Your script, or let the calls write it

Three ways to set the questions every call is checked against: your own script, learned once from the calls, or learned fresh every day. What each one gives you.

Written down 30 September 2026

Every call gets checked against a list of questions. The only real choice is who writes that list: you, or the calls themselves.

Three ways to set the questions

We write down every call, then check each one against the questions the agent is meant to ask. Did they cover them. What did the person say. That list of questions can come from three places, and they suit different people.

1. Your own script

You give us the script you already use. Structured, fixed, the same every day. Every call is checked against exactly what you wrote, and this week sits beside last week with nothing moving underneath it.

Best when the script is the contract: regulated wording, a client who signed off every line, a survey that must be asked word for word.

2. Learned once from the calls

We take ten sales at random from the first day and keep any question that turns up in six of them. That becomes the list, and every day after that uses the same list.

You get the script as it is really spoken on your phones, not as it was written in an office, and you can still compare day with day.

3. Learned fresh every day

Same method, run again every day on that day's calls. The list moves with the calling. If agents started skipping a question on Tuesday, Tuesday's list shows it.

The price is that no two days line up exactly. Good for seeing what is happening on the floor right now. Poor for a trend line.

What two days showed us

We ran the same three surveys on 28 and 29 September and let the calls write the list fresh each day. One came out at 11 questions, then 9. Another came out at 37, then 29. Same script, same agents.

The calls were not lying. On any day some questions get merged, reworded or quietly dropped, and a question near the line of six in ten flips in and out. That is useful to know. It is also why most campaigns should learn the list once and keep it.

Which one to pick

Need week on week numbers: your own script, or learn it once. Want to see what is really being said on the phones today: learn it every day. You can switch whenever you like.