travel account call center script

• Sales CRM Software
• Application Portals
• Call Center CRM
• Mobile CRM App
• Omnichannel Communication CONVERSE
• Reporting Dashboard SIERA
• Lead Management System
• Opportunity Management
• Sales Process Automation
• Sales Tracking
• Door-to-Door Sales
• Remote Team Management
• Field Sales CRM
• Merchant Onboarding App
• App UI/UX Customizer CASA
• Outside Sales CRM
• Field Force Automation
• Collections Management
• Field Force Tracking
• Event Campaign Management
• Bancassurance Management
• Marketing Automation
• Chatbot - Website
• Chatbot - WhatsApp
• Landing Pages
• Email Campaigns
• Lead Capture Automation
• Lead Engagement
• BTL Marketing Automation
• Advanced Marketing Analytics
• Hospitals and Clinics
• Hospice and Palliative Care
• Fertility Clinics
• Dental Care
• Diagnostics Labs
• ACQUISITION
• Patient Intake Automation
• Patient Appointment Scheduling
• Healthcare Call Center Solution
• Patient Experience Management
• Self-serve Patient Portals
• EHR Integration
• Physician Empanelment
• Security and Compliance
• Patient Engagement
• Higher Education
• Pre-schools and K12
• Training Institutions
• Student Recruitment Software
• Admission Portal
• Teacher Onboarding
• Publisher Portal
• Admission Software
• Credit Unions
• Securities and Trading
• Lending CRM
• Loan Origination System
• WhatsApp Lending Bot
• Debt Recovery Automation
• Bancassurance Solution
• PAPERLESS ONBOARDING
• e-KYC Solution
• Video KYC Solution
• Merchant Onboarding
• Merchant Lifecycle Management
• Travel and Hospitality
• Agriculture
• Home Improvement
• View by Industries
• 15+ Super-effective Call Center Scripts for Agents and Tele Callers

What makes a great call center script? 

A script that doesn’t sound like one. 

Sixty-nine percent of customers  say they hate it when a call center agent reads from a script. So, the key here is not to let your customers know that they are read to from a script. 

Think about it:

We all rehearse important calls, calls that can make or break deals. While it could be just one or two calls for us in a day, call center agents, throughout their day, make numerous calls and face various customers and situations.

Exercising your brain every time to respond can be difficult. And, what if you cannot come up with a smart reply instantly? Oops, a bad experience for the caller. But, of course, you can handle an anticipated situation is by practicing how to deal with it beforehand.

Call center scripts help you do just that.

It helps you determine what you are going to say, on what cues, and how you are going to say it. It’s similar to a script for a play or a theatre, where lines are laid down for the actors to act on. Besides acting or directing, the script will determine the quality of a play. Similarly, a good call center script can bring out the best in you.

So, the question now is, how to write a great script? 

Firstly, you would want to maintain information consistency across different scenarios. For an agent, a script is most needed to-

• Introduce themselves 
• Handle customer problems
• Sell products
• Deliver a Call to Action

Let’s check out some sample call center scripts. Feel free to use them as it is or modify them as per your needs.

Table of contents

Opening scripts, objection handling scripts, in the face of competition, fix an in-person meeting, complaint handling scripts, repeat phone calls, script to ask for referrals, scripts for talking to referrals, special offers, how to talk to a customer when you don’t know the answer, call ending scripts, why use scripts, best practices for your call center teams, how does call center crm help improve agent efficiency, 1. opening scripts for call center agents.

“Hi, thank you for calling [company name] . My name is [your name] . How may I help you today?”

“Hello, I am [your name] calling from [name of company] . Is it a good time to talk?

Whether you’ve called them or they have called you, start by introducing yourself and your company. 

Revealing the agent’s name is the first step towards establishing a connection.

Give the customer a chance to express consent.

While calling a lead for sale, overriding objections means nailing the sale pitch. Depending on the objection, here are some ways to set them aside. 

At the same time, it is important to distinguish between genuine objections and delay tactics. When objections can’t be overridden, they have to be accepted gracefully. 

As Carolyn Blunt puts it,  “Ask the magic question ‘how does that sound to you today?   If a customer comes up with objections, remember that this is good – it often means they are seriously considering buying.”  

Some of the most common objections and scripts to handle them are listed below:

2. Call center script to handle “not interested” objection

Agent : Good afternoon. Am I speaking to [customer name] ? Customer : Yes. Agent : Hi, [customer name] . I am [agent name] calling from [company name] . Do you have a few minutes you can spare? Customer : Yes, go on. Agent : [company name] is [briefly narrate what your company does] . I am calling to let you know how you can benefit from our services. Customer : Sorry, I am not interested. Agent : I can understand you do not see the need for our services right now. Still, can I go ahead and ask you a few questions? [Ask specific questions that address customers’ pain points. Close-ended questions preferably, e.g.: Do you have enough visitors but not enough conversions?] Customer : Yes. Agent : We specialize in [mention solution to customer’s pain point. Ask further questions that your product can provide solutions to…]

3. Call center script to handle “I’m not the decision-maker” objection

Agent : Hi [customer name] . I am calling from [company name] regarding your inquiry about the CRM package. Customer : I was enquiring on behalf of the marketing director. Agent : It will be my pleasure to arrange demos for both of you. Let me fix an appointment with you, also could you please provide me his number too.

When you have to get past someone else to reach the decision-maker collaborating with the person you have reached is more fruitful than treating them as an obstacle, whether it’s a boss or a partner who makes the decisions.

4. Call center script to handle “I’m busy right now” objection

Agent : Hi, [customer name] . I am [your name] calling from [company name] . This call is with regards to your query on our website. Is this a good time to talk? Customer : Sorry, I am busy right now.  You : That’s completely fine [customer name] . How about I set up a call this evening? Customer : This evening I am going to be busy. You : Sure, Could you perhaps give me a time that works for you? Customer : Okay, call me tomorrow around noon. Agent : Perfect, I will call you tomorrow at 12 pm 

Nobody wants to feel forced into a conversation. Giving the customer a chance to express consent over the call lets them feel respected and helps avoid common objections such as “I am busy” “I have got to go” later in the call. 

The customer exercising consent is more likely to feel more relaxed and not feel like a victim of an aggressive selling pitch. 

5. Script to handle “Price too high” objection

Agent : Hi [customer name] , I am calling from ABC finance. I would like to inform you that you are eligible for a Personal Loan of $10,000. Is this a good time to talk? Customer : No, thank you. Your interest rates are very high. Agent : Sir, I am so sorry you feel that way, but I am sure you will feel better if you let me share a few points. Customer : okay Agent : Our interest rate on personal loans is lower than the industry average, which is 12.5%, and comes with no hidden charges. We offer zero processing charges and a turn-around time of 1 day. Additionally, we offer a floating rate of interest which can significantly lower your interest burden. We will be happy to offer you a detailed quote based on your eligibility.

6. Script for when your prospect is already in touch with a competitor

Agent : Hi, [customer name] . I am [your name] calling from [company name] . I haven’t caught you at a bad time, have I? Customer : What is this about? Agent : Would you be interested in getting the best deal for your used car? Customer : I am already speaking to someone else regarding this. Agent : That’s great. I am sure more options will help you finalize the best deal. If you answer a few questions, I will be able to offer you our best. Would you be interested in our offer? 

7. Script to fix an in-person meeting

Agent : Hi, [customer name] . I’m [agent name] from [company name] . We are a new-age digital marketing firm based in [city] . Can I interest you in a customized package specially designed for businesses like yours? If the response is No, Agent : I assure you if you give me 5 minutes, you will be able to decide better if it can work for you. If the response is Yes, Agent : That’s Great. We have noticed that you have marketed your gym considerably through signage and billboards. We did a little research and found out that  [X%]  of people looking for gyms use social media and search engines to make their choices. Gym X in your area has a great social media presence. Would you be interested in creating a social media presence for your brand too? Customer : Tell me more Agent : We [company name] specialize in digital marketing. We offer [details of services] . We believe a good marketing strategy will increase your visibility and drive sales. Would you like to receive a customized package for your business? Customer : Yes Agent : Excellent! Our representative can drop by at your office to give you some more information. Would 4 pm tomorrow work for you? Customer : Okay Agent : That’s great. Thank you very much for your time today.

8. Call center scripts to handle customer complaints.

Agent : Hi this is [name] from [name of the company] . How are you today? After the customer narrates their complaint, Agent : I’m so sorry to hear that. Please allow me to address it immediately. Can you tell me your full name and order number? In case the customer doesn’t have the order number, Agent : Not a problem, sir/ma’am. Can I get your phone number and address to find your order number? After the customer shares their phone number, Agent : I’m so sorry to hear that. I will need a few details to offer you a quick resolution. Can you please answer a few questions? I promise it won’t take more than [X] minutes. Or Agent : We are extremely sorry our product didn’t meet your expectations. I can surely cancel your subscription. Would you please share with me the reason for your cancellation to help us improve our service?

In case of grievances, customers may call you more than once within a short period. Issues may range from delayed shipping, amount refund, canceled orders, etc. Dealing with a distressed customer is especially difficult; empathy and apologies go a long way in such situations

9. Script for greeting an angry customer who had an outburst

Agent : [name of customer] I am so sorry that you had to experience this. I understand that you are upset, and it is completely justified. Have you tried [provide a solution] ?

Agent : [name of customer] please accept my sincere apologies. I am so sorry you had to go through this, but don’t worry. Can I transfer you to [department name] right away? I am sure they can help you.

Acknowledging a repeat caller saves the customer from narrating their part over again. It shows that the customer is valued, and you are listening. 

9. Conversing with a customer who has called you before

Agent : Hi! Welcome back [customer name] ! I hope we have been able to resolve your earlier issue. If the response is negative, Agent : I know how frustrating this can be. But I’m going to talk to my manager and see how we can resolve your issue. Will it be okay if I [call/email/message] you back once we have a resolution? I promise to get back as soon as we can. or Agent : I am extremely sorry to hear that. I’m going to escalate your concern to my supervisor for a solution. Will it be okay to put you on hold for a moment? or Agent : I understand your problem. Let me work on setting this right.  If the response is positive, Agent : That’s great to know. How may I help you today, [customer name] ?

10. Call center scripts to ask for referrals.

Agent : Hello [customer name] , I am calling from [company name] . [customer name] through this call, we would like to convey our heartfelt appreciation for trusting our services. Customer : Okay. Agent : I hope you have been happy with our services in the past year. If there is anything that we can do for you, please feel free to speak to me about it. Also, is there someone from your friends and family who you think can benefit from our services? Customer : I will have to see Agent : That’s great to hear. I will be sending you a referral code in your registered email id that you can share with your circle to earn credit for your future purchases with us.

11. Call center scripts for referral leads.

Agent : Hi Mr. B, this is Amy from ABC Solutions. You have been referred by your friend Jim who is our valued customer. Is this a good time to talk? Mr. B : Yes. Agent : Mr. B, we provide accounting software for small businesses like yours. I am sure Jim, who has been using our product for over a year, can vouch for our services. We provide an affordable range of options that you can choose from or customize. Would you be interested in signing up for a free 7-day trial?

