Customer Support Center

Script Steps and Their Functions

When programming information fields into a new path in your script, each blank field will be displayed as a red dot with the words New Step next to it. Click on New Step, and a Step dropdown menu will populate on the right side of your script.

Script Steps

The information below will help you understand what each step is, and when to use it.

NOTE: With the exception of Reach On Call and Closing steps, which must be added to the end of a script path, the various step types available in the call script builder can generally be added anywhere, and in any order, within a path.
  1. Statement
  2. Free Text
  3. Number
  4. Date
  5. Pick List
  6. First Name
  7. Last Name
  8. Phone Number
  9. Cell Phone Number
  10. Email
  11. SSN
  12. Appointment
  13. Address
  14. Order
  15. Credit Card
  16. Installments
  17. Logic Option
  18. Web Pop
  19. Directions
  20. Warm Transfer
  21. Business Hours
  22. Lead Search
  23. Lead Distribution
  24. Transfer
  25. Reach On Call
  26. Closing
1. Statement

Statement is used to inform the caller of something. It is not a question for the caller. Rather, it may be a bit of information that the caller will need to know before continuing with the call, or a statement that will immediately close the call. Here are two examples:

A locksmith receives an after-hours call for a car lockout. The locksmith has a flat fee of $150 for all after-hours lockouts, and the caller will need to know this to decide whether or not they want the locksmith to come out. The statement could be something like, “I would be happy to help you. Before we continue, I did want to inform you that there is a flat fee of $150 for all after-hours lockout calls.”

A caller reaches the emergency line for a doctor’s office and asks for help with billing. The statement could be something like, “I’m sorry, this line is for emergency calls only. For this issue, we ask that you please call back during regular business hours.” A Closing step would follow. For example, “Thank you for calling and have a nice day.”

2. Free Text

If a field is listed as Free Text, it will accept any content, capped at 255 characters. For example, Regarding is a free text step. This allows the operator to type any details the caller shares. The Regarding field may ask the caller for information such as, “What is the nature of your emergency?” or “Could you please describe the issue you are experiencing?”

3. Number

The Number step is used to ask for a type of number other than a phone number, such as an order number, store number, item number, invoice number, etc. For example, a service call for a commercial refrigeration business may ask the caller for a store number. This field can only accommodate digits. An additional instruction for the operator may be included so that they do not confuse this number with a phone number. “May I have your store number please?” (R)[CSR: This is not a phone number.](E)

4. Date

The Date step is used when asking for a specific date from the caller. This may be regarding an appointment, date of birth, seminar registration date, etc. For example, a parent is calling the pediatrician to schedule an appointment for their child. “May I have your child’s date of birth please?”

5. Pick List

A Pick List is used when the script asks the CSR to choose an option listed in a dropdown box. This can only be used if every choice goes to the same Next Step. There is only one path followed, regardless of the choice or choices. This step can be programmed to give the CSR only one choice, or they can choose from multiple options. For example, a cleaning business may service a large corporation with three locations. The operator might ask, “What location are you calling from?” The operator would then be required to select an option such as, Downtown, 5th and Main, West Side, etc.

6. First Name

This step asks the caller for their first name. It is standard in every script. “May I have your first name please?”

7. Last Name

This step asks the caller for their last name. It is standard in every script. “Would you mind spelling your last name for me?”

8. Phone Number

This step asks the caller for their phone number. It is standard in most scripts. “What is the best number for someone to reach you?”

9. Cell Phone Number

This step asks the caller for their cell phone number. This may be used instead of, or in addition to, Phone Number. “May I have your cell phone number please?”

10. Email

This step asks the caller for their email address. This is commonly used, but not standard in every script. “Do you have an email address you would like to provide?”

11. SSN

This step asks the caller for their Social Security Number. This may be used as an identifier for a lending company, medical office, etc. “May I have your social security number please?”

12. Appointment

The Appointment step will take the CSR to the internal calendar displaying available appointments. “What date would you like to schedule your appointment?” The CSR would then click on the date and a dropdown menu listing each open time slot will appear. “And what time works best for you?”

