How To Create A Call Script

A call script is considered to be one of the most important tools when it comes to handling outbound and inbound calls. You can create scripts and questions in CrazyCall script creator, which will provide your team with helpful prompts during phone conversations. Having such reminders at hand, agents will be able to respond fast and effectively to any challenges as they arise.

Our script creator is clear and easy to use. To access it, please navigate to the ‘Call scripts’ tab in the main menu and click the “Add new” button on top of the screen.

The toolbar consists of 5 types of questions which can be used in the script and are located on the left-hand side. By clicking ‘Add a group’ you can also create groups, sorting out questions in categories. All of the elements are displayed on the screen below:

You can use 5 types of questions and each of them can be marked as required, which means the agent has to insert an answer to proceed.

Open

With open-ended questions you can ask your prospects and clients to provide you with information without suggesting any answers. Starting with ‘Why?’, or ‘How?’, you can elicit a longer and fuller reply. Agent has just to type the response in the survey.

Choice

This option lets you create single- or multiple choice questions.

• Single-choice is the simplest type of question. It allows you to write a question and all the possible answers, from which only one can be chosen by the agent. There is no possibility to select more than one answer.

• Multiple choice lets you can create a question where it’s possible to choose more than one answer during the conversation. Every answer has a checkbox you can select while listening to your lead or client’s response:

Yes/No

In this type of a single-choice question your contacts only get the chance to choose between answering ‘yes’ or ‘no’ to your query:

Date

In this type of question your agent can pick a date from a calendar screen in order to confirm day upon which meeting or another form of arrangement was agreed.

 

Date and time

This type of question is very similar to the previous one, but agent can also pick the time of the appointment. 

 

As there are no dependencies between questions, agents can move them in the way they require. Unlike structured scripts with various transitions, there isn’t a single path to follow, thus agents can’t feel they stray from one correct way to carry out a conversation.

Once you’re satisfied with your script just hit the ‘Save script’ button. You’ll be able to start using it right away in your projects.

Simply enter the project settings and select your script from the drop-down menu:

 

You can always revisit and improve your call script at a later stage - it will be listed under the ‘Scripts’ tab in the main menu. Simply click on your script’s name and start editing it right away: