What is a Call Script?

A Call Script is a pre-written guide that helps customer support and sales agents navigate conversations with customers. It includes essential information, responses to common queries, and step-by-step solutions.

Using a call script ensures that agents provide accurate, consistent, and professional responses, leading to better customer satisfaction and improved efficiency.

Why is a Call Script Useful?

1. Reduces Errors & Improves Accuracy

  • Agents can refer to scripts to avoid mistakes when addressing customer concerns.

  • Ensures correct information is delivered consistently.

2. Enhances Consistency in Customer Communication

  • Standardized responses create a uniform experience for all customers.

  • Eliminates discrepancies in information shared by different agents.

3. Builds Agent Confidence & Performance

  • Reduces hesitation and anxiety for new agents.

  • Helps agents focus on listening and engaging with customers instead of worrying about what to say next.

4. Speeds Up Resolution Time

  • Quick access to key information allows agents to resolve issues faster.

  • Reduces call handling time and improves overall productivity.

5. Improves Customer Satisfaction

  • Customers receive clear, structured, and helpful responses.

  • Leads to better engagement and a more professional interaction.

How to Enable Call Scripts in CallHippo:

Follow these steps to activate and use Call Scripts in CallHippo:

Step 1: Log in to CallHippo

Step 2: Navigate to the Call Script Section

  • Go to Users and Performance > Call Scripts in the dashboard.



Step 3: Add Your Call Script

  • Select Add Script to create a new script.

  • Customize it according to your business needs.



Step 4: Add Questions and Assign to Users/Teams

  • Add your preferred questions and script to read during calls

  • Link specific scripts to different teams.

  • Ensure agents have access to the right scripts for their roles.



Step 5: Activate and Use During Calls

  • Agents can access the script while on calls for reference.

  • Modify scripts as needed based on customer feedback and changing business needs.

How to Check the Status of Call Scripts:

Step 1: Navigate to the Call Script Section

Click on the Users and Performance > Call Scripts tab in the dashboard.

Step 3: Check the Status

Find the list of available call scripts.
Look for the Active/Inactive status displayed next to each script.

FAQs:

Can I create multiple call scripts for different scenarios?
Yes, you can create multiple scripts tailored to various customer interactions, such as sales, support, and troubleshooting calls.

Can agents customize the script while on a call?
No, they need to be pre-made.

Is the Call Script feature available in all CallHippo plans?
Some advanced script customization features may only be available in higher-tier plans. Check the CallHippo Pricing page for details.

Can I update my call script after activation?
Yes! You can edit and update your call script anytime from the Call Script section in your dashboard.


Troubleshooting Common Issues:

Call Script Not Visible to Agents
Ensure the script is properly assigned to the correct team/user.
Refresh the dashboard or log out and log back in.

Unable to Edit or Update Call Script
Check if you have admin permissions.

Call Script Not Displaying During Calls
Make sure the Call Script feature is enabled in your settings.
Clear browser cache or try accessing it from a different device.