you're reading from a script.

Common collocations

  • follow the script
  • call script
  • sales script
  • go off script
  • read from a script
  • outbound callA call that an agent makes to a customer, for example to follow up, confirm an appointment, collect a payment or sell a product.
  • agentA person who answers customers' calls, chats or emails and helps them on behalf of a company.
  • toneThe way something is said or written that shows feelings and attitude, such as friendly, formal, impatient or rude.
  • verifyTo check that something is true or correct, especially to confirm that a caller really is the account holder.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Call Centre Operations

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