Inconsistent calls frustrate customers and leave agents guessing what to say. This Google Docs template sets out a call standard in six pages: greeting, verification, common enquiries, objections, a risk register, and a make-it-yours guide. Each page pairs the words to use with the decisions an agent can make and the point at which a call goes to a team leader.

The sample shows a 20-second greeting, a two-check verification, a refund form with a £50 sign-off limit, a risk table for price objections, and complaint timescales of 5 working days at stage 1, 10 at stage 2 and 8 weeks for the final response. Replace the figures, scripts and names with your own call data and regulator wording, and keep the structure your agents already use on live calls.