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Overview
A receptionist script is a decision guide, not a speech to recite. It should help an agent sound like part of your business while gathering the information needed to route the call correctly.
Write the opening
- Use the business name and an approved greeting.
- Confirm pronunciation for names, products, and locations.
- Keep the first question broad enough for the caller to explain the reason for the call.
Define the information to collect
- Identify required details for each call type.
- Explain why a sensitive or unusual question is necessary.
- Avoid collecting information your team will not use.
- Provide spelling and read-back rules for names, numbers, addresses, and appointment details.
Turn routing into clear decisions
- List the conditions for a message, warm transfer, cold transfer, appointment, or escalation.
- Name the destination and a backup for each path.
- State what the agent should tell the caller before a transfer.
- Define the fallback if the destination is unavailable.
Cover the exceptions
- Add instructions for callers who will not provide required information.
- Explain how to handle requests that are outside the approved scope.
- Separate urgent calls from emergencies and direct emergencies to the appropriate public service.
- Provide a safe response when the knowledge base does not contain an answer.
Review it as a conversation
Read the script aloud and test it with several caller scenarios. Remove internal jargon, repeated questions, and instructions that force the agent to interrupt. After launch, update the script when call reviews show a recurring point of confusion.
