Initial Call Script Requirements – Agent FAQ

 

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Required Script for Initial Customer Calls

To help boost your conversion rates and deliver a consistent, high-quality experience to customers, we’ve updated the script that must be used at the start of all first calls with new leads.

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✅ Required Opening Script

Please begin each first call with the following:

“Hi [Customer Name], this is [Agent Name] with [Brokerage Name]. It's great to connect with you through the [Lender Name] [Program Name] program! I'm here to be your local expert, helping you navigate your home [buying/selling] journey smoothly. Just to confirm—are you still looking to [buy/sell] in [City or Zip Code]?”

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✍️ Personalization Required

You must replace all placeholders based on the customer’s lead details:

• [Customer Name]

• [Agent Name]

• [Brokerage Name]

• [Lender Name]

• [Program Name]

• [buy/sell]

• [City or Zip Code]

These personalizations ensure the customer knows you’re informed and attentive to their needs.

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🎧 Call Evaluation Reminder

All initial calls are recorded and evaluated.

🔍 If your call is missing any of the script’s core elements—such as the brokerage name, lender/program name, or confirming the customer’s needs—it can lower your agent score.

Your agent score affects:

• Your lead-routing priority

• Your eligibility for future customer opportunities

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Thanks for continuing to deliver excellent service to our customers!