Phone Scripts
Phone Script Templates for IT Companies (2026)
IT support calls are usually time-sensitive: an outage, a security scare, or a VIP user who “can’t work.” These scripts help you qualify the issue fast, set expectations on response time and pricing, and keep tickets moving—even when you’re in a server room or on a live troubleshooting session.
New Customer Inquiry (First-Time Caller)
Use when a new business calls asking if you can “take a look” or become their IT support.
“Thanks for calling—this is [Name] with [Company]. Are you looking for immediate help today, or are you comparing IT providers for ongoing support?” “Quick questions so I point you the right way: how many users and computers do you have, and are you on Microsoft 365 or Google Workspace?” “Is anything down right now—email, internet, phones, or a server?” “If it’s a one-time fix, our break/fix rate is usually $100–$200 per hour depending on urgency. If you want ongoing coverage, managed services typically run $1,000–$10,000 per month based on users, security, and response time.” “Do you want me to schedule a discovery call, or open an urgent ticket and start triage?”
Tips for this scenario
- -Ask “what’s down?” first—email, internet, phones, or server—because it decides urgent routing and billing.
- -Get user count and platform (Microsoft 365/Google Workspace) so you can estimate managed services range without guessing.
- -End with a clear fork: “discovery call” vs “open urgent ticket,” so the caller doesn’t stall.
Common Mistakes to Avoid
!You don’t ask “is anything down right now?” so urgent outage calls get treated like routine requests—and the caller hires the next MSP.
!You quote a flat price without learning user count, Microsoft 365 vs Google Workspace, or whether it’s one user vs the whole office.
!You skip collecting the basics (address, on-site contact, callback number, domain/DNS host), then waste time calling back for info during triage.
!You don’t set urgent billing expectations ($100–$200/hour), so the client argues about cost while you’re trying to restore service.
!You let security calls turn into long stories instead of containment steps (disconnect devices, confirm suspicious Microsoft 365 logins, identify decision-maker).
