A call script is a call answering agent’s tool to manage customer calls. The content and flow of the script are customized based on the information and instructions provided to the call answering service when beginning a partnership with them.

The script leads the agent through any number of scenarios that a customer may be calling about and prompts them to gather the required information specific to that scenario. Once the call is finished, it is automatically set for dispatch, according to the nature of the call.