12. Script to schedule a further call or demo with referral

Agent : Hello Mr. B, I am Amy calling from ABC solutions, do you have a quick minute? Mr. B : Yes. Agent : Mr. B, without taking much of our time, I would like to introduce you to our best-selling accounting software that small businesses like yours love using. We have noticed that you were looking for software online. We have 50 other businesses that have rated us very highly and are our valued customers. I am sure you are evaluating other options. It would be great if we could fix a meeting to understand your needs. Will you be interested in discussing this further? If the response is positive, Agent : Awesome, let me fix a call to understand your requirement and offer you the best solution. How does tomorrow at 11 am work for you?  If the response is negative, thank the customer for their time. No need to push them for something they’re not interested at the moment.

13. Script to introduce a special offer.

Agent : Hi, am I speaking to Mr. B? This is [your name] from [your company] . Can I speak with you for two minutes? Mr. B : Yes. Agent : Mr. B, we are an accounting software company providing accounting solutions for small businesses like yours. We are calling to offer you a [X%] discount this month, as part of our anniversary celebrations. If you are interested in our service, this is a great time to sign up. I would love to tell you more about our product. Or Agent : Hello Mr. B, this is Amy from ABC Solutions. I am calling regarding a special deal meant especially for you. Can I speak with you for two minutes? Mr. B: Yes Agent : Thank you, Mr. B. We are an accounting software company providing accounting solutions for small businesses like yours. We are offering a limited period deal. Our bestselling software will be available to you today at a 15% discount which is valid only for today. Would you be interested in claiming this deal?

14. Scripts for when you don’t know the answer

Agent : I am not sure, but I can find that out. Can I get back to you with more information? Or Agent : I am sorry, but that area is out of my expertise. I can help you by finding out. I will definitely get back to you on this number.

15. Call center scripts for ending the call.

Agent : “Is there anything else I can help you with today? After response , Agent: Thank you very much for your time, [customer name] , and thanks for calling [company name] . We look forward to serving you again. Have a great day! Or Agent : “I’m glad we could resolve your issue. Can you kindly spare a second to evaluate your experience? Your feedback is valuable to us.”

While you might agree on the importance of a good script, you might wonder if being candid can work too. 

The answer is yes and no. 

Yes, being candid can work in certain situations but not at the cost of sounding amateur. While handling a customer, a call center agent is completely on his own. The agent becomes your brand and everything you represent. 

A good script will assist agents when they are stuck in a difficult situation. It will ensure a sound and accurate voice for your customers. A script can provide confidence, and a confident agent means better customer service.

• Having scripts for your call-center agents ready can also  reduce the training  time. Training agents entails preparing them for all kinds of situations: training them to greet, sell, solve and close deals over calls. Good scripts can reduce time spent on training and put them on the call sooner.
• Reduce errors.  Scripts can act as quick reference guides for agents. You wouldn’t have to worry about quoting wrong information when they are reading from a script.
• Ensure consistency and confidence.  A script can provide a consistent experience for one customer over different situations and multiple customers over similar situations. A handy script can be a huge confidence booster for agents in difficult situations, where you will not have to rely on their ability to resolve issues solely.
• Better customer service.  There is hardly any doubt that a script written after careful deliberations will be more effective than an impromptu conversation with a customer. 

These benefits translate into increased revenues through greater efficiency and better customer service.

A good call center script is the basis for a solid customer service strategy and a tool to train new agents. A few best practices to perfect your scripts:

1.  Hire the right agents . Training can do so much if the agent doesn’t have the aptitude for communication. Empathy, politeness, and cheerfulness are prerequisites for an agent.

2. Train them to  listen as much to speak . It’s important to remember that communication is a two-way street, and agents should be trained to listen reflectively. If you’re selling a product via your call center, the listening skill could help you go a long way. The best sales reps do so. Research also shows that  43:57 is the ideal talk-to-listen ratio for closing sales . 

3.  Roleplaying . Enacting various scenarios with different personas can help agents prepare for different scenarios.

4.  Prepare flexible scripts.  There should be enough room in a script for adjustments. No matter how much you prepare, agents come across situations that they haven’t prepared for. Have a script handy for such occasions as well

5.  Empathize, don’t patronize . While scripts are great, what isn’t great is customers being aware of them. An agent reading from a script can get pretty frustrating, especially when a customer is at the receiving end of a cold call or is calling with a problem. What can help is personalization and genuine empathy. It can make the customer feel heard and not patronized.

6. Prepare scripts by  borrowing from your well-performing scripts . Identify agents who are doing great and use the learnings to better other scripts. Research competitor’s scripts and what works.s

7.  Take feedback . Good feedback to keep you at it and negative feedback to identify and rectify. Consistently review scores that evaluate customer satisfaction and quality of calls.

So, these are some quick tips to make the most of your calls.

But before we wrap up, here’s a piece of friendly advice.

Get yourself a nice  call-center CRM .

By now, you’ve understood how to talk effectively with customers and prospects.

Next, you need to know is how do you improve your calling efficiency.

For example, if you make 30 calls in a day, how can you make it 50 per day. And all without compromising the quality.

The answer is, if you can reduce the time spent on grunt work—making notes, updating caller records, etc., you can give more time to calling. Plus, if somebody can do that for you (I’m referring to CRM software ), you’ll be offloaded of work a bit, and you’ll be at peace. Hence, more productivity. 

Here’s how a call center CRM can make your life easy.

• Capture and  route  your caller to the call center agents. You can do it in a round-robin manner. Or you can create your own  distribution rules .
• A personalized sales pitch means higher chances of sales. Gain access to the prospect’s details, interests and activity, and conversation history with  behavioral tracking .
• If the person you’re calling isn’t available, send an automated text or email requesting a suitable time to call.
• Track and record call for audit and training purposes—measure  call center KPIs  to ensure better  CX  (customer experience).
• Integrate your dialer/cloud telephony/IVR with CRM and track interaction history. You can even create leads from voicemails and follow up with them as per your schedule. LeadSquared call center CRM provides out-of-box integration with  cloud calling solutions  like  RingCentral ,  CallTrackingMetrics , Ozonetel, and more.
• Easily track your/your team’s performance.

“Smart views help our agents intercept all the incoming requests quickly & call the patient in a few minutes, reducing the decision-making time. Our daily call center efficiency per agent has increased by 60%. “ Siddhartha Nihalani, AVP—Engineering, Practo

Do you want to get such results too?

Book a free 20-minute demo with us!

Take a demo now!

With a master's degree in business administration, Disha has over 9 years of experience in Banking operations and FMCG sales. She specializes in business content and loves to dive deep into the market. When not writing, she spends her time reading and obsessing over dogs.

Table of Contents

• Share on Facebook
• Share on Twitter
• Share on WhatsApp
• Share on LinkedIn

Want to see LeadSquared in action?

• Customer Portal
• Performance Management
• Dev Platform LAPPS
• Help Portal
• Pricing SALES
• Pricing MARKETING
• Education CRM
• Healthcare CRM
• Insurance CRM
• Banking CRM
• Real Estate
• Marketplace CRM
• Manufacturing CRM
• What is CRM
• What is lead management
• What is vendor management
• What is sales management
• Case Studies
• Guides & Blogs
• Compare CRM
• CRM Glossary
• Sales Glossary
• Media & News

GET IN TOUCH

(+1) 732-385-3546 (US)

080-46971075 (India Sales)

080-46801265 (India Support)

62-87750-350-446 (ID)

• Legal & Compliance

[Webinar] Sales Automation 101: Unclog your Sales Pipeline

What should you look for in a CRM software?

• Intermediate
• Academic Listening
• Life Stories
• Language Games
• English Idioms
• Basic English Quizzes
• English Culture Videos
• Vocabulary Lessons
• ESL Vocabulary Quizzes
• Live Broadcasts
• Who's Randall?
• Terms of Use
• Speaking Events
• License ESL-Lab Content
• First-Time Users
• Audio/Video Help
• Self-Study Guide
• ESL Study Handouts
• Randall's ESL Blog
• Randall’s Favorites
• Tips for Teachers
• Recommended Products
• Contact Randall
• DailyESL.com
• Trainyouraccent.com
• EZslang.com

General Listening Quiz

“travel arrangements – script”, listening exercise.

Listen to the recording on travel arrangements and read along with the conversation. Review the key vocabulary and the sample sentences.

Travel Agent : Freedom Travel. How may I help you?

Caller : Yes, I’d like to make a flight reservation for the twenty-third of this month.

Travel Agent : Okay. What is your  destination ?

Caller : Well. I’m flying to Helsinki, Finland.

Travel Agent : Okay. Let me check what flights are  available .  [ Okay ] And when will you be returning?

Caller : Uh, well, I’d like to  catch  a return flight on the twenty-ninth. Oh, and I’d like the cheapest flight available.

Travel Agent : Okay. Let me see. Hmm, hmm . . .

Caller : Yeah?

Travel Agent : Well, the price for the flight is almost double the price you would pay if you leave the day before.

Caller : Whoo.  Let’s go with  the cheaper flight. By the way, how much is it?

Travel Agent : It’s only $980.

Caller : Alright. Well, let’s go with that.

Travel Agent : Okay. That’s flight 1070 from Salt Lake City to New York, Kennedy Airport,  transferring  to flight 90 from Kennedy to Helsinki.

Caller : And what are the  departure  and arrival times for each of those flights?

Travel Agent : It leaves Salt Lake City at 10:00 AM, arriving in New York at 4:35 PM, then transferring to flight 90 at 5:55 PM, and arriving in Helsinki at 8:30 AM the next day.

Caller : Alright. And, uh, I’d like to request a  vegetarian  meal.

Travel Agent : Sure, no problem. And could I have your name please?

Vocabulary and Sample Sentences

• destination   (noun) : the place a trip ends – We’ll reach our  destination  by 3:00 PM.
• available   (adjective) : not busy, ready for use  Are there any seats  available  on the next train?
• catch   (verb) : get – You can  catch  a taxi outside of the hotel lobby.
• go with   (phrasal verb) : choose something – I think I’ll  go with  the budget tour to Hawaii on this trip.
• transfer   (verb) : change to a different transportation line – You’ll need to  transfer  to a city bus when you arrive at the train station.
• departure   (noun) : the act of leaving – Passengers should check in two hours before their  departure  time.
• vegetarian   (noun) : one who eats little or no meat, fish, or animal products – Although Charles considers himself a  vegetarian , he sometimes eats chicken.
• Easy Listening
• Intermediate Listening
• Difficult Listening
• Academic English Listening

• Standard Operating Procedures
• Troubleshooting Guides
• Context-Sensitive Help (for Employees)
• Online Searchable Knowledge Base
• Content Creation
• Knowledge Base Article Types
• Author Action Panel
• Authoring Management
• Permissions Management
• Content Certification
• Notifications
• Integrations
• Knowledge Base Demo Videos
• Employee Performance Support
• New-Hire Training & Onboarding
• Find & Follow Workshop
• Content Coaching
• Content Optimization
• Content Migration Services
• For Internal Operations
• For Contact Centers
• For Credit Unions
• Customer Stories
• Learning Center
• Knowledge Base 101
• The Webinars
• Implementation Help
• Resource Center
• Creating Support Documentation
• Onboarding Users
• Training Best Practices
• Intake script
• Retail account
• Billing and payment
• Technical support
• Financial account
• Troubleshooting
• Updating an account
• Closing a call

«  View All Posts

By: Jonathan DeVore on February 7th, 2024

Print/Save as PDF

9 Call Center Script Examples (+ Template)

Have you ever been at a loss for words? Or have you ever witnessed a call center agent get tongue-tied on a call because they don’t know what to say next?

