Outbound Call Scripts: 10 Ready-to-Use Templates

An outbound call script is the conversation flow a voice agent or a member of staff follows when a business calls a customer: an opening that says who is calling and why, the purpose of the call, branches for the customer's likely answers, a handover to a person when needed and a closing line. This pack contains 10 ready-to-use scripts for status updates, satisfaction calls, win-back calls, confirmations, event invitations, voicemail, retries, returning a callback request, a short survey and wrong-number closings. Appointment reminders have their own pack: appointment reminder call scripts.

Fields in square brackets, such as [Business name], [Customer name] and [Date], are filled in from your contact list or your own system. Rather than having the script read word for word, give it to your voice agent as an example flow; the assistant follows the branch that matches the customer's answer. We explain how to set up a campaign from start to finish in how to run an outbound call campaign and in the outbound call campaign entry. In Speakline you can use these scripts in campaigns: the Turkish voice agent calls your list during the hours you set, checks numbers against İYS records, logs the outcome of each call, schedules retries for people it could not reach and hands the call to an operator with a summary when needed. The Turkish version of this pack is written for Turkish speech engines, with numbers spelled out.

If you call customers in Turkey, whether a call counts as a commercial electronic message depends on the situation. Calls that inform someone about, or ask them to confirm, an existing order, delivery or service can be service notifications, and the rules provide consent exceptions for these; calls that promote a product, campaign or event are commercial messages, and you should check call consent in İYS before calling consumers. A single promotional sentence added to an informational call can change that assessment. Ask a legal adviser about your own scripts, and see the İYS entry and our guide to İYS consent for AI phone calls. If you record calls, keep the recording sentence in the opening and see KVKK and call recording for the duty to inform; if you do not record, remove that sentence.

Status update: order or service progress

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

If someone else answers
Assistant: I see, thank you. When convenient, [Customer name] can call us back on [Phone number]. Have a good day.

Update
Assistant: I'm calling with an update on your [Order or service name] from [Request date]. It is currently at the [Current status] stage, and we expect it to be completed [Expected completion]. There's nothing you need to do at this point.

Can it be sooner
Customer: Could it be done any sooner?
Assistant: Our team would need to check that. I've made a note of your request, and the team will get back to you [Callback time].

Change request
Customer: I need to change the delivery address.
Assistant: I'll put you through to our team for the address change. I'll pass on what we've discussed, so you won't need to repeat yourself. Please stay on the line.

Closing
Assistant: Is there anything else you'd like to ask? Thank you, have a good day.

This call only reports on an existing request; don't add a promotion or a new product to it. If someone else answers, don't share any details of the order or service.

Satisfaction call: short follow-up after a service

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Purpose
Assistant: We'd like some quick feedback on the [Service name] you had with us on [Service date]. Do you have a minute?

Not a good time
Customer: I'm busy right now.
Assistant: I understand, sorry to disturb you. Would you like us to call another time, or would you prefer not to be called about this?

Happy
Customer: It was great, thanks.
Assistant: That's lovely to hear, I'll pass it on to the team. Is there anything you'd like to add?

Unhappy
Customer: To be honest, I wasn't very happy with it.
Assistant: I'm sorry to hear that, and thank you for telling us. Could you tell me what we could have done better?
Customer: [Customer feedback]
Assistant: I've noted that and will pass it to our [Responsible team] team. If you'd like, I can put you through to a manager now.

Handover
Customer: Yes, I'd like to speak to someone.
Assistant: I'll transfer you now and give them a summary of what you've told me. Please stay on the line.

Closing
Assistant: Thank you for your time. Have a good day.

Don't argue with a complaint or become defensive; the assistant's job is to listen, record and, if needed, hand over to a manager. Adding a discount or a promotion at the end changes the nature of the call.

Win-back call: a customer you haven't seen for a while

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Purpose
Assistant: We haven't seen you for a while and wanted to check in. Would you like to book a new [Service name] appointment?

Interested
Customer: Actually, yes, I've been meaning to.
Assistant: Great. Which day and time would suit you?
Customer: [Preferred day and time]
Assistant: We have a slot on [Date] at [Time]. Shall I book it for you?

Not right now
Customer: Not at the moment.
Assistant: Understood, thank you. Whenever you need us, you can reach us on [Phone number].

Do not call
Customer: Please don't call me again.
Assistant: Understood, and sorry for the trouble. I'm recording your request, and we won't call you again about this. Goodbye.

Handover
Customer: I have a question about my last visit.
Assistant: I'll put you through to a colleague who can help with that. Please stay on the line.

Closing
Assistant: Thank you, have a good day.

Win-back calls are often promotional; before calling consumers in Turkey, check that they have given call consent in İYS. Speakline campaigns check numbers against İYS records, but collecting consent and keeping it up to date remains the business's responsibility.

Confirmation call: booking or delivery

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Confirm
Assistant: I'm calling about the [Job name] scheduled for [Date], between [Time window]. Does that time still work for you?

Yes
Customer: Yes, that's fine.
Assistant: Thank you, that's confirmed. We have your address as [District and street]. Is that correct?

Address correction
Customer: No, the address has changed.
Assistant: Could you tell me the new address? Our team will check it and update the plan.

Change of time
Customer: I won't be home that day.
Assistant: I see. Which day and time window would suit you? I'll pass your request to our team, and they'll confirm availability with you.

