Color coding your call script
NOTE: As of Spring 2020, some internal and user-facing SAS systems have been updated to better suit the needs of our customers. Because of these updates, your online portal view may look different than the pictures shown below. If your portal looks different, please refer to this article for updated instructions.
All call scripts are shown in black type. Anything displayed in black is text that the operators will read to your callers. Sometimes, it is necessary to provide brief instructions for the operators by highlighting certain text in a different color. They will read different colored text to themselves, but not to the caller. Colored text is created using Coding.
Coding makes things stand out for the operators. For example, we might want the pronunciation of a difficult company name to appear in green text. A specific instruction for the operators such as, “refer callers to website,” might be shown in red text. We also use coding to create hard returns, to denote the end of different colored text, etc.
Below is a list of common script color codes. The ( ) are a part of the code, and without them, you will just be typing a letter. All coding letters must appear in Capital Letters. Review these codes and feel free to use them when working within your script.
- (R) denotes text in RED: Used to make something stand out in the script, for example a specific instruction for the operators.
- (G) denotes text in GREEN: Used to make something stand out in the script, for example the phonetic pronunciation of the company name.
- (N) denotes text in NAVY: Used to make something stand out in the script.
- (M) denotes text in MAROON: Used to make something stand out in the script.
- (E) denotes the END of the text in RED, GREEN, NAVY, or MAROON: This must be included or all text will be listed in color.
- (L) denotes a line break / hard return: If your script includes a 'Reach' protocol, each time we make an outbound call to your business, this would be listed in your call log as 'Dialed Out'.
- (Q) denotes that the text will appear in quotations: This may be used if there is a particular statement the operators need to read to callers.
Note that in scripting, operators are referred to as CSRs (Customer Service Representatives). If you are including a specific instruction for the operators, it should generally begin with CSR:
When using codes, there is no need to include a space after the initial code, but if text follows an (E), you will need a space. Important: there should not be a space between ( and the capital letter.
Spacing Examples - Correct vs. Incorrect
- Correct: (R)
- Incorrect: ( R )
- Why: There should never be spaces inside the shortcode
- Correct: (R)CSR:....(E)
- Incorrect: (R) CSR:....(E)
- Why: There should never be a space after the shortcode
- Correct: (R)CSR:....(E) Thank you for calling!
- Incorrect: (R)CSR:…..(E)Thank you for calling!
- Why: There should always be a space after an (E)
Additional Coding Examples
- (L)(R)CSR: If N/A, leave a message: (G)Hello, this is SAS with a call for you from: [FirstName] [LastName], their number is: [PhoneNumber]. Thank you.(E)
- (G)R-COES(E) ARCOS
- Specialty Answering Service(L)1006 9th Avenue(L)King of Prussia, PA 19406
- Business Hours:(L)Monday to Friday, 8:00 AM to 7:00 PM(L)Lunch Hour, 1:00 PM to 2:00 PM(L)Saturday, 10:00 AM to 2:00 PM
Want to know more about coding? Check out our Programming Shortcodes page.
For assistance editing your script, feel free to contact our Customer Service department.
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