Working as a call center agent is an intimidating job. Reps have a lot of information to learn. Then they need to remember that information to answer calls as they handle calls.

That’s a lot of pressure. When you have call center scripts, it helps take the pressure off of your call center reps.  It provides them a guide on what to say and do so they don’t have to rely on their memory.

For 11 years, I’ve worked as a content coach at ScreenSteps, a  knowledge ops solution  that helps call centers. In this time, I’ve helped companies  use best practices to write clearer and more efficient scripts  that save their call centers time and money.

Use this blog post as a source of inspiration for writing your call center scripts. These nine scenarios are common procedures across different call centers.

DOWNLOAD CALL FLOW TEMPLATE For additional help,  here is a free call flows template to help you organize your call center scripts and call flows.

What is a call center script?

Before we dive into the examples, let’s define what a call center script is .

A call center script is a document that helps call center agents know what to say and do. It is both a conversational and operational tool that aids your customer service agents on calls.

Call center scripts are precisely written to optimize a call. It is organized in a specific order for efficiency. Agents are expected to follow the scripting verbatim.

Call flows vs call center scripts

Another approach to call center scripts is call flows. A call center call flow  is more of an outline of how a call should be handled.

It still offers a specific order for asking questions and performing tasks, but there is more flexibility. A call flow prompts agents on what to say and do.

Often, when people talk about call center scripts they are actually talking about call flows.

🔎  Related:   Call Center Script vs Call Flow: What Are They? When Should I Use Them?

A warning: One common mistake with call center scripts

When content authors create call center scripts, they are often tempted to write every call from beginning to end. These call center scripts include multiple procedures in one call flow. It ends up being the size of a manual.

Instead, you should create mini-scripts for different procedures . Not one big script. Each procedure should have its own script. Your call center agents will pull up these separate scripts while they are on a call depending on what they need.

It helps to have a system — like a call scripting software or a knowledge base  — to help your agents access these call center scripts and call flows quickly while they are on a call.

Related:   6 Tips for Writing Clear Call Flows in Customer Service

9 call center script and call flow examples (full scripts)

For your call center, you’ll need a script for each of the main processes and procedures. These nine examples will help you get started on your call center scripts and call flows.

Feel free to copy and paste these examples and make them your own. Or you call download our free call flows template to help you write your own scripts.

The script in italics is recommended phrases for call center agents to say. Regular text notes on what to do.

1. Call center script for call intake

No matter your industry, you will always have an intake script. So this will be the first procedure in your process. This is the opening to every call your agents answer.

With a call center intake script, your goal is to help your agent identify why the person is calling as quickly as possible. This helps the agent resolve the call faster. That means you need your agent to direct the call .

Once reps get to Step 3, Act , they will need to reference a separate guide/script/flow.  Those are dependent on the purpose of the call. Each purpose should have an independent procedure to complete the necessary task.

1. Greet and Verify Thanks for calling Acme Bank. My name is _________. Can I have your name and account number? Alternatives if they don't have their account number: Last 4 of social Two security questions answered correctly 2. Identify purpose of call Actively listen Ask clarifying questions Get agreement on what the call is about 3. Act Locate the correct resource Review resource Apply guidance from the resource

Additional opening lines for a call

• "Hi, thank you for calling _________. My name is _________ and I'll be assisting you. How can I help you today?"
• "Thank you for calling __________. My name is ____________. How can I direct your call?"
• "Thank you for contacting ________. My name is ___________ and I'll be directing your call. How can I assist you?"

2. Call center script for healthcare

The healthcare industry is expansive. From primary care to dermatologists, there are a wide variety of different specialists. They all need a team to schedule their patients and gather insurance information.

Many offices in the healthcare industry hire business process operations (BPOs) to manage their customer support  for scheduling patients.

Because each office has its own processes and information they need to gather, you need a call center script to make sure patients are prepared for their appointments .

Here is an example of a basic script for scheduling patients.

Thank you for calling Medical center. This is ____ speaking. How may I assist you? Listen for purpose of call and  take notes Is patient already in system? Yes  – When was patient last seen? Over 30 days ago –  Schedule as new visit using doctor table Less than 30 days ago  – Schedule as follow-up using doctor table No  – When was patient last seen? Over 90 days ago –  Schedule as new visit using doctor table Less than 90 days ago  – Schedule as follow-up using doctor table Is patient a Worker’s Comp patient? Schedule using doctor table ONLY schedule physicians who work with WC Yes –   Complete WC paperwork No  – Schedule using doctor table Yes  – Is this patient a Location A patient? No  – Create new record Confirm communication preference with patient Inform patient of what they need to bring to appointment Recap the call End call

3. Call center script for a retail account

One common retail question is: “Can I return this item?” Here is an example script to help you handle the return procedure.

Was the item purchased over 30 days ago? Yes – Unfortunately, you cannot return items  purchased over 30 days ago No – Was the item damaged when it was delivered? Yes –  Unfortunately, you cannot return items  that have been opened No  – Is the value of the returned item over $300? Yes  – I will need to get my supervisor to approve the return No – We can process the return for you. Yes – We can process the return for you. No – Have you opened the item?

4. Call center script for billing and payment

If a customer needs to update their billing or wants to make a payment, here is an outline of what a call center agent should say.

Note:  This script is dynamic.  It allows you to follow prompts according to the choice the caller makes. They can read the words in italics verbatim or follow the general instructions.

Would you like to pay by credit card, check, or bank transfer? Credit Card Would you like to provide credit card information over the phone or would you like to use a secure link to fill out the information online? Over the phone – Take information over the phone Secure link  – Send secure link Check Make the check payable to __________________ and send it to PO Box Beverly Hills 90210 Bank Transfer Provide the following information: Account number: 4858724569u2569345 Routing number is 48576983483

5. Call center script for technical support

One common reason customers call is they can’t figure out how to do something on your company’s website or they need some other technical support.

Here is an example of a call center script that an agent would use if asked: “How do I set up Single Sign-on with Salesforce?”

Notice the use of a checklist to make it easier for agents to go through a list of tasks in a particular order.

Confirm your account is set up for Single Sign-on Do you want to set up Single Sign-on at the account level or site level? Account level – No additional steps Site level  – Confirm your site is marked as private Does your Salesforce instance use My Domain? Yes  – Complete the following tasks: Generate a self-signed certificate on Salesforce.com Enable Salesforce as an Identity Provider Download Metadata from Salesforce Upload Metadata to system Copy the SAML Consumer URL and Note Entity ID Create a Connected App in Salesforce Enter Basic Information Enter Web App Settings and Save Assign User Profiles to your Connected App in Salesforce No  – Complete the following tasks: Confirm you have a sandbox Create Salesforce.com login URL Configure Remote Login URL and copy Remote Authentication Token Create New Class in Salesforce Paste in Controller Code Create a Visual Force Page Paste in Page Markup Set permissions for the Visualforce Page Test the connection Deploy code to production and update URL in system

hbspt.cta._relativeUrls=true;hbspt.cta.load(120141, 'aa346315-5110-4e30-a959-d79407eff620', {"useNewLoader":"true","region":"na1"});

6. call center script for a financial account.

Banks and credit unions have a variety of different accounts for people to set up. If a customer wants to open a personal account at your bank, here is an example call flow.

Notice how the script examples don’t necessarily use full sentences . Sometimes they leave out articles like “the” and “a/an.”

Complete the following Determine if DISCOUNT Rate applies Confirm customer does not need two signatures Provide the applicable Brochures and Privacy Notice Review Personal Deposit Account Agreement and Disclosures Review interest table if applicable Is account interest bearing? Yes – Explain rules, penalties, and rates No  – Explain rates Yes – Is it a CD? No  – Nothing additional Is customer applying for Debit/ATM card? Yes  – Provide Bank Disclosure No  – Nothing additional Is customer subject to the risk assessment? Yes  – Perform risk asssessment No  – Nothing additional         Sign documents Gahter ID Review Accounts that were opened Remind customer about fund availability policy Remind customer of branch locations

7. Call center script for troubleshooting

Customer support is available to help customers when something isn’t working properly. When that is the technology isn’t working or another issue, you need troubleshooting guides so your call center reps can remotely help customers troubleshoot issues.

This troubleshooting guide example shows a troubleshooting guide for when a printer isn’t working.

Notice how each troubleshooting step is a brief instruction and that each step is presented as a bullet point.

The problem can be caused by your printer, computer, or wireless network. The first thing we'll  check is whether your printer can print without the computer . Do the following to check whether it can print Load paper Press Home button Select Setup > OK Select maintenance and press the OK button Select Nozzle Check > OK Press the Start button Did the printer print? Can you print now? Navigate to System Preferences Select Print & Scan Select your Printer Click – to remove printer Click + to select your printer with Kind set as Bonjour Yes  – Success! No – Continue troubleshooting Yes  – Review error chart for solutions No  – Escalate call to technical support Yes – Delete pending jobs in print queue No  –  Check LCD for error messages. Does it have any?

8. Call center script for updating an account

Most companies require authorized account owners to make changes to an account. Here’s a call center script to help agents ask the right questions in the most efficient order .

Is the requestor the account owner? Is proposed account owner an Admin? Yes  – update account owner No  – request that they make proposed owner an Admin Yes – Request that the current owner reach out to request the change No – Do they have access to their email? I'm going to confirm this request with the other Admins on the account. If they confirm, make the update. If they do NOT confirm, escalate to manager. Yes  – Send email to account owner's email address No  – Send email to other Admins on account Yes  – Ask for name of proposed account owner No  – Is current owner available?

9. Call center script for closing a call

Once you’ve resolved the issue or completed the purpose of a call, your rep needs to close out the call. That involves more than saying “goodbye.”

How do you want your agents to sign off on a call? What do they need to do after finishing a call? Here is a basic call closing script with a procedural call flow for step 2.

1 . Close call If call was resolved:   I'm glad I was able to help! Have a great rest of your day. If call was NOT resolved:   I'm sorry we weren't able to get this resolved for you. [Repeat any action items that need to happen in order to resolve the call.] 2 . Wrap up work Update status to "After call work" Document notes Perform any tasks that must be completed Update status to "Ready" when finished

Reduce agent mistakes with clear call flows and scripts

Writing call center scripts is challenging. You are creating a guide for the optimal way to perform a call to help your call center agents be more efficient. When you are documenting these call center scripts in Word and other text formats, your capabilities are limited.

It helps to have interactive call center software — like call scripting software or a knowledge base  — to help you write clearer guides. These software programs help walk your call center reps through a call step-by-step.

With a ScreenSteps knowledge base, our interactive workflow articles provide step-by-step instructions. Call center agents to make fewer mistakes because the guides help them so they don’t miss vital steps.

If you want to write clearer call center scripts and call flows, download this free call center template . It will help you outline the information you need to include in your call flows.