13. Address

This step asks the caller for an address. This information is frequently required for service calls such as HVAC, towing, plumbing, pest control, etc. The step includes the fields Address 1, Address 2, Zip Code, City and State. The operator might ask, “May I please have your street address?” followed by, “And is there a suite or apartment number?” When the zip code is asked and entered, the system will automatically bring up the city and state, which the operator is trained to confirm with the caller. “Is that in the city of Bridgeport?” “In the state of Connecticut?” Although there are five fields contained within Address, only the details that the company requires need to be asked.

14. Order

The Order step is used to place product or service orders with no corresponding website. This method of placing an order does not take any payment information, nor does it process payments. The step contains several fields, for example:
  • First Item: What item would you like to order?
  • Quantity: And how many would you like?
  • Second Item: Would you like to add additional items to your order today?
  • Shipping Method: And which shipping method would you prefer?
  • Shipping Address: Is your shipping address the same as your billing address?
  • Recipient: Thank you. May I please have the recipient’s first name? And last name?
  • Address:
  • And what is your street address?
  • Is there a suite or apartment number?
  • May I have your zip code?
  • Is that in the city of?
  • And the state of?
15. Credit Card

The Credit Card step asks the caller for their credit card information, which will be sent to the client in a message. This step also contains several fields, for example:
  • Card Type: Which credit card will you be using today? (The CSR will have a Pick List with the choices Amex, Visa, MasterCard, and Discover.)
  • Card Number: May I have your credit card number please?
  • Card Holder: And may I have the name that appears on the card?
  • Expiration Date: Thank you. And what is the expiration date?
Note: We are not able to document a CVV code in the Credit Card step. In addition, recordings will be turned off during this specific step.

16. Installments

If the caller places an order, and the client offers an installment payment option, this step is used. For example:
  • Text: Would you like to pay the full amount today? Or would you like to participate in our installment program?
  • Options: The CSR will have a Pick List with five choices.
  • Full Amount
  • 2 months (2 payments)
  • 3 months (3 payments)
  • 6 months (6 payments)
  • or 12 months (12 payments)
17. Logic Option

Many script questions have two or more answers, which need to follow two or more paths. A Logic Option needs to be programmed. For example, suppose an HVAC business services four retail stores, and each store has its own on-call technician. A Logic Option will give the CSR four choices, and each will be programmed to follow a different path.
  • Text: Which store are you calling about?
  • Number of Options:
  • Option 1: Albertsons – Next Step: Reach John
  • Option 2: Big Y – Next Step: Reach Pete
  • Option 3: Food Lion – Next Step: Reach Lloyd
  • Option 4: Giant – Next Step: Reach Matt
  • Continue
18. Web Pop

The Web Pop Step is used to access the client’s website to place orders, register the caller for an event, fill out a form on the site, find information for the caller, etc. It will include a statement or question for the caller along with detailed instructions for the CSR on how to navigate the website. For example:

Text: What product are you interested in ordering today?(L)(L)(G)
Instructions:
  1. Use search box on upper right or use a category to find item.(L)(L)
  2. Click on item and ask for color, size, quantity, etc.(L)(L)
  3. Click Add to Cart.(L)(L)
  4. Fill in Country, State, Zip Code and ask type of address.(L)(L)
  5. If customer mentions having a coupon, enter it in Coupon Code Box.(L)(L)
  6. Ask if they want to order another item.(L)(L)
  7. Click Proceed to Checkout.(L)(L)
  8. Complete the customer contact information.
URL: http://www.specialtyansweringservice.net
  • Options: Three options will be programmed, and each option will conclude with a separate Closing step.
  • Placed Order
  • Refused Order
  • Website Down
  • Continue
19. Directions

This step is a Logic Option. It can be used to provide the caller with directions to a specific store or office, coming from different directions. For example, a medical office has two locations:
  • Text: Which office will you need directions to?
  • Options: Each option will go to a statement giving detailed directions, and then to a Closing step.
  • Option 1: 123 Maple Avenue, Roseville
  • Option 2: 456 Oak Street, Tulip City
20. Warm Transfer

Use this step to call a pre-programmed contact person, after getting information from the caller and placing them on hold. The client is told that there is a caller on hold for them. They can choose to accept or refuse the transfer.

