Customer Service Call Flow Scripts

Updated: April 16, 2024

Customer service agents are the frontline responsible for delivering support and forging strong customer relationships. An integral part of this process is having well-structured call flow scripts that help agents navigate a myriad of customer interactions while maintaining efficiency and professionalism.

In this article, we will explore various call flow script examples including Standard Call Flow, IVR Menu, and Routing Automation Scripts. By understanding and implementing these call flow approaches, customer service agents will be better equipped to handle diverse customer inquiries and provide a consistent, helpful experience.

Standard Call Flow Copy Snippet Copied!

Customer Service Representative (CSR): “Thank you for calling [Company Name]. My name is [CSR’s Name]. How may I assist you today?”

Caller: “I have a problem with my order.”

CSR: “I’m sorry to hear that. May I have your order number, please?”

Caller: “Sure, it’s 123456.”

CSR: “Thank you. Let me look up your order details. (Pause) I see your order here. Can you please tell me more about the issue you’re facing?”

Caller: “I received the wrong product.”

CSR: “I apologize for the inconvenience. I’ll arrange for a return and replacement right away. May I confirm your shipping address?”

Call Queue With Wait Queue Call Flow Copy Snippet Copied!

IVR: “Thank you for calling [Company Name]. All of our representatives are currently assisting other customers. Your call is important to us. Please stay on the line, and your call will be answered in the order it was received.”

(Periodic updates during the waiting time)

IVR: “We appreciate your patience. Your call is now number [X] in the queue. The current estimated wait time is [Y] minutes. If you prefer, you may press 1 to leave a voicemail, and we will return your call as soon as possible.”

IVR User Menu Copy Snippet Copied!

IVR: “Thank you for calling [Company Name]. Please listen carefully to the following options:

Press 1 for Sales.
Press 2 for Billing and Payments.
Press 3 for Technical Support.
Press 4 for Returns and Exchanges.
Press 0 to speak to an operator.”

Voicebot-First Call Flow Copy Snippet Copied!

Voicebot: “Welcome to [Company Name] Customer Service. My name is [Voicebot Name], your virtual assistant. How may I help you today?”

Caller: “I need to update my billing information.”

Voicebot: “I can help you with that. Please confirm your account number or the email address associated with your account.”

Caller: “My account number is 123456789.”

Voicebot: “Thank you. To update your billing information, I will need to verify your identity. Can you please provide the last four digits of your Social Security number or the billing ZIP code on your account?”

Caller: “The last four digits of my Social Security number are 6789.”

Voicebot: “Thank you for verifying your identity. Please provide the new billing information, including the card number, expiration date, and CVV code.”

Caller: (Provides the new billing information)

Voicebot: “Thank you. I have successfully updated your billing information. Is there anything else I can help you with today?”

Routing Automation Copy Snippet Copied!

IVR: “Thank you for calling [Company Name]. Please provide your 9-digit account number or say ‘I don’t have it.'”

Caller: “123456789”

IVR: “Thank you. We have identified your account and will connect you to a specialized customer service representative who can assist you with your specific account type. Please hold.”

(Customer Service Representative answers the call)

CSR: “Hello, thank you for calling [Company Name]. My name is [CSR’s Name]. I see you have an [Account Type] with us. How may I assist you today?”

Time-Based Routing Copy Snippet Copied!

IVR: “Thank you for calling [Company Name]. Our regular business hours are Monday through Friday, 9 am to 5 pm. Since it is currently outside of our regular business hours, please select from the following options:

Press 1 to leave a voicemail, and we will return your call during our next business day.
Press 2 to access our self-help resources on our website.
Press 3 to listen to our office hours and location.”

Geographic Call Routing Copy Snippet Copied!

IVR: “Thank you for calling [Company Name]. To better assist you, please enter your 5-digit ZIP code.”

Caller: “12345”

IVR: “Thank you. We are now connecting you to our customer service team in your region.”

Holiday Call Routing Copy Snippet Copied!

IVR: “Thank you for calling [Company Name]. Our offices are currently closed in observance of [Holiday Name]. Please choose from the following options:

Press 1 to leave a voicemail, and we will return your call on the next business day.
Press 2 to access our self-help resources on our website.
Press 3 to listen to our holiday hours.”

Advanced Routing Systems Copy Snippet Copied!