About Jonathan DeVore

Customer Success

• Why CallMiner?

See how we help you translate customer insights into business value.

Contact Center Experience

Frontline agent experience.

Deliver exceptional frontline agent experiences to improve employee productivity and engagement, as well as improved customer experience.

Quality Management

Leverage intelligence to more effectively manage your QA program at scale, driving quality outcomes and improving CX.

Contact Center Efficiency

Improve customer experience with operational efficiency and quality in the contact center.

Risk & Compliance

Understand voice and text conversations to uncover the insights needed to improve compliance and reduce risk.

Fraud Detection

Analyze 100% of customer conversations to fight fraud, protect your brand reputation, and drive customer loyalty.

Sales Effectiveness

Leverage sales conversations to more effectively identify behaviors that drive conversions, improve trainings and meet your numbers.

Experience Management

Customer experience.

Reveal patterns and insights at scale to understand customers, better meet their needs and expectations, and drive customer experience excellence.

Product Experience

Use customer insights to power product-market fit and drive loyalty. Improve quality and safety, identify competitive threats, and evaluate innovation opportunities.

Brand Experience

Capture unsolicited, in-the-moment insights from customer interactions to better manage brand experience, including changing sentiment and staying ahead of crises. 

Conversation analytics provides business insights that lead to better patient outcomes for the professionals in the healthcare industry.

Communications

Make your telecom and communications teams stand out from the crowd and better understand your customers with conversation analytics software.

Take your omnichannel retail and eccommerce sales and customer experience to new heights with conversation analytics for deep customer insights.

Finance & Banking

Delivering the best customer experience and staying compliant with financial industry regulations can be driven through conversation analytics.

Collections

Increase revenue while supporting customers in the tightly monitored and high-risk collections industry with conversation analytics.

Conversation analytics makes it possible to understand and serve insurance customers by mining 100% of contact center interactions.

Energy & Utilities

Conversation analytics can help energy and utilities companies enhance customer experience and remain compliant to industry regulations.

Adopting cutting edge technology, like AI-powered analytics, means BPOs can help clients better understand customer interactions and drive value.

Travel & Hospitality

Drive CX, loyalty and brand reputation for your travel and hospitality organization with conversation intelligence.

Conversation analytics provides business insights that lead to better CX and business outcomes for technology companies.

CallMiner Eureka Platform

Analyze customer interactions at the deepest levels to gain insight.

PRODUCT SUITE

• Screen Record
• Solution Catalogue
• Integrations

Customer Stories

Learn how we’ve helped businesses like yours grow and transform.

• Customer Success

CallMiner Customer Connect

Visit our customer community to ask, share, discuss, and learn with peers.

• Learning Center

Learn from our experts with these whitepapers, webinars, and case studies.

Explore All

Additional Resources

• CallMiner Research Lab
• Frequently Asked Questions

CX Landscape Report

CallMiner lifts the lid on recent CX industry trends

Discover where we’ve come from and where we’re going.

Meet CallMiner

• Investors & Board

Explore product demos and get more pricing details.

Best practices & tips for effective call center scripts

The Team at CallMiner

June 16, 2020

Updated March 6, 2024

What is a call center script?

Call center scripts are documents that help guide agents in their interactions with customers. A good script streamlines these conversations and ensures fast and efficient customer service.

Call center agents must be ready to handle a variety of situations and customer interactions, making scripts for different purposes a must for some companies.

In this guide, we’ll discuss the benefits of using call center scripts. We’ll also review a curated collection of best practices for developing effective call center scripts and how to best utilize them to your advantage.

Your Real-Time CX Enhancement Plan

In this article:

What are the benefits of using call center scripts?

• The downsides of rigid adherence to call center scripts

Tips for developing effective call center scripts

Best practices for using call center scripts, frequently asked questions.

Call center scripts offer several advantages to both agents and customers during interactions. Here’s a look at some of the benefits companies can gain by leveraging call center scripts.

• Ensuring legal and regulatory compliance : Whether you employ scripted language for greeting customers or closing sales or offer special guidance for agents who handle difficult customer interactions, such as agitated customers, scripts can be useful for ensuring agents comply with all legally required language, such as the mini-Miranda for collection agency compliance .
• Facilitating training : Call center scripts can be used as training material for new hires, helping new agents get accustomed to common scenarios and the kind of responses expected from them. Call center leaders can use call recordings to analyze the techniques employed by their top-performing agents, integrating those techniques into scripts to improve performance across the board.
• Guiding agents : Particularly for new or less-experienced agents, scripts serve as a valuable guide. They offer structured guidance, making it easier for agents to navigate the call and ensuring that important points are not missed.
• Ensuring consistent messaging : Scripts help maintain a consistent tone and message during customer interactions. Every agent can provide similar information and guidance, ensuring that customers receive uniform responses regardless of who they interact with.
• Improving efficiency : Scripts allow agents to handle calls more efficiently, as they have predefined responses and guidance available. This can help in reducing the call handling time and improving the overall productivity of the call center.
• Maintaining quality control : Having a script helps maintain a certain level of quality in customer interactions. It assists in avoiding unnecessary or off-point information from being shared, thus improving the overall quality of the conversation.
• Boosting customer satisfaction : By following a script, agents are more likely to provide accurate and complete information, leading to enhanced customer satisfaction . It also ensures that customers receive swift responses, improving their overall experience .
• Reducing agent error : Scripts reduce the likelihood of human error as they provide specific guidelines on what to say and ask, leading to fewer mistakes or omissions during customer interactions.

The downsides of rigid adherence to call center scripts (and what to do instead)

Is your chatbot best serving your customers? 🤖 CallMiner’s Frank Sherlock shares how analyzing chatbot conversations, like any other customer interaction channel, can uncover insights related to failures and help drive #CX improvements. Read more via @callcentrehelp ⬇️ — CallMiner, Inc. (@CallMiner) October 13, 2023

While there are many benefits, it's also crucial to consider the potential drawbacks of using call center scripts too rigidly. Strict adherence to scripts might make conversations sound robotic or impersonal.

Agents might also feel limited in their ability to empathize and adapt to unique customer needs and emotions. Therefore, it's beneficial to use scripts as guidelines and allow agents some flexibility to personalize conversations based on the customer's situation and emotions.

In addition to creating scripts to guide agents in communicating with customers, the use of conversation analytics can aid QA and compliance teams in making sure that agents are acting in compliance with call center regulations , following required scripts, and that the scripts are achieving desired results (such as de-escalating customer frustrations or converting prospects to buyers).

In fact, conversation intelligence tools like CallMiner provide a more flexible way to maintain quality control and compliance , improve efficiency , boost sales effectiveness and increase revenue , and enhance both agent experience and customer satisfaction. The Eureka platform analyzes 100% of customer conversations across channels and provides real-time agent guidance to improve the outcome of every customer interaction, in addition to a wealth of other valuable insights to drive performance improvement .

To help you develop effective call center scripts – and understand when and how to use them wisely – we’ve rounded up 25 valuable tips from call center experts and customer service thought leaders.

Read on to learn more about the key elements for effective call center scripts, when to give agents leeway to go off-script, and how to best leverage call center scripts to boost performance.

1. Avoid creating rigid scripts with no flexibility. Instead, provide real-time performance feedback and agent guidance.

“One of the most significant challenges in a call center is offering feedback to agents promptly so they can adjust how they handle conversations with customers.

“In the past, call centers had to produce their own scorecards based on manually reviewing a handful of recorded calls. The problem with this approach is that it didn’t provide an accurate review of the agent’s performance and the delay didn’t benefit the call center or the customer.

“By purchasing an interaction analytics platform that includes automated scoring, call centers can identify metrics they want to grade agents on, assign weights to different categories, and the system scores every call. With real-time analytics, agents receive next best action guidance while on the call so that they can adjust during the conversation. When agents get assistance without having to go to a supervisor they feel more confident in deciding on their own and customers are happier in the process.” - Leveraging Best Practices to Empower Your Agent Workforce , CallMiner; Twitter: @CallMiner

2. Hire for customer service excellence, because you can’t script sincerity.

“It’s not that hard to notice when you’re dealing with a customer support rep who is less than sincere. They tend to say some of the same things over and over, such as, ‘I can understand why you would feel that way and we are sorry for your inconvenience.’ It’s as if they are reading from a script… because most of the time they are. I actually had one customer service representative repeat that phrase so many times that I asked them to not to say it anymore.

“They aren’t really sorry. At least they don’t appear to be. What they appear to be doing is regurgitating the responses they learned in their customer service training classes or what’s printed on a piece of paper. Maybe they really are sincere; but their company forces them to appear to be insincere, because they are required to go by the script.

“The bottom line is this: You can’t script sincerity!” – Shep Hyken, You Can’t Script Sincerity in Customer Support , Hyken.com; Twitter: @Hyken

3. Call center scripts aren’t always suitable for every customer interaction.

“For many customer service organizations, call center scripts are essential. They help to ensure consistency in detail and messaging, reduce errors, fill in gaps in training and the lack of in-depth product knowledge, and help new reps build confidence. Scripts also help to deal with the high employee turnover rate that plagues some customer service organizations – there isn’t always time for in-depth training. Scripts are training wheels, guides to proper customer interaction, and a valuable internal knowledge base.

“But what about the customer experience? With the focus on taking a people-first approach to customer service and building better customer relationships, do call center scripts really have a place? Reciting scripts and sticking to a predefined path through the customer experience often comes off as rigid and frustrating, and using them may just prevent reps developing any rapport with or empathy for the customer.” – Anton de Young, You don’t always need call center scripts , Zendesk; Twitter: @zendesk

4. Use call recordings to develop effective and natural-sounding scripts.

“Many companies use call recordings to identify problems, evaluate performance, collect statistical data, and so on consumer conversations. You can also use it to build and refine scripts, so they sound natural and conversational.” – How to Create the Perfect Phone Script , Unicom; Twitter: @unicomcorp

5. Transparency and clear, detailed instructions are essential.

“It’s important for agents to be tactful when sharing advice or a solution. Whether walking a caller through complicated troubleshooting steps or explaining why they may need to purchase another product, transparency and clear, in-depth instructions can go a long way.

“Reps should also know the limits of what they can and can’t offer and receive training on when to route a conversation to their manager for additional help.” - Court Bishop, Call center scripts: Script openings, best practices, and template , Zendesk; Twitter: @zendesk

6. Develop scripts that feel authentic.

“What makes a great call center script?

“A script that doesn’t sound like one.

“ Sixty-nine percent of customers say they hate it when a call center agent reads from a script. So, the key here is not to let your customers know that they are read to from a script.” - Disha Bhuyan, 15+ Super-effective Call Center Scripts for Agents and Tele Callers , LeadSquared; Twitter: @LeadSquared

7. Use call center scripts to provide a consistent customer experience.

“A call center script will ensure that your customers will get the same response when they call with a question or issue, no matter which agent answers the phone. Scripting ensures that your brand’s core messages, values, and goals are the foundation of every interaction. By maintaining this level of consistency, all of your customers will have a similar, positive experience with your brand.” – Brittany Wilhelms, 6 Benefits of Call Center Scripts , Call Forwarding; Twitter: @call_forwarding

8. Write multiple possible scenarios into every script.

“What might callers want when contacting your business? Create easy paths for every possible scenario. Is someone calling for an appointment? For information on a product? For your address? For an emergency? For pricing? You get the picture.

