LIVE CALL TELEPROMPTER
Live Call Script — Full Intro + Personalization + Full Survey
Read one line at a time. When you see PAUSE, stop for one full second. When you see STOP — LET THEM ANSWER, do not fill the silence.
1 · Full greeting
Open slowly
“Thank you for calling K12 Customer Care and Technical Support.” PAUSE
“My name is (your name), and I’ll be assisting you today.” PAUSE
“May I have your full name and the phone number associated with your account?”
STOP — LET THEM ANSWER.
“My name is (your name), and I’ll be assisting you today.” PAUSE
“May I have your full name and the phone number associated with your account?”
“Thank you.” PAUSE
“What is the full name of your student?”
STOP — LET THEM ANSWER.
“What is the full name of your student?”
“And what school does your student attend?”
STOP — LET THEM ANSWER.
This is used only for the school/CCTS match. The case documentation itself is driven by the one caller-issue box below.
While they answer: locate/confirm the caller, student, and school. Do not rush to the next question.
2 · Verification
Verify the Learning Coach
“For verification purposes, please provide the answer to your password reset question.”
STOP — LET THEM ANSWER.
If they do not know it:
“No problem. Can you provide the student ID number?”
STOP — LET THEM ANSWER.
“No problem. Can you provide the student ID number?”
If they do not know the student ID:
“That’s okay. Can you please provide the complete mailing address on the account, including the city, state, and ZIP code?”
STOP — LET THEM ANSWER.
“That’s okay. Can you please provide the complete mailing address on the account, including the city, state, and ZIP code?”
Verification Comments: document the level actually completed using your Verification Matrix.
Use:
Method wording:
Important: choose Advanced, Medium, or Basic only according to the Verification Matrix and the method you actually completed.
Use:
LC [Advanced / Medium / Basic] — verified by [how you verified them].Method wording:
password reset question · student ID · complete mailing addressImportant: choose Advanced, Medium, or Basic only according to the Verification Matrix and the method you actually completed.
Quick tap — verification level
Quick tap — verified by
3 · Personalization #1 + issue
Use their name naturally, then listen
“Thank you, [CALLER FIRST NAME].” PAUSE
“How can I help you today?”
STOP TALKING — LET THEM EXPLAIN THE WHOLE ISSUE.
“How can I help you today?”
This one box drives everything: restatement, probing questions, KB match, Subject, Description, Issue, Action draft, Resolution draft, CST logic, and Case Comments. For technical calls, include the device/browser/exact error here if the caller gives it.
After they finish:
“Okay.” PAUSE
“So, just to make sure I understand correctly…” PAUSE
“You’re calling because [RESTATE THE ACTUAL ISSUE].” PAUSE
“I understand how important that is, and I’ll be happy to help you with it.”
“Okay.” PAUSE
“So, just to make sure I understand correctly…” PAUSE
“You’re calling because [RESTATE THE ACTUAL ISSUE].” PAUSE
“I understand how important that is, and I’ll be happy to help you with it.”
While they explain: capture short facts only — exact issue/error, student impact, when it started, device/browser if relevant. Then write Subject + Description.
4 · Probe before troubleshooting
Ask only the questions that fit the caller's issue
“I just have a couple of quick questions so I can make sure I’m helping with the right issue.”
Type the caller issue once in the issue box above. Your probing questions will appear here automatically.
Listen to each answer before moving on. Use the caller's answers to narrow the issue first; then begin troubleshooting. Do not ask a question they already answered.
5 · Research
Explain what you are doing
“I’m going to take a quick look at a few things on my end.” PAUSE
“You may hear a brief pause while I check that for you, but I’m still right here.”
“You may hear a brief pause while I check that for you, but I’m still right here.”
While you review: confirm the exact school CCTS guideline, open the issue-specific KB, and update the case.
6 · Troubleshooting
Matched KB steps — one step at a time
Type the caller issue above. When a KB is matched, available saved troubleshooting steps will appear here automatically.
After each step:
“What do you see now?”
STOP — LISTEN TO THE RESULT.
“What do you see now?”
No retyping: tap a step only after you actually complete it. Those taps automatically feed the completed steps into the case documentation. If every displayed step was completed, use Mark all completed.
7 · Confirm the outcome
If resolved
If successful:
“Great.” PAUSE
“We’ve confirmed that the issue is resolved.”
“Great.” PAUSE
“We’ve confirmed that the issue is resolved.”
If unresolved
“Okay.” PAUSE
“Since the issue is still occurring after completing the troubleshooting…” PAUSE
“…the next step will be [APPROVED NEXT STEP].”
“Since the issue is still occurring after completing the troubleshooting…” PAUSE
“…the next step will be [APPROVED NEXT STEP].”
Quick tap — call outcome
Before closing: tap the actual outcome, confirm the KB, exact school CCTS, CST, case status, and any required device details.
8 · Personalization #2 + recap + full survey
Use their name again during the recap
“Before we wrap up, [CALLER FIRST NAME]…” PAUSE
“…you contacted us today because [BRIEF ISSUE].” PAUSE
“I reviewed the issue and assisted with the applicable steps…” PAUSE
“…and the issue is now [SELECT OUTCOME ABOVE].” PAUSE
“Your next step is [NEXT STEP, IF APPLICABLE].”
“…you contacted us today because [BRIEF ISSUE].” PAUSE
“I reviewed the issue and assisted with the applicable steps…” PAUSE
“…and the issue is now [SELECT OUTCOME ABOVE].” PAUSE
“Your next step is [NEXT STEP, IF APPLICABLE].”
“I hope you are satisfied with the service I provided today.”
STOP — LET THEM ANSWER.
“Is there anything else I can assist you with today?”
STOP — LET THEM ANSWER.
Full survey
“At the end of the call, please remain on the line for a short two-question survey.” PAUSE
“Please know that your feedback is important to us.” PAUSE
“The information you provide will be used to make improvements to our service.” PAUSE
“Thank you for your time, and have a good day.”
STOP. END THE CALL CLEANLY.
“Please know that your feedback is important to us.” PAUSE
“The information you provide will be used to make improvements to our service.” PAUSE
“Thank you for your time, and have a good day.”
Automatic live case draft
No second documentation form. Type the caller issue once in the live script above. The case draft updates automatically while you work the call. Use the quick verification and outcome taps only when those facts become known.
Waiting for the caller issue…