Script Allergy Test
Patch-test every mandated script line on real customers; drop what inflames.
The job
Measures how customers react to each line the client requires (greetings, disclosures, upsell offers, closings), prices the reaction, and replaces lines that cause interruptions, anger or callbacks, through a trial agreed in advance that keeps compliance intact.
The moment
Every line the client requires agents to say is patch-tested on real customers, like an allergy test. One patch glows red: the card offer agents must make at the end of complaint calls.
38% of customers cut it off, those calls come back twice as often, and only 0.4% take the card. It costs $41,000 a month in repeat contacts and earns $6,000.
The client's marketing owner receives the script review pack with the suggested rewrite, and drops the offer from complaint calls only.
A month later, repeat contacts on complaint calls are down 9%, and card sales from service calls have not moved.
What it does
- Register a mandated line
- Open a trial
- Hear the rewrite
- Send the script review pack
What you see
Allergy patch-test grid with a rash reel, a trial arm beside the control, and a phone that reads the rewrite aloud.
What it moves
Repeat contacts for each required line, with their dollar cost compared with the offer's revenue, while compliance with required disclosures is kept.
Built for
- QA, training & knowledge
- CX leaders & VoC
- Marketing, brand & comms
- Contact-centre operations