“The fact is, sometimes people call your business unsure of what it is they really need. Or they may be calling for one thing, but then realize they need something else while they are on the phone. This makes writing multiple possibilities into your script essential.” – Nick DAlleva, Don’t trip on your script! 6 call center scripting do’s and dont’s , Specialty Answering Services; Twitter: @SpecialtyAnswer

9. Understand customers’ primary fears before writing scripts.

“Before a good script can be written you first need to understand what the primary fears are of the receiver… the customer. Whether you are making an inbound or an outbound call, they both require careful step by step planning on how to help your agent get through the call professionally, personably and results oriented.

“Throughout the years I have had many opportunities to visit various companies and assess their call center. Many of my assessments have identified two primary weaknesses in the agent’s call guides (scripts) that need greater attention. Most scripts do not provide enough focus in the flow to allow agents to easily channel from Introduction to their Post Close. Typically it’s expected that the agent, “think out of the box” but in reality that is not always possible particularly when the agent is new. A poor delivery will ultimately cause a bad reflection on your company and thus causing a decline in sales and in your customer retention.” – Kathy Sisk, The Art of Script Writing , Contact Center World; Twitter: @rajwadhwani

10. Scripts that are too flexible can result in miscommunication.

“On the other end of the spectrum is the new trend in the contact/call center. Instead of a formal script, write a loose set of guidelines to nudge the conversation down a certain path. These guidelines give ample flexibility to the agent to use their judgement when responding to the customer’s questions, complaints, and concerns. Generally, a flexible call script will sound more natural and fluid, but that is not always a good thing. Without clear responses to questions, agents can distribute misinformation, stumble over their words, and portray the company in a less than favorable way.” – Writing A Contact/Call Center Script For Business Goals , Mindsight; Twitter: @GoMindsight

11. Leverage scripts for agent training but do so lightly to avoid creating dependency.

“If you or someone on your team is new to the role, positive scripting can be an incredibly useful training tool. Scripts serve as a starting point, helping new customer service or customer success professionals learn the ropes and better understand the flow of a positive customer interaction.

“But even at this early stage, scripts should be used lightly. To prevent dependency, you might provide general bullet points instead of a long, phrase-by-phrase document. This ensures that the person has enough information to provide an accurate, helpful solution, while limiting the level of standardization.” – Carly Stec, The Do’s and Don’ts of Positive Scripting for Customer Service , HubSpot; Twitter: @HubSpot

12. Develop scripts that include key elements from greetings to thanking the customer at the call’s conclusion.

“Customers and potential customers of an organization frequently call designated customer service telephone numbers to make inquiries about a company’s goods, services or operation. Here’s a simple customer service telephone script to ensure customer service personnel are efficient at collecting relevant customer information while remaining friendly and professional.

• Greet the caller (based on the culture of the organization or region e.g. Good morning, Hello)
• Say the name of the organizations (e.g. ABC Industries)
• Introduce yourself (e.g. Elizabeth speaking)
• Find out why the customer is calling (e.g. How may I help you?)
• Listen to the customer. Take note of key information. Repeat information to the customer to clarify if unsure.
• Provide the requested information or offer to call the customer back when you have the information.

Thank the customer for calling. Add a pleasantry.” – Chinazom Elizabeth Izuora, 4 Customer Service Telephone Scripts for Professionals , Woculus; Twitter: @Ayo_Oyedotun

13. Develop scripts that lead to action.

“Design your script so that it leads to action. Ask yourself: do you want to book an appointment, make a sale, or simply respond to a phone call from your office. If you are a medical call center or medical provider, define your emergencies clearly so that the call center agents can respond appropriately.” – How to Craft an Effective Answering Service Call Center Script , Answer Excellence

14. Use positive reinforcement.

“Beginning a script with positive reinforcement can assure the customer that they made the right decision and that the representative can take care of them. Start your script with positive response questions to create a friendly beginning for the call. Prompt customers to make ‘yes’ responses by asking to verify their name, date of birth or address. Establishing a positive start to the call can create a calm atmosphere and set the tone for the rest of the conversation.” - Call Center Scripts (Purpose, Examples and How To Create Your Own) , Indeed; Twitter: @indeed

1. Reword negative phrases into positives.

“In your call center script, consider rewording negative phrases into positive action. For example: ‘The product will be available in January. I can go ahead and order it for you right now if you’d like so you’ll be one of the first to receive it.’ Call center best practices include using more positive language and finding ways to give more information to the caller.” – Call Center Best Practices: 6 Things A Rep Should Never Say , Salesforce; Twitter: @salesforce

2. Highlight important commands and instructions to aid compliance.

“When you add key bits of information into the script that the advisor must say, e.g. for regulatory reasons, it’s good practice to highlight these. This is because advisors will likely get to the stage where they use the script as a guideline, but the highlight will reinforce the important of the text.” – How to Develop the Best Contact Centre Script , Call Centre Helper; Twitter: @callcentrehelp

3. Tone is everything.

“You could have the best-written script in the world, and it won’t mean much if you’re not energized, positive, and empathetic in your tone. Take cues from these customer service tone tips to make sure you’re acing it.” - Call Center Scripts , Gladly; Twitter: @gladly

4. Have agents practice delivering scripts until it feels natural.

“Some scripts need to be read word-for-word. It may be a necessity to avoid confusion, to handle complex info, to cover legal requirements, etc. Those situations aside, mostly we try to ensure that agents are able to deliver the script in their own words. After all, the point is to make specific points and follow specific best practices, right? Verbatim or not, the best way to come across as sincere and engaged with customers is to practice the delivery so that tone of voice, pacing, and word emphasis all sound natural.” – 6 Tips for Delivering an Authentic Call Center Script , The Connection; Twitter: @TheConnectionCC

5. Provide agents with empathy statements.

“Effective customer service agents of any type need to be empathetic. And that’s not something you can teach. You have to hire for it.

“But you can teach your call center agents effective ways to signal their empathy.

“There are many ways to do this. Call Centre Helper has a great list of 18 empathy statements to use in your call center training . You may notice that they have a lot of things in common:

• They’re helpful
• They express gratitude
• They emphasize respect
• They focus on solving problems quickly

“If your call center agents can do those things, you’ll have a great customer service team.

“Of course, just teaching these phrases and concepts in training isn’t enough. Your team needs to actually use them. Which means you’ll need good scripts as well as practice.” – Dann Albright, Embrace Active Learning (and 7 More Call Center Training Tips) , Continu; Twitter: @continu

6. While you can provide guidance in the form of empathy statements, keep in mind that you can’t script empathy.

“’You can’t script empathy,’ says Bruce Temkin, managing partner of Temkin Group, an omnichannel customer experience consultancy in Boston. ‘The right way to do it is to teach the agents about why you’re trying to show empathy, what is it, and why is it important.’

“For empathy to be genuine, Temkin says. the agents must have autonomy over how they respond, and choose what course of action to take and what words to say. After all, even the best actor will sound wooden after 10 repetitions of a similar script.” – Bruce Temkin, as told to Katherine Reynolds Lewis, Dear Customer Service Centers, Please Stop It With the Scripted Empathy , Fortune; Twitter: @FortuneMagazine

7. Continuously adapt and improve your call center scripts.

“Customer needs and company policy may change over time, and your call center scripts may evolve accordingly. Consider your scripts as works in progress and regularly revisit your scripts to make changes, add language or make other revisions. Make sure to revise any time a product or service changes and whenever there's a change in brand messaging.” - Call Center Scripts (Purpose, Examples and How To Create Your Own) , Indeed; Twitter: @indeed

8. Always ask for more information when you need it.

“You can deliver customers the best experience only if you know their problem inside out. If you don’t have the necessary information, it will be difficult to fix their issue in the way it should. For that reason, you should not hesitate in asking for more information from customers as and when you feel like it.” - Praveen Singh, 15 Powerful Customer Service Scripts for Your Team , REVE Chat; Twitter: @REVEChat

9. Rely on customer service technology rather than expecting agents to memorize many scripts.

“Investing in customer service technology will help your agent to work efficiently. There are some software platforms in which you can create a script which can easily be accessed and used by agents. Memorizing all scripts for all cases won’t help.” – Rafi Chowdhury, Things to Improve your Call Center Script , RafiChowdhury.com

10. Empower agents to problem-solve during nuanced interactions.

“Basic call center training should prepare employees for the new customer service normal: where agents deliver more personalized interactions. Avoid training agents to solve common problems with common solutions or call center training conversation scripts. Instead — empower agents to relationally connect with unique customers with unpredictable issues. This means training on ideas including emotional intelligence, active listening, and problem-solving to prepare agents for deeper, more nuanced interactions.” – Rethinking the Call Center: Customer-First Training , Seismic; Twitter: @SeismicSoftware

11. Compare quality scores and other metrics of scripted and non-scripted conversations to identify shortcomings and refine scripts.

“Once the script has been role-played and advisors have become familiar with the process, it is time to implement it. But it is perhaps best to implement the script with a small number of advisors to begin with.

“By doing so, the contact centre can compare the quality scores , Customer Satisfaction (CSat) scores and handling times of the scripted advisors with those who have stuck to the old methods.

“This approach will highlight any issues with the script before it comes the norm, while providing detail into how satisfied your customers are with your script.” – Positive Scripting for Customer Service , Call Centre Helper; Twitter: @callcentrehelp

What makes an effective call center script?

A good call center script is well-organized, concise, and customer-focused. It should guide the agent through the call flow, providing helpful prompts, possible responses, and probing questions to navigate the conversation effectively. The script should also allow flexibility for the agent to personalize the conversation, adapting to the customer's unique needs and emotions.

How do you convince customers in a call center script?

Convincing customers in a call center script involves empathetic communication, active listening, and providing helpful solutions. The script should guide agents to acknowledge the customer’s issue, reassure them of assistance, and present beneficial solutions or alternatives that align with their needs and interests.

However, scripts should be flexible enough to allow agents to personalize customer interactions and have authentic conversations. Conversation intelligence solutions like CallMiner analyze 100% of customer interactions and provide real-time agent guidance, which ensures quality control and drives better outcomes without the need for rigid call center scripts.

How do I start a cold call script?

Starting a cold call script involves a brief and compelling introduction. For example: “Hello, [Customer's Name], this is [Agent’s Name] from [Company Name]. I hope you're having a good day. The reason for my call is to share some information that could benefit [a specific need or interest of the customer]. May I take a few minutes to discuss this with you?”

What is an example of a warm call script?

A warm call script is designed for a conversation with a customer who has previously interacted with your company.

Here’s an example: “Hello, [Customer’s Name], this is [Agent's Name] from [Company Name]. We had interacted previously regarding [mention the context of the previous interaction]. I’m calling today to [mention the purpose, e.g., follow-up, provide an update, or introduce a new opportunity]. Do you have a few minutes to discuss this further?”

What is the opening script for a call center?

An opening script typically involves a warm greeting and a brief introduction of the agent and company.

For example: “Hello, thank you for calling [Company Name]. This is [Agent's Name]. How may I assist you today?”

What is the best closing spiel for customer service?

