The translation process for a script adds additional layers of complexity and differentiates written English from spoken English. Sentences written in clear, concise language become longer and more complex when spoken, with the addition of prepositional phrases, reliant clauses and subordinating conjunctions, and noun phrases that slow the delivery of the sentence. While the agent is stumbling over the words, the customer hears the stumble, not the sentence.
Scripts are written to be read out. If the line takes more than a single breath, it is not a deliverable line and will be rewritten. This is a time intensive process, however, it will yield a concise script.
Anyone can write a greeting, that is not the value. The value is in the writing after a customer refuses an offer or is annoyed and asks a question that is three steps ahead of the current process.
Call scripts that are constructed as prose sound stiff and rigid over the phone. The written scripts include constructions that are rarely, if ever, spoken aloud—complex subordination, formal connectives, etc.—and are geared toward the cooperative customer. The first time the customer talks over the agent, they are put on the spot with no backup plan.
The writer analyzes the calls that went sideways, marks where they went sideways, and uses that to write and aim toward those moments. These drafts are read at speaking pace and timed. Anything that takes too long or something that the reader trips on will be removed.
Your script is laid out for the agent’s eye: the line to say in one column and why it is there and what to do next in the other. Branch points are numbered so an agent can jump without losing the thread. There is also a short do-not-say list, which is usually the page team leads pin up.
One rate, whatever the format: $10 per 100 words. You are paying for the writer’s time and judgement, so the price scales with the words rather than with a package tier.
| Typical customer-service script | Words | Writing | Fee (1%) | You pay |
|---|---|---|---|---|
| Single call script | 500 | $50 | $0.50 | $50.50 |
| Call flow with branches | 1,200 | $120 | $1.20 | $121.20 |
| Full phone playbook | 2,500 | $250 | $2.50 | $252.50 |
The writer receives 100% of the writing price. Our 1% fee is added on top of it, and 0.5% is donated to tree planting. Full pricing breakdown.
Anything from 100 words up. Because you pay by the word you are never buying padding to fill a package tier.
Yes. Tell us the volume and cadence and we keep the same writer on the account so the voice stays consistent. The rate does not change with volume.
Yes. We treat required lines like fixed text that we work around rather than text that can be paraphrased. Send us the wording exactly as your compliance or legal team wrote it. We write the script to allow it to carry the statement. Your qualified team reviews the final version before it is used.
They can be included with the order. Notes explain the purpose a line serves and what the agent should be listening for. This is what prevents a script from being delivered in a flat manner. State this in the brief, and we will place the notes in conjunction with the script.
Completely. Copyright transfers to you on delivery, with no attribution requirement and no licence back to us. Nothing written for you is resold, repurposed or republished.
Reviews from completed, paid orders in this category.
Thirty articles with the same structure and with the same voice are difficult to develop for a knowledge base. Screenshot placeholders were described with prose instead of with tags. Unfortunately, our designer had to try to find them with some difficulty. This is a small thing, but I plan to put it in the brief next time.
Twenty-two articles on our top ticket drivers. The writer requested redacted transcripts, and then described the problems in the way customers used the language – thermostat will not hold temperature, instead of thermostat calibration. Help center search finally started working.
Eleven articles covering our top ticket drivers. They requested the original ticket text first, not the internal descriptions, and the difference is significant. The articles use the terms customers input into the search box. There’s been a downward shift of about a fifth in the volume of contacts on those topics.
We do not ask you to take the no-AI promise on trust. Each draft is run through these platforms and the reports are attached to your delivery email.
Originality.aiAI detection + plagiarism
GPTZeroAI detection
TurnitinAI detection + similarity
CopyleaksAI detection + plagiarism
Winston AIAI detection
ZeroGPTAI detection
SaplingAI detection
Content at ScaleAI detection
Send the brief, get a human draft back within 3 days. No account, no subscription, no AI.
$10 per 100 words · all of it to the writer · 0.5% to trees