Text: May I place you on a brief hold while I transfer you?
Transfer Number: This step is programmed with either a manually entered phone number, or a checkbox labeled, “Use location information for transfers,” which will pull the transfer number from the Location the path is assigned to.
  • Options: Three options will be programmed, and each option will conclude with a separate Closing step.
  • After Hours: This step only applies if there is separate call handling After Hours.
  • Answered: Logic Step
  • Text: This is [OpName] from SAS, I have [FirstName] [LastName] on the line, may I transfer them?
  • Options:
  • Yes – CSR connects the call.
  • No – CSR goes back to the caller letting them know that no one was available.
  • No Answer: If no answer, CSR will return to the caller.
  • Text: I’m sorry, no one is available at the moment to take your call, but I will pass your message along and someone will be in touch with you soon.
21. Business Hours

The function of the Business Hours step is to have different protocols, call routing or message delivery based on the client’s business hours. For example, this may be used in a Specific Person path.
  • Options: After Hours and Business Hours will be programmed as a Logic Option. Each option will conclude with a separate Closing step. For example, there may be a Reach On Call or Message Ticket set up for After Hours calls, and there may be a Warm Transfer set up during Business Hours.
  • After Hours: The CSR will read a statement and proceed to close the call or gather information to send the client a message.
  • Business Hours: If a Warm Transfer is in place, the path will go to a Logic Option and may proceed in different ways depending on the nature of the call.
22. Lead Search

The Lead Search step brings the CSR to a previously scheduled appointment or event registration, giving them the ability to search for the caller’s name. Typically this is used to reschedule or cancel an appointment, auto-filling the caller’s information so the CSR does not need to ask for it again. For example:

Text: I can help you with that. May I have your last name please? (R)(L)(L)(If not found, change criteria and search again)(E)

Next Step: This is a pre-programmed Logic Option – options are ‘Found’ and ‘Not Found’.
Found – If CSR finds the person’s name, they go to the scheduling step.
Not Found – If the person’s name is not found, the path takes the CSR to a First Name step.
Text: I’m sorry, I was not able to find your appointment. Let me go ahead and set a new one for you. May I please have your first name? (The script will go to the Appointment path.)

23. Lead Distribution

Use this step to send messages to different locations, depending on variables in the script such as location, zip code, and Multiple Listing properties. This is actually a Logic Option step, with too many choices for a simple Logic Option.

Lead Distribution: This is where the distribution lists are made, named, and assigned to the specific locations.
Text: Function(LocationPath)
Next Step: Must be a Logic Option, where the options are the Distribution Group Names.

24. Transfer

This is a cold transfer. Use this step to call a pre-programmed contact number, transferring the caller to the line immediately when the line rings. There is no interaction between the CSR and the contact person. The caller’s information may or may not be gathered prior to the transfer.

Text: One moment please while I transfer you.
Transfer Number: This step is programmed with either a manually entered phone number, or a checkbox labeled, “Use location information for transfers,” which will pull the transfer number from the Location the path is assigned to.
Next Step: This is preprogrammed with the Call Result Field, for example Call Transferred.

25. Reach On Call

This step is used after the caller’s information is gathered and the call is disconnected. The CSR follows the instructions in this step to call a contact number and relay a message to the contact, or ‘On-Call’ person.

Text: I am going to reach out to the Doctor right now and have him give you a call back as soon as possible. Thank you for calling.

Instructions:
1. Call Dr. McGowan (7r19045558787\9047483123), n/a, l/w, 5q.
2. Call Dr. Harrison (7r19045559012\9047483123), n/a, no message, 5q.
3. Call Dr. Stevens (7r1904555345\9047483123), n/a, no message, 5q.
4. Call Dr. Hart (7r19045552121\9047483123), n/a, no message, 5q.
Repeat Until Contact.

26. Closing

In the Closing step, the CSR will say a short statement and disconnect the call. There may be additional instructions for the agent, but the caller is disconnected at this point, unless being transferred.

Text: I will send this message to the office and they will follow up with you as soon as possible. Thank you for calling and have a nice day.

For additional information, feel free to contact our Customer Service department.

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