A great closing spiel thanks the customer, ensures all their issues have been addressed, and offers further assistance.

For example: “Thank you for contacting [Company Name]. I'm glad I could assist you today. Is there anything else you would like help with? We appreciate your business and are here to support you whenever you need assistance. Have a great day!”

Product Demo Videos

Additional resources you might like:.

2024 Contact Center Decision Makers Guide US

How to Lead a Business Transformation

Navigating the Modern Omnichannel Contact Center

Related posts, 25 conflict resolution strategies for customer service.

Learn some of the best conflict resolution strategies for customer service agents that can help improve customer experience in your call center.

7 Important Call Center Skills Every Agent Should Have

Call center representatives must go above and beyond to ensure customer satisfaction. Learn what call center skills are crucial for a great customer e...

25 Employee Satisfaction Survey Questions You Need to Ask

Understand these top 25 key employee satisfaction questions that you should be asking your employees for better insight and results.

CallMiner is the global leader in conversational analytics to drive improvement of business performance . Using AI and machine learning technologies, CallMiner captures and analyzes 100% of conversations across all channels to deliver greater insight into the omnichannel customer experience . Emotion and sentiment analysis and automated customer journey map tools provide clearer understanding into the customer journey and how customers feel about every touchpoint. Automated performance scoring and deeper feedback from every conversation deliver the insight needed to optimize call center operations and agent and call center performance. CallMiner’s call center analytics also enables call center managers to create a culture of persistent improvement through real-time and post-call coaching, data-based feedback, and progress monitoring.

• Industry Solutions
• Use Case Solutions
• Role Solutions
• CallMiner Customer Stories
• Individual Rights
• Terms of Use
• Privacy Policy

Call Center Travel Account Explained: Tasks & Processes

If you found this post through Google Search, chances are, you either have an interview coming up or you just got hired to work for a call center travel account. In that case, good luck or congratulations! While product training will definitely be provided, it’s still best to start your training with a decent idea of how the travel industry works. Especially if you’re a newbie.

Since most call center training could feel quite rushed and overloaded with information than any trainee has time to fully digest, it could be challenging to grasp the processes. So, in this article, you’ll learn the basics of the travel account, its structure, the parties involved, the job description, processes, and what to expect as a complete beginner. So as soon as you start training you’d have a pretty decent idea of the basics and can proceed learning your account’s knowledge base.

Table of Contents

What is a call center travel account.

A travel account is a call center campaign that caters to the travel industry. Depending on the company, the job descriptions vary, but it all boils down to this: ensure that the customers get the best experience out of their travels. To understand travel account, know that there are 3 main parties involved : the customers (travelers), the direct vendors, and the travel agencies.

The vendors are direct providers of travel-related services (hotels, airlines, tours, car rentals, travel insurance, etc.). Travelers book from these vendors. However, some prefer not to and instead book from a third party: travel agencies .

Examples of travel agencies

Travel agencies do not provide the services like direct vendors. Instead, they buy tickets from direct vendors and then resell them to travelers. In a way, they are resellers.

You may ask: Why book from a third party when you can book from direct vendors? After all, wouldn’t prices be cheaper from direct sellers? Well, not necessarily. Because travel agencies buy tickets from vendors in bulk at a special rate, it is entirely possible for travel agencies to offer cheaper prices than direct vendors themselves.

This is a win-win for both parties. While vendors sell their tickets at a lower rate to agencies, they get sure sales in bulk. The profit must be substantial enough to allow discounts.

Pros of booking from travel agencies

For travelers’ side, there are even more reasons to book from travel agencies. Travel agencies can:

• Connect travelers to trusted vendors.
• Find flexible fares that fall within the budget.
• Take the burden off of having too many choices.
• Offer more convenience and flexibility in the event of cancellations and changes.
• Curate itineraries according to the needs of each traveler.

Of course, some customers still prefer to book directly from vendors but there’s also a considerable percentage of travelers who heavily rely on travel agencies.

Travel agent job description

Travel agents’ roles can vary depending on which LOB (line of business) you’re assigned. Some do sales, customer service, or a little bit of both.

• Answer booking and billing inquiries.
• Keep records of client bookings.
• Book accommodation, transportation, and tours throughout the trip.
• Plan itineraries based on clients’ budgets, preferred travel dates, destinations, and transportation.
• Handle unforeseen issues that arise (delays, cancellations, refunds, complaints) by contacting vendors on behalf of clients.
• Ensure that clients are aware of travel policies and requirements like visas, passports customs, insurance, and vaccinations.

These are just the most common tasks. Depending on a company’s requirements, a travel agent’s job description could vary into a more specialized nature.

Travel account mock call

To give you an idea of the typical issues that travel account CSRs encounter on a daily basis, here’s a mock call between a client and three travel customer service representatives from three companies: an airline, a hotel, and a travel agency.

Scenario : The customer’s flight was rescheduled a day later due to bad weather. However, she needs to fly on that same day or miss an important dinner meeting. She also booked a non-refundable hotel ticket.

Customer calling a travel agency

Agent:  Thank you for calling Kwestyon Travel and Tours. This is Candace, how may I assist you today? Customer: Yes, Candace. Listen, I’m a little tense here. The airline, all of a sudden, rescheduled my flight to tomorrow, it’s supposed to be today at 9AM. And I sure booked that flight for a reason. I have an important dinner meeting this evening. So any flight after 3 PM is useless to me. I need the soonest available flight today. Today, not tomorrow. And that’s not all. I have a non-refundable hotel reservation. So you tell me, what do I do now? Because I’m in a tight spot here. Agent: I’m so sorry for the experience. I’ll do my best to help you with this as soon as possible. Why don’t we start with your flight booking then we’ll go over your hotel reservation afterward? Customer: Okay. Please. It’s an important dinner meeting. For work. I cannot miss it. I booked it so early! And now this? Agent: I understand the urgency of your concern. My top priority right now is to get you the earliest flight possible before 3 PM. I’ll check all the options we have for you. May I have your name and flight booking? Customer: My name is Tabitha Ratched. Flight booking number is KLM359.  Agent: Thank you.  Allow me a few minutes to go over the records here. One moe Customer: I need the next flight today, before 3 PM. Nothing later than that. Okay? Agent: I understand. Let me just pull up your records here. One moment… Okay, upon checking here, we can only reissue tickets for the next day’s flight on my end but I’ll go ahead and call US Pacific Airline.  I will explain the situation you’re in and check if there are available seats for the next flight today.  May I put you on hold for 3-5 minutes while I talk to them? Customer: Okay, I’ll wait. You have to fix this. Agent: I will try my best.   I’ll be right back. Please hold. Customer: Okay.

Travel agent calling an airline company

Airline: Thank you for calling US Pacific Airline. This is David. How can I help? Agent: Hi, this is Candace from Kwestyon Travel and Tours. I’m calling for our mutual customer, Tabitha Ratched. Her flight booking number is KLM359 (Kilo, Lima, Mike). Her flight is set for today at 9:00AM but I’m seeing your airline has moved it to tomorrow. I have her on the other line and she’s in a tight spot right now. She has an important work-related meeting later today and has a non-refundable hotel booking also affected by the change. Is it possible to move her flight to the next flight today Airline: Okay. Give me one moment. I’ll check it for you. Agent: Sure. Airline: Yes, our apologies. There were some delays due to maintenance so we moved all the passengers from her flight to tomorrow. Now, the good news is the maintenance was finished earlier than expected so there will only be a slight delay. Let me see if we have an available seat for her on the next flight. One moment. Agent: Oh, that would be perfect. Thank you! Airline: Sure thing. (Two minutes later.) Thanks for waiting.  There are a few more seats available for the next flight today at 1PM.  This is the earliest available. We can move her to this one. Agent: Sounds great! Let’s move her to that flight then.  Airline: Okay, I will. Agent: For documentation purposes may I have your last name and designation? Airline: David Smith, Passenger service agent. Agent: All right. Thank you so much for your help, David. That’s all I need. Airline 7: You’re welcome, Candace. Thank you for calling US Pacific Airline.

AGENT GETTING BACK TO THE CUSTOMER FOR AN UPDATE Agent: Thank you for waiting, Tabitha. Customer: Mm-hmm? Agent: I was able to speak with UPA and I am pleased to inform you that there are seats available for the next available flight today at 1:00PM. Customer 7: Oh, thank you! Thank you! That’s perfect! I really need to fly today, you know. I thought I could never make it! Agent: You’re welcome! Fortunately, the maintenance finished earlier than expected so there was only a slight delay after all. Customer: That’s really fantastic. Now, I guess I don’t have to worry about my hotel reservation, right? Agent: For your hotel, since you’re going to be arriving later than expected, I will contact the property so you won’t be tagged as no-show. May I have the itinerary number? Customer: Oh, good idea. It’s H08945. Agent: Thank you. I’m checking it now. Let me take a look at your reservation details. The room type, as you said, is non-refundable and is subject to penalty in case of cancellation and no-show. You’ll still be arriving today at the property but I will call to inform them so they won’t tag you as no-show. Just to make sure. Customer: Sure, please do. I don’t want to lose that room. Thank you. Agent: Okay. I’ll be needing to put this call on hold again while I call the property. Please allow me 3-5 minutes. Customer 10: Okay. Agent: Thank you!

Travel agent calling a hote l reception

Hotel:  Good morning! Estrella at Casino Del Sol! Agent:  Hi, good morning! My name is Candace from Kwestyon Travel and Tours. I’m calling for Tabitha Ratched, one of our mutual clients.  Her booking confirmation number is H08945. Hotel:  Okay. Did you say her name is Tabitha Ratched? Agent: Yes. Hotel: Alright. Okay. I have the reservation up, how may I help? Agent: Tabitha’s flight was delayed. Instead of 9AM, she’ll be arriving at your property a few hours later after her new flight schedule which is now set at 1:00PM.  I’m just calling to inform you so she will not be tagged as no-show. Hotel:  I see.  Hold on. I’m going to update our records. Agent:  Okay.  Hotel:  All right. I made a notation here, we will not be tagging her no-show. Agent: Great, thank you! For documentation purposes, may I have your name and position? Hotel:  Emma Blatchford, front desk manager here. Agent: Got it. Thanks for the help, Emma. Bye! Hotel:  You’re always welcome, thank you for calling Casino Del Sol!

AGENT GETTING BACK TO THE CUSTOMER FOR THE FINAL UPDATE Agent: Thanks for waiting, Tabitha. Customer : Sure. Agent:  Casino del Sol has been informed that you’ll be arriving late for your reservation due to an airline schedule change and that you’ll still be arriving on the same day. Customer:  So, I won’t have any problem checking in, right? Agent:  Definitely not. Nothing to worry about. You will not be tagged as no-show as they have already been informed. Customer:  That’s wonderful! Thank you so much, Candace. You’ve no idea how relieved I am right now! Agent:  It’s my pleasure to help. Would there be anything else that I can help you with today? Customer:  No, I’m all good for now. You’ve been very helpful. Agent:  I’m glad I was able to help you today. Thank you for choosing Kwestyon Travel and Tours. Have a great day. Bye. Customer:  Bye.

Travel account FAQs

Here are the common questions that call center newbies ask about a travel account. I will update this as I see more questions from my channel .

