Call Center Practices

Outbound Call Scripts

Happy Call Script/Form (to be filled out and personalized prior to call)

1. Greeting: “Hello (customer), this is (CSR name) calling from (company name).

2. Thank you: “I’m calling to thank you for allowing our technician (name) to come to your home to (service provided).”

3. Ensure Satisfaction: “We want to make sure you are happy with our work and make sure your system is still running to your satisfaction.”

4. 1. If yes, continue

   2. If no, find out what can be done to ensure customer satisfaction and take action

5. Invoice/Bill: “Did you receive a copy of your invoice?” (Collect payment if outstanding)

6. Offer Membership (if not member): “Did our technician explain how you could have saved X% on your repair? I’d be happy to enroll you in our membership program and apply that discount.”

7. Share Goal, Solicit Feedback: “Our goal is to always provide you with a five-star experience. We are continually striving to improve and would value any feedback that you have for our team.”

8. 1. If positive, thank them and graciously ask for a review

   2. If negative, take notes and proper action to resolve all concerns

9. End Call, note follow-ups needed.

Recurring Services Script/Form (to be filled out and personalized prior to call)

1. Greeting: “Hello (customer), this is (CSR name) calling from (company name).

2. Thank you: “I’m calling to thank you for being one of our valued customers and remind you that it is time for your (recurring service).

3. Gather Information: 

   1. “Have you been experiencing any issues with your (equipment)?”

      1. If yes, “tell me more… how long have you been experiencing these issues?” Ask additional questions to prepare your technicians and add notes to the job.

      2. If not, “Excellent!” Add note to the job.

   2. “Is there anything else we can assist you with during our visit?”

4. Schedule: “We are scheduling service in your area on (share a date range). Are mornings or afternoons better for you?” Find appropriate time and schedule.

5. Set Expectations: “You’ll receive a confirmation of this appointment via text, and we’ll send you another text when our technician is on the way.” 

6. Share Goal: “Our goal is to provide you with a five-star experience. We are continually striving to deliver the best service. When our job is complete, we would truly value any feedback that you have for our team.”

7. Restate appointment, and End Call. “We look forward to serving you on (date / time). Thank you for your time, and have a great day!”

Expired Memberships Script/Form (to be filled out and personalized prior to call)

1. Greeting: “Hello (customer), this is (CSR name) calling from (company name).

2. Thank you: “I’m calling to thank you for your past business and membership. We are grateful for the opportunity we have had to serve you in your (home/business).” 

3. Build Value: “We also want to make sure that your membership benefits do not lapse. As a valued member, we want you to continue to receive X% off your service calls, and {insert one or two additional value statements of your membership here}.”

4. Extend Invitation: “I’d be happy to help you renew/enroll in our _______ membership plan today. It covers (length of time) and (number of units/type of equipment). We can do that today for only ($X). 

   1. If yes, “Wonderful, I can set that up for you now.” Continue…

   2. If no, “Ok, is there a particular reason that you’d rather not extend your membership? Our company is always striving for improvement and very open to feedback.” Gather feedback and address any objections. Try one more time to renew the membership by sharing one to two additional value statements about the membership, the service, or the company. If the answer is still no, skip to the end of the call and note feedback.

5. Gather/ Verify Information: “Are you still at the (street) address? Do you still have the (number of units/type of equipment) in your (home/business)? Do you have any additional properties or units that need servicing?” Also offer any new products or services that your company offers.

6. Schedule: (Optional - based on time of last service) “Now that your membership is renewed, we are scheduling service in your area on (share a date range). Are mornings or afternoons better for you?” Find appropriate time and schedule.

7. End Call: Restate Appointment Date (if needed) and note additional follow-ups needed.

Unsold Estimates Script/Form (to be filled out and personalized prior to call)

1. Greeting: “Hello (customer), this is (CSR name) calling from (company name).

2. Thank you: “I’m calling to thank you for allowing our (technician or salesperson’s name) to come to your home to (service provided) on (date of service).”

3. Gather Information: “I see that you are still thinking about moving forward with the (service or install) that we quoted, so I wanted to follow up and see if you are ready to move forward with the (service or install) or if you have any additional questions we could address.”

   1. If they have questions, and you know the answer, then go ahead and answer. If not, write down the questions and let them know you’ll get the answer and reach back out, or have a tech/salesperson reach out. 

   2. If yes - they’d like to move forward, go to step 6 and schedule the appointment. 

   3. If not wanting to move forward yet, ask for additional information about when they might be making a decision. 

   4. If no - they do not want this service/install, then move to step 4

4. Share Goal, Solicit Feedback: “Alright, thank you. Our goal is to always provide you with a five-star experience. We are continually striving to improve and would value any feedback that you have for our team.” Take notes and proper action to resolve all concerns.

5. Offer Additional Assistance: “Is there anything else we can assist you with today?” If there is a service we can provide, go to step 6, if not go to step 7.

6. Schedule: “Our first available appointment is (date and time).” If that time doesn't work for the customer, continue to find an appropriate date and time for the job type.

7. End Call: (If needed, restate appointment date and time.) Note any additional follow-ups needed. Thank the customer for their time. 

Idle Accounts Script/Form (to be filled out and personalized prior to call)

1. Greeting: “Hello (customer), this is (CSR name) calling from (company name).

2. Thank you: “I’m calling to thank you for your past business {and membership (if they had one)}. We are grateful for the opportunity we have had to serve you in your (home/business) in the past.” 

3. Ask About Offer: “I also wanted to make sure you received our (email, text, postcard, etc.) that announced our (name of special offer).”

   1. If yes, “Excellent!” 

   2. If not, “Well I would love to tell you what we have going on right now so you don’t miss out on this special.” 

4. Offer: Proceed to share the specifics of the offer and two to three value statements about the offer. (Prepare this before the call)

5. Extend Invitation: “I’d be happy to help you receive this special offer of (xyz) today.”

   1. If yes, “Wonderful, I can set that up for you now.” Continue...

   2. If no, “Ok, did you have any questions about the offer?” Gather feedback and address any objections. Try one more time to book the call by sharing one to two additional value statements about the offer. If the answer is still no, skip to the end of the call and note feedback. 

6. Gather/ Verify Information: “Are you still at the (street) address? Do you still have the (number of units/type of equipment) in your (home/business)? Do you have any additional properties or units that need servicing?” 

7. Schedule: “We are scheduling (particular service) in your area on (share a date range). Are mornings or afternoons better for you?” Find appropriate time and schedule.

8. End Call: Restate Appointment Date (if needed) and note additional follow-ups needed.