IVR: “Thank you for calling [Company Name]. To ensure you are connected with the right department, please tell us the reason for your call. You can say ‘Sales,’ ‘Billing,’ ‘Technical Support,’ or ‘Returns.'”

Caller: “Technical Support”

IVR: “Thank you. We will connect you to our Technical Support team. To expedite your call, please provide the serial number of the product you need assistance with.”

Caller: “The serial number is ABC123456.”

IVR: “Thank you. We have identified your product as [Product Name]. Please hold while we connect you to the appropriate Technical Support specialist for your product.”

(Technical Support Representative answers the call)

Technical Support Representative: “Hello, thank you for calling [Company Name] Technical Support. My name is [TSR’s Name]. I understand you need assistance with your [Product Name]. How may I help you today?”

Caller: “My device won’t turn on.”

Technical Support Representative: “I’m sorry to hear that. Let’s work together to troubleshoot the issue. First, can you please confirm that the device is properly connected to a power source?”

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Customer Service Representative (CSR): "Thank you for calling [Company Name]. My name is [CSR's Name]. How may I assist you today?" <br> <br>Caller: "I have a problem with my order." <br> <br>CSR: "I'm sorry to hear that. May I have your order number, please?" <br> <br>Caller: "Sure, it's 123456." <br> <br>CSR: "Thank you. Let me look up your order details. (Pause) I see your order here. Can you please tell me more about the issue you're facing?" <br> <br>Caller: "I received the wrong product." <br> <br>CSR: "I apologize for the inconvenience. I'll arrange for a return and replacement right away. May I confirm your shipping address?"
IVR: "Thank you for calling [Company Name]. All of our representatives are currently assisting other customers. Your call is important to us. Please stay on the line, and your call will be answered in the order it was received." <br> <br>(Periodic updates during the waiting time) <br> <br>IVR: "We appreciate your patience. Your call is now number [X] in the queue. The current estimated wait time is [Y] minutes. If you prefer, you may press 1 to leave a voicemail, and we will return your call as soon as possible."
Voicebot: "Welcome to [Company Name] Customer Service. My name is [Voicebot Name], your virtual assistant. How may I help you today?" <br> <br>Caller: "I need to update my billing information." <br> <br>Voicebot: "I can help you with that. Please confirm your account number or the email address associated with your account." <br> <br>Caller: "My account number is 123456789." <br> <br>Voicebot: "Thank you. To update your billing information, I will need to verify your identity. Can you please provide the last four digits of your Social Security number or the billing ZIP code on your account?" <br> <br>Caller: "The last four digits of my Social Security number are 6789." <br> <br>Voicebot: "Thank you for verifying your identity. Please provide the new billing information, including the card number, expiration date, and CVV code." <br> <br>Caller: (Provides the new billing information) <br> <br>Voicebot: "Thank you. I have successfully updated your billing information. Is there anything else I can help you with today?"
IVR: "Thank you for calling [Company Name]. Please provide your 9-digit account number or say 'I don't have it.'" <br> <br>Caller: "123456789" <br> <br>IVR: "Thank you. We have identified your account and will connect you to a specialized customer service representative who can assist you with your specific account type. Please hold." <br> <br>(Customer Service Representative answers the call) <br> <br>CSR: "Hello, thank you for calling [Company Name]. My name is [CSR's Name]. I see you have an [Account Type] with us. How may I assist you today?"
IVR: "Thank you for calling [Company Name]. To ensure you are connected with the right department, please tell us the reason for your call. You can say 'Sales,' 'Billing,' 'Technical Support,' or 'Returns.'" <br> <br>Caller: "Technical Support" <br> <br>IVR: "Thank you. We will connect you to our Technical Support team. To expedite your call, please provide the serial number of the product you need assistance with." <br> <br>Caller: "The serial number is ABC123456." <br> <br>IVR: "Thank you. We have identified your product as [Product Name]. Please hold while we connect you to the appropriate Technical Support specialist for your product." <br> <br>(Technical Support Representative answers the call) <br> <br>Technical Support Representative: "Hello, thank you for calling [Company Name] Technical Support. My name is [TSR's Name]. I understand you need assistance with your [Product Name]. How may I help you today?" <br> <br>Caller: "My device won't turn on." <br> <br>Technical Support Representative: "I'm sorry to hear that. Let's work together to troubleshoot the issue. First, can you please confirm that the device is properly connected to a power source?"

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