Is travel account hard?

Travel account could be hard but not harder than healthcare and telecommunication accounts. If we base difficulty on the percentage of irate customers, a travel account usually has less. Your hardest calls will largely involve delayed/canceled flights but they’re not entirely unresolvabe. There are a number of alternative solutions you can offer before you declare a case unresolvable. Of course, the level of difficulty would still depend on the LOB (line of business) you’re in. But by and large, travel accounts tend to be friendlier to newbies than, say, healthcare, banking, or Telco accounts. However, I heard that the queue could be quite unceasing so there’s barely any avail time.

What skills do I need to be a travel agent?

Aside from the minimum qualifications for call center agents , a budding travel agent should develop his/her attention to detail and problem-solving skills–attention to detail to wade through the complex logistics that are inherent to the account, and problem-solving skills to deal with unforeseen hiccups. And as with any customer service job, practice maintaining your poise even in the most dire of issues. After all, what good is a trembling voice in the face of an irate customer? Act like you know what you’re talking about even when half the time, you don’t. The answers will eventually follow after a brief hold and a quick consultation with either your Team Lead or your Knowledge Base.

Similar Posts

How to Pass a Mock Call Test: It’s Actually Simple!

This guide is especially written for call center newbies but if you’re a veteran who needs a quick refresher before taking a mock call, then this is for you, too.

Philippine Call Center Agent Salary: Detailed Breakdown

I know firsthand how intriguing it can be to wonder about salaries. As someone who had been a part of the call center industry in the Philippines for four years, I thought it would be great to talk about one of the most common questions on every call center newbie’s mind – how much do…

9 Survival Tips for Call Center Newbies

Call center work is tough. But if you’re a complete newbie and a non-native speaker, the toughness takes a whole new level. On top of irate customers, night shifts, and a demanding workload, you also have to deal with a potential language barrier, information overload, and culture shock. In this article, are my 9 survival…

Financial Account Mock Call Script | Lost/Stolen Card

After enjoying a movie at the cinema, Ms. Rogers was dismayed to discover that her purse had gone missing. The purse contained her mobile phone and her credit card. She promptly contacted her bank’s customer service to report the issue and request the immediate closure of her card. Here’s a financial account mock call. Step…

Meh vs Exceptional Customer Service | Telco Account

In this article, there are two Telco mock calls. One issue, one customer, two different agents – Claire and Candace. Both have different ways of handling the issue. This is the difference between an okay and an exceptional customer service. An okay customer service Claire: Hi, thank you for calling Kwestyon Tech Support. This is…

How to Show Empathy in Customer Service | Best Sample Statements

There is no one-size-fits-all guide to expressing empathy. And that’s because it depends on your customers’ situations. Some customers are simply more upset than others, some are stuck in horrible, dead-end situations, while others still have feasible solutions to their problems. The way you deal with all of these is similar but not exactly identical….

• Bahasa Indonesia
• Slovenščina
• Science & Tech
• Russian Kitchen

Everything you wanted to know about Moscow

When was Moscow founded?

Moscow appears in historical chronicles for the first time in 1147. The city was founded by Prince Yuri Dolgoruky of Suzdal , and the future megalopolis started with a fortress named the Kremlin.

We have already written about the facts and secrets of Moscow's Kremlin, and all the general knowledge you could possibly wish for – not to mention some great places to eat nearby.

However, initially, the land and villages close to where Moscow is situated today did not belong to the prince. It was the property of a boyar (nobleman) called Kuchka and was known as Kuchkovo. Kuchka fell from Dolgoruky’s grace and was sentenced to death and confiscation of all his landholdings .

Why was Moscow called ‘The third Rome’?

Actually it was the Orthodox monk Philotheus (Filofei) who called Moscow the Third Rome for the first time . He wrote: "All the Christian kingdoms have come to an end and have converged in the single kingdom of our sovereign," Philotheus wrote in one of the epistles. "Two Romes fell, a third stands, and there will not be a fourth one".

NB: Did you know that there are approximately 30 cities and villages named Moscow around the world ?

When did Moscow become Russia's capital?

Despite the fact Moscow was founded in 1147, it took almost another two centuries for the city to become the capital. It was only in 1380 that Moscow became the uncontested center of Russian territory for the first time.

In 1712, a few years before the Russian Empire was established, Peter the Great decided to move the capital from Moscow to St. Petersburg.

St. Petersburg remained the capital until the Empire’s demise following the 1917 Revolution. The Bolsheviks moved the capital back to Moscow in 1918 fearing foreign invasion.

Read about other places that once reigned supreme over Russian land s (spoiler: there were even six of them!)

Is it safe to travel to Moscow?

Contrary to popular notions, Russia, and especially the cities of Moscow and St. Petersburg are perfectly safe for tourists. Read our guide with four travel tips to ensure a safe journey: how to talk to Russian people, deal with emergencies and not get in trouble .

To support the contrary opinion, we have 10 reasons you should never ever visit Moscow (but we are not sure it works).

Read also the top 5 mistakes foreigners make in Moscow and try not to repeat them.

Is it expensive to visit Moscow?

There’s no point to lie – yes, it is. Moscow is one of the most expensive cities in the world, but still there are activities and tours you will not spend a single ruble on .

Check if you can afford to live in Moscow !

In case you can (and will), check these 5 most expensive suites in Moscow hotels .

How to rent an apartment in Moscow?

Read the story from our ex-web-editor with really useful life hacks on how to manage it without being fooled . Another article – with advice on payment and about essential things to discuss with your new landlord .

Video guide from Tim Kirby:

Also you can read how to rent an office and how much it costs .

Take a while and check yourself: how well do you know the capital of Russia ?  

What to see and where to go?

• What to see in the Kremlin: Top 10 highlights of Moscow Kremlin museums .
• Moscow off the beaten path: What to see beyond the Kremlin and the Bolshoi .
• Major masterpieces of Tretyakov Gallery that are usually only shown to presidents and prime ministers on a tight schedule in just 30 minutes.
• 8 things you can learn in Moscow in one day .
• Park Zaryadye: 7 things that will surprise you .
• Moscow’s secret museums: 7 art galleries you need to visit .
• Contemporary art in Moscow: a guide to museums and galleries .
• 6 Moscow train stations that are temples of art, architecture and history .
• VDNKh: Everything about the Soviet Era Theme Park .

Where to eat?

• Back in the USSR: 10 places to eat in Moscow with a Soviet atmosphere .
• Where to find real Russian food in Moscow .
• Moscow after dusk: 10 places to drink, dance, and groove .
• Eating healthily: 5 restaurants to visit in Moscow .
• Midnight feasts in Moscow: 5 restaurants for night owls and insomniacs .
• A coffee map of Moscow: A guide for all occasions .
• 5 restaurants with incredible views of Moscow .

And don’t forget to download these 10 useful free apps to make your Moscow trip smooth and unforgettable .

What about the transport in Moscow?

The first one to mention is Moscow subway system – one of the most picturesque and great. Here are a few life hacks and secrets:

• 9 steps to manage the Moscow Metro like a local .
• How to use a Troika card on Moscow’s Metro, and other ways to buy tickets .
• Moscow metro navigation: Moscow metro to be more tourist-friendly .
• How to avoid trouble in the Moscow metro .
• What to see in the Metro, Moscow’s cheapest and most incredible museum .
• How to survive a zombie apocalypse in Moscow’s Metro .
• How to meet a girl on the Moscow Metro ?
• What are those strange black barrels in subway stations (and other stuff you’ve most likely seen and thought: “What the hell is that?”)
• 18 little known facts about the Moscow Metro .
• Moscow’s urban legends: Ghosts, mutant rats under the Metro .

Bonus : video guide from Tim Kirby:

You can also use alternative ground transportation. Read how Russians mock their most unusual form of transportation – the marshrutka and why Moscow residents are crazy about car sharing .

"Everything you wanted to know…" is an extended guide to the most popular topics about Russia. We constantly work on new material, and this page will be updated with new entries and information as it’s received.

If using any of Russia Beyond's content, partly or in full, always provide an active hyperlink to the original material.

to our newsletter!

Get the week's best stories straight to your inbox

• All you ever wanted to know about the House of Romanov
• Everything you wanted to know about Vladimir Putin
• All you ever wanted to know about St. Petersburg
• Everything you ever wanted to know about Moscow’s Kremlin
• Everything you ever wanted to know about Russia’s iconic AK machine guns
• Everything you wanted to know about Russians but were afraid to ask

This website uses cookies. Click here to find out more.

2018 Primetime Emmy & James Beard Award Winner

R&K Insider

Join our newsletter to get exclusives on where our correspondents travel, what they eat, where they stay. Free to sign up.

A History of Moscow in 13 Dishes

Featured city guides.

Shooter Files by f.d. walker

Street Photography Tips, Interaction, Travel, Guides

Apr 24 2017

City Street Guides by f.d. walker: A Street Photography Guide to Moscow, Russia

*A series of guides on shooting Street Photography in cities around the world. Find the best spots to shoot, things to capture, street walks, street tips, safety concerns, and more for cities around the world. I have personally researched, explored and shot Street Photography in every city that I create a guide for. So you can be ready to capture the streets as soon as you step outside with your camera!

At over 12 million people, Moscow is the largest city in Russia and second largest in Europe by population ( Istanbul is #1). An urban, cosmopolitan metropolis with more than enough glitz and glam to cater to the elite, but without losing its fair share of Soviet era roughness around the edges. It can be fast paced, brash, busy, and trendy like other big cities, but it has its blend of West meets Russia atmosphere and beauty that provides plenty of unique interest. The Red Square is as famous as it gets, but there’s so much more to this city, including the most beautiful subway system you’ve ever seen. It would take years to capture all of Moscow, but that means you have an endless amount of areas to discover.

So here’s a Street Photography guide so you can be ready to capture all that Moscow has to offer before you even arrive!

• Patriarch’s Pond
• Old Arbat Street
• Maroseyka Street
• Tverskoy Boulevard

Top 5 Street Spots:

1. red square.

The Red Square is the most famous square in not just Russia, but all of Eastern Europe. The name actually doesn’t come from the color of the bricks or communism, but from the name in Russian, Krásnaya, once meaning “beautiful” before its meaning changed to “red.” This large plaza is what you see on the cover of guide books and magazines for Moscow, with St. Basil’s Cathedral being the center piece next to Lenin’s Mausoleum surrounded by the Kremlin Wall. Of course, the Red Square attracts hordes of tourist due to the main attractions, but all that activity around an interesting atmosphere does provide street photo opportunities. It’s also the central square connecting to the city’s major streets, providing a good starting point to explore outward.

You’ll also find the popular pedestrian only Nikolskaya Street connecting the Red Square to Lubyanka Square. This line of expensive shops includes plenty of activity, while also leading you to another popular square. Filled with history rivaling any city, the Red Square and surrounding areas are the heart and soul of Russia.

2. Patriarch’s Ponds

Patriarch’s Ponds is one of the most exclusive neighborhoods in Moscow. Despite the name being plural, there’s only one large pond, but it’s worth a visit with your camera. It’s a popular spot for locals and expats to come relax or take a stroll around the pond. You get an interesting mix of young and old too, from young love to “babushkas” feeding pigeons. It’s a very peaceful park atmosphere in one of the nicer areas within the city center, while bringing enough activity for street photography. 