Cancel
Customer: We don't need it anymore, I'd like to cancel.
Assistant: I'll put you through to our team to cancel, please stay on the line.

Closing
Assistant: Thank you. See you on [Date].

For a booking confirmation, ask about party size and time instead of the address; ready-made restaurant and hotel flows are in the restaurant and hotel call flows pack. Reading out the district and street rather than the full address protects privacy if someone else is listening.

Event or campaign invitation

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Invitation
Assistant: We're holding [Event or campaign name] on [Date], starting at [Time]. [Short description]. We'd love to see you there. Would you be interested?

Interested
Customer: Yes, I'd like to come.
Assistant: Great. How many of you will be coming?
Customer: [Number of people]
Assistant: I've registered [Number of people] for you. You'll receive the details by [Written channel].

Cost question
Customer: Is there a charge?
Assistant: [Approved price and terms]. If you'd like more details, I can put you through to our team.

Not interested
Customer: Thanks, but I'm not interested.
Assistant: No problem, thank you for your time. Have a good day.

Do not call
Customer: Please don't call me about promotions.
Assistant: Understood, and sorry for the trouble. I'm recording your request, and we won't call you again with promotions. Goodbye.

Closing
Assistant: Thank you, hope to see you there.

Because this call is promotional, it is a commercial electronic message under Turkish rules; make sure consumers have given call consent in İYS before you call them. Record any opt-out during the call and update your consent records straight away.

Voicemail message

Hello, this is a message for [Customer name]. This is the AI assistant calling on behalf of [Business name]. We tried to reach you about [General reason for the call]. When convenient, please call us back on [Phone number], on weekdays between [Opening time] and [Closing time]. Once again, our number is [Phone number]. Have a good day.

Keep the reason general, for example "your order" or "your appointment". Someone else may hear the voicemail, so leave out health, debt or payment details. See the voicemail entry for the term.

Unreachable: retry call

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Context
Assistant: We also tried to reach you on [Previous call day], so apologies for calling again. I'm calling about [General reason for the call]. Is now a good time to talk?

Good time
Customer: Yes, go ahead.
Assistant: Thank you. [Main purpose of the call]

Not a good time
Customer: Not right now.
Assistant: I understand. When would be a better day and time to call you?
Customer: [Preferred time]
Assistant: Noted, we'll call you [Preferred time].

Will call back
Customer: I'll call you myself.
Assistant: Of course. You can reach us on [Phone number]. We won't call you again about this.

Closing
Assistant: Thank you, have a good day.

Keep the number of retries limited and spread them across different days and times. Record the time the person prefers; calling repeatedly on the same day leads to complaints.

Returning a callback request

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Context
Assistant: You asked us to call you back via [Request channel] [Request time], so I'm returning your call. How can I help you with [Request topic]?

Request the assistant can handle
Customer: [Customer question]
Assistant: [Answer based on approved information]. Is there anything else I can help with?

Needs a specialist
Customer: I'd like to discuss this with a specialist.
Assistant: Of course. I'll put you through to our [Team name] team now and give them a summary of your request.

Team unavailable
Assistant: Nobody on the team is free right now. Would you like them to call you today at around [Time]?

No longer needed
Customer: It's sorted now, no need.
Assistant: Glad to hear it. I'll close your request. Have a good day.

Closing
Assistant: Thank you, have a good day.

This call answers the customer's own request, so don't add anything promotional to it. Saying in the opening where and why the request was made removes the "why are they calling me?" doubt; see the callback entry.

Short survey: three questions

Opening
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?

Permission
Assistant: We have three short questions about your experience with [Service name]; it takes about a minute. Would you like to take part?

Declines
Customer: No, thanks.
Assistant: I understand, thank you for your time. Have a good day.

Question one
Assistant: On a scale of one to five, how satisfied were you with the service? One means not at all satisfied, and five means very satisfied.

Low score
Customer: Two.
Assistant: Thank you, I'm sorry to hear that. After the survey, I can put you through to a manager if you'd like.

Question two
Assistant: Would you recommend [Business name] to a friend or family member? You can say yes, no or not sure.

Question three
Assistant: Finally, in one sentence, what could we do better?

Closing
Assistant: Thank you very much for your answers; we'll share them with the team. Have a good day.

Explain the direction of the scale with every scoring question; on the phone, people easily mix up which end is good. Keep the survey short and offer anyone who gives a low score the chance to speak to a person.

Wrong person or wrong number

Wrong number
Assistant: Hello, this is the AI assistant calling on behalf of [Business name]; this call is recorded. Am I speaking with [Customer name]?
Customer: No, this is my number; there's nobody here by that name.
Assistant: I apologise, we've called the wrong number. I'm removing your number from our list, and we won't call you about this again. Have a good day.

Knows the person
Customer: That's my husband, he's not home right now.
Assistant: Thank you. When convenient, he can call us on [Phone number]. Have a good day.

Asks where the number came from
Customer: Where did you get my number?
Assistant: Our records show this number under someone else's name, so there may have been a mistake. If you'd like information about your personal data, I can put you through to someone who can help, or you can read our privacy notice at [Web address].

Annoyed
Customer: I'm sick of these calls.
Assistant: I'm sorry for the inconvenience. I'm removing your number from our list. Goodbye.

Never tell the wrong person the reason for the call or any order or appointment details. Remove a wrong number from the list straight away and correct the source of the record; for personal data questions, see our KVKK guide for AI phone assistants.