The pond is shallow and in the winter becomes a popular spot for ice-skating too. The area is also well-known for the location in the famous Russian novel, The Master and Margarita. 

3. Old Arbat (Stary Arbat)

Old Arbat is the most famous pedestrian street in Moscow, and dating back to the 15th century, also one of its oldest. Originally, it was an area of trade, but soon became the most prestigious residential area in Moscow. During the 18th century, Arbat started attracting the city’s scholars and artists, including Alexander Pushkin. Cafes lined the streets and impressive homes filled the neighborhood. Since then, New Arbat street was created as a highway in the area, while Old Arbat was paved for a 1km pedestrian only walkway.

Due to the historic buildings, famous artists that lived here, and the bohemian atmosphere, Old Arbat has become a big attraction for tourists today. Now, there’s a mix of cafes, restaurants, souvenir shops, street performers, street merchants and other attractions for visitors, and some locals, to come enjoy. It can get really busy here and there’s usually something interesting going on so it’s a good street to come walk with your camera for guaranteed life.

4. Gorky Park

One of the most famous places in Moscow is Gorky Park. The official name is Maxim Gorky’s Central Park of Culture & Leisure, which gives you an idea of what goes on here. When built, it was the first of its kind in the Soviet Union. Divided into two parts, it stretches along Moscow River. One end contains fair rides, foods stands, tennis courts, a sports club, a lake for boat rides, and more. This end brings more active life due to its number of attractions, while the other end is more relaxed, where you’ll find gardens, trees, older buildings, and an outdoor amphitheater.

Gorky Park attracts mostly locals so it’s a good spot to capture the non-tourist side of Moscow life. Muscovites come here to escape the city and unwind in a picturesque setting. The park remains alive outside of the warmer months too, especially when the lake turns into the city’s largest outdoor skating rink. I’d recommend taking the metro out here to spend at least half a day exploring the massive park’s life with your camera.

5. Maroseyka Street

Maroseyka Street is a popular area not too far from the Red Square. The long, winding street turns into Pokrovka and is lined with restaurants, cafes, bars and places to stay. It’s actually where I like to stay when I’m in Moscow due to its location and solid street photography opportunities itself. You have Kitay-gorod station near and if you keep walking southwest, you’ll get to the Red Square. But if you walk northwest, as it changes to Pokrovka, you can find a long street of activity for photography with its own interesting atmosphere.

6. Tverskoy Boulevard

Tverskoy Boulevard is the oldest and longest boulevard in Moscow, beginning at the end of Nikitsky Boulevard, and finishing at Pushkin Square, a spot to come for activity itself. The boulevard is made up of two avenues, with pedestrian walkways in-between. You’ll find grass, shrubbery, trees, benches and more walking it’s almost kilometer length. Many people come here to enjoy some relaxation, walk their dog, or just to use it to walk wherever they’re going. Its center location also provides a nice place to walk with your camera near plenty of other spots you’ll want to check out anyway.

Sample Street Walk:

For a full day of Street Photography, covering some of the best spots, you can follow this sample street walk for Moscow:

• Start your morning walking around the Red Square (1), while exploring the surrounding area, including Nikolskaya Street
• Then walk northwest to Patriarch’s Ponds (2) and slowly walk the pond and surrounding area with your camera
• Next, walk east to the Pushkin Monument and stroll down Tverskoy Boulevard (6)
• Once Tverskoy Boulevard (6) ends, it will turn into Nikitsky Boulevard. Follow this down until you get to the start of Old Arbat Street (3), across from Arbatskaya station
• After you’re done walking down Old Arbat Street (3) for more street photography, spend some time checking out Moscow’s beautiful metro stations
• To finish off the day with more street photography, get off the metro near Red Square (1) again, Maroseyka Street (5) or wherever you’re staying for the night.

3 Things I’ll Remember about Shooting in Moscow:

1. museum metro.

The Moscow metro system was the first underground railway system in the Soviet Union and today includes 203 stations across 340km of routes. The elaborate system has some of the deepest stations in the world too, with escalators that seem to go on forever. None of this is what makes it so special, though. Many of its stations feel like stepping inside a museum, making it without a doubt the most interesting and beautiful metro system I’ve been in.

When built, Stalin wanted to make the metro stations “palaces for the people” with marble, chandeliers, and grand architecture. The best part is the variety of architecture and styles used, making many of the stations a completely different experience visually. You could easily spend a whole day traveling the stations and there are even tours available for people who wish to do just that. My advice, though, would be just to buy a ticket and hop on and off at different stations, while exploring different lines. The museum-like surrounding mixed with the crowds of characters can make for a great photography experience.

Since there are so many stations, here are some of my favorites to check out:

• Novoslobodskaya
• Mayakovskaya
• Elektrozavodskaya
• Komsomolskaya
• Ploschad Revolyutsii
• Dostoyevskaya
• Prospekt Mira

2. Moscow is Big

It’s no secret that Moscow is a big city, but it can feel even bigger with how spread out much of it is. This is especially true if you compare it to cities outside of Asia. If I compared it to cities in Europe, I’d probably say only Istanbul would warrant more time to really discover the depths of this city. Most only explore around the Red Square and surrounding area, but that is such a small part of the city. Although, that central area does give you plenty to see on its own.

Fortunately, I had a good friend living in the city to show me around, but it opened up my eyes even more to how much there is to discover in Moscow. It’s a big city with a variety of atmosphere that can take you from “east” to “west” and trendy to rugged depending on where you go. I’d imagine you’d have to live here a while to really know the city.

3. Cosmopolitan Mix of East meets West

Modern skyscrapers mixed with amazing architecture, a world-class metro system with museum-like beauty, trendy fashion and chic clubs, Moscow is a rich mix of Russian culture and history in a more western cosmopolitan package. There is a push to keep the Russian culture, while also pushing forward with a modern metropolis the whole world will envy. This comes with an impressive skyline, that continues to grow, and endless modernities, but with soviet nostalgia and atmosphere mixed in for good measure.

Mixed in with this grand western cosmopolitan atmosphere, is a strong national pride in Russia. This includes their famous leader, Vladimir Putin. Maybe no other place will you see a country’s leader more often. All over, from the pricey tourist shops to the underground walkway stalls, you’ll find goods with Putin’s likeness covering them. From t-shirts to magnets to Matryoshka dolls. There’s a strong national pride that can be seen around the city, which also extends to their leader. Moscow is many things. It’s East meets West, modernizations meets Soviet era, and a whole lot more.

What To Do For a Street Photography Break?:

Eat at a stolovaya.

Stolovayas are Russian cafeterias that became popular in the Soviet days. You grab a tray and walk down the line of freshly prepared local dishes, and select whatever you want from the chefs. They’re usually inexpensive and a much better value than restaurants, while giving you the opportunity to try from a wide selection of everyday Russian food. They’re also very tasty. I always include some borsch on my tray and go from there. The places themselves are all over Moscow and usually come with Soviet-era aesthetics to complete the experience.

Street Safety Score: 7

*As always, no place is completely safe! So when I talk about safety, I’m speaking in general comparison to other places. Always take precaution, be smart, observe your surroundings and trust your instincts anywhere you go!

Being the 2nd largest city in Europe with over 12 million people, you’re going to have your dangerous areas, but for the most part, it feels safe walking around. Russia is statistically higher in crime compared to most of Europe, but this generally doesn’t apply to tourists and visitors. Around the Red Square and surrounding city center, you should feel completely safe walking around. Pick pocketing can happen, but no more than other touristic places. I always explore Moscow freely without coming across too much to worry about. It’s a spread out city, though, so of course it matters where you are. Just use basic street smarts, know where you are and Moscow shouldn’t give you a problem. 

People’s Reaction Score: 7

Moscow is fast paced, big city life, which usually means people aren’t too concerned with you, or your camera. I don’t find people notice or pay much attention to me when I’m out taking photos in Moscow. For the most part, people just go about their day. You shouldn’t get too many looks or concern. But it can depend on the area you are in. The more you stick out, the more you might get noticed with suspicions. I’ve never had any problems in Moscow, or Russia, but just be careful who you’re taking a photo of if you get out of the city center. Other than that, it’s about average for reactions. 

Street Tips:

Learn the alphabet .

Much of Moscow, including the metro system, doesn’t use english. The Russian alphabet uses letters from the Cyrillic script, which if you aren’t familiar with it and don’t know the sounds, can be hard to decipher the words. This is most important for street names and metro stops when trying to get around. It can save confusion and make it easier getting around if you learn the basic alphabet. At the very least then, you can sound out the words to see which are similar in the english conversion, which can help matching them to maps. When out shooting street photography, getting around is as important as anything. So save yourself some time and frustration by learning the Russian Alphabet.

Use the metro

While Saint-Petersburg feels very walkable for a city its size, Moscow can feel very spread out, even for its bigger size. Outside of the Red Square area, you can have plenty of walking before getting anywhere very interesting, so you’ll need to take the metro a lot if you really want to explore the city. Maps are deceiving here too, it will always be further than it looks.

Another reason it’s less walkable than Saint-Petersburg is its completely different set-up. Moscow’s streets are mostly contstructed in rings with narrow, winding streets in-between. This is common with medieval city cities that used to be confined by walls, but you usually don’t have it in a city this massive. Saint-Petersburg has a more grid-like pattern that also uses the canals to help you know your way around. When it comes to navigating on foot in Moscow, it can be more difficult, so bring a map and take the metro when needed. It’s why Moscow’s metro carries more passengers per day than the London and Paris subways combined.

Explore other areas if you have time

Moscow is really big. While most people stay around the Red Square within the Boulevard Ring, there’s so much more to the city. I covered some other spots outside of this circle, but if you really want to see the city, you’ll need time. If you do have time, some other areas I’d check out first are Zamoskvarechye, along some of the south and western Moscow.

Inspiration:

For some more inspiration, you can look through the Street Photography of Moscow photographer Artem Zhitenev  and check out 33 of my photos taken in Moscow .

Conclusion:

Moscow’s name brings a certain mystique, but once you’re there it might bring a different atmosphere than you expect. It’s big and sprawling, but beautiful in many ways. It can feel like a European capital on a grand scale, but you can definitely find its Russian side in there.

The urban sprawl of Moscow can be intimidating, but give it enough time and you’ll be rewarded with plenty to discover. All with the world’s best metro system to take you around.

I hope this guide can help you start to experience some of what Moscow contains. So grab your camera and capture all that Moscow has to offer for Street Photography!

If you still have any questions about shooting in Moscow, feel free to comment below or email me!

(I want to make these guides as valuable as possible for all of you so add any ideas on improvements, including addition requests, in the comment section!)

Click Here For More City Street Guides!

(A New Guide Posted Every Other Wednesday)

Comment Here! Cancel reply

For patreon exclusive educational content:.

Limited Edition Postcard Prints!

Street Photography Workshops

Donations Always Appreciated

I'll always keep Shooter Files free for everyone, but any donations would be greatly appreciated and help me keep it going. Many thanks to everyone following along!

Cheers! -f.d. walker

Search the Files

For Exclusive Patron Content: