Orientation Call
Orientation Call — Script & Checklist
The Orientation Call is the first live conversation between an Onboarding Specialist and a new client. It should occur within 48–72 hours of signup. This is a relationship-building call — not a technical deep dive. Keep it warm, confident, and energizing.
📋 Call Overview
Duration: 15–20 minutes
Goal: Welcome the client, set expectations, build trust, and schedule the Onboarding Call
Tone: Warm, professional, confident — like a trusted advisor, not a call center agent
Tools Open: GHL (contact record), SmartCredit (ready but not yet reviewing)
Duration: 15–20 minutes
Goal: Welcome the client, set expectations, build trust, and schedule the Onboarding Call
Tone: Warm, professional, confident — like a trusted advisor, not a call center agent
Tools Open: GHL (contact record), SmartCredit (ready but not yet reviewing)
Pre-Call Checklist
Complete these tasks before dialing:
Call Script
Opening (2 minutes)
[Agent]: "Hi, may I speak with {{contact.first_name}}?"
[Client confirms]
[Agent]: "Hey {{contact.first_name}}! This is [Your Name] calling from Crowned Credit. How are you doing today?"
[Allow client to respond — listen, don't rush]
[Agent]: "That's great to hear. I'm reaching out because you recently joined the Crowned Credit family, and I want to personally welcome you and make sure you're all set up and feeling confident about the road ahead. Does this a good time to chat for about 15 minutes?"
[Client confirms]
[Agent]: "Hey {{contact.first_name}}! This is [Your Name] calling from Crowned Credit. How are you doing today?"
[Allow client to respond — listen, don't rush]
[Agent]: "That's great to hear. I'm reaching out because you recently joined the Crowned Credit family, and I want to personally welcome you and make sure you're all set up and feeling confident about the road ahead. Does this a good time to chat for about 15 minutes?"
Confirmation & Warm Welcome (2–3 minutes)
[Agent]: "I want you to know — you've made a really smart decision. A lot of people talk about fixing their credit for years, but you actually took action. That matters. We're going to be right here with you every step of the way.
Quick overview of who I am: my name is [Name], and I'm your Onboarding Specialist here at Crowned Credit. My job is to make sure your first two weeks with us go smoothly — getting your account fully set up, walking you through how everything works, and making sure you feel confident before we hand you off to your dedicated support team."
Quick overview of who I am: my name is [Name], and I'm your Onboarding Specialist here at Crowned Credit. My job is to make sure your first two weeks with us go smoothly — getting your account fully set up, walking you through how everything works, and making sure you feel confident before we hand you off to your dedicated support team."
Portal Confirmation (2–3 minutes)
[Agent]: "First things first — did you receive the email with your portal login? It would have come from the Crowned Credit email address, and it's got your username and a link to set your password."
[If YES]: "Perfect! Were you able to log in and take a look around?"
[If NO]: "No problem at all — let me resend that right now. [Resend in GHL]. Check your inbox in the next couple minutes, and also peek in your spam folder just in case. While we're on the call, let me know if you see it come through."
[If YES]: "Perfect! Were you able to log in and take a look around?"
[If NO]: "No problem at all — let me resend that right now. [Resend in GHL]. Check your inbox in the next couple minutes, and also peek in your spam folder just in case. While we're on the call, let me know if you see it come through."
Process Overview (5–7 minutes)
[Agent]: "Let me give you a quick overview of how the Crowned Credit process works, so you know exactly what to expect.
Step one — we're going to pull your credit reports from all three bureaus: Equifax, Experian, and TransUnion. We do this through a tool called SmartCredit. In our next call, we'll go through the report together and identify the negative items we're going to target.
Step two — once we know what we're working with, our dispute team gets to work. We're going to send formal dispute letters to the credit bureaus on your behalf, challenging anything that's inaccurate, outdated, or unverifiable. The bureaus have 30–45 days by law to respond.
Step three — we review what came back. Items that were removed are wins for you — you'll see your score go up. Any items that weren't removed, we build a new strategy and go again. Most clients go through 2–4 rounds of disputes before we've done everything we can.
Step four — graduation! When your credit profile is as clean as we can get it, we celebrate with you, give you a summary of all the wins, and set you up with strategies to maintain and grow your score going forward."
[Pause for questions]: "Does that make sense so far? Any questions before I continue?"
Step one — we're going to pull your credit reports from all three bureaus: Equifax, Experian, and TransUnion. We do this through a tool called SmartCredit. In our next call, we'll go through the report together and identify the negative items we're going to target.
Step two — once we know what we're working with, our dispute team gets to work. We're going to send formal dispute letters to the credit bureaus on your behalf, challenging anything that's inaccurate, outdated, or unverifiable. The bureaus have 30–45 days by law to respond.
Step three — we review what came back. Items that were removed are wins for you — you'll see your score go up. Any items that weren't removed, we build a new strategy and go again. Most clients go through 2–4 rounds of disputes before we've done everything we can.
Step four — graduation! When your credit profile is as clean as we can get it, we celebrate with you, give you a summary of all the wins, and set you up with strategies to maintain and grow your score going forward."
[Pause for questions]: "Does that make sense so far? Any questions before I continue?"
Timeline & Expectations (2 minutes)
[Agent]: "I want to set realistic expectations here, {{contact.first_name}}. Credit repair is not overnight — I'm sure you've heard that. But it is very real, and clients who go through this process consistently see significant improvements in their scores.
Most of our clients start seeing movement within 60–90 days of the first dispute round going out. The full journey typically takes anywhere from 3 to 12 months, depending on how many negative items are on your report and how complex they are.
The most important thing you can do on your end is: respond when we reach out, get us your documents as soon as possible, and don't open new credit lines or miss any existing payments while we're working. Your job is to not make things harder — our job is to do the heavy lifting."
Most of our clients start seeing movement within 60–90 days of the first dispute round going out. The full journey typically takes anywhere from 3 to 12 months, depending on how many negative items are on your report and how complex they are.
The most important thing you can do on your end is: respond when we reach out, get us your documents as soon as possible, and don't open new credit lines or miss any existing payments while we're working. Your job is to not make things harder — our job is to do the heavy lifting."
Documents Request (2 minutes)
[Agent]: "To get started, I need three things from you — and the sooner you get them to us, the sooner we can start sending disputes.
1. A government-issued photo ID — driver's license, passport, or state ID.
2. Proof of your current address — this can be a utility bill, bank statement, or any official document with your name and address dated within the last 60 days.
3. A signed authorization form — we'll send this to your email, it just gives us legal permission to dispute on your behalf.
You can send these right through your portal, or you can reply to any of our emails. Which would be easiest for you?"
1. A government-issued photo ID — driver's license, passport, or state ID.
2. Proof of your current address — this can be a utility bill, bank statement, or any official document with your name and address dated within the last 60 days.
3. A signed authorization form — we'll send this to your email, it just gives us legal permission to dispute on your behalf.
You can send these right through your portal, or you can reply to any of our emails. Which would be easiest for you?"
Schedule Onboarding Call (2 minutes)
[Agent]: "Our next step is the Onboarding Call — that's where we actually pull up your credit report together and go through everything in detail. It takes about 30–45 minutes and it's really eye-opening for most people.
I'm going to send you a scheduling link right now. What days and times generally work best for you?"
[Log preferred times in GHL. Send calendar link via SMS.]
I'm going to send you a scheduling link right now. What days and times generally work best for you?"
[Log preferred times in GHL. Send calendar link via SMS.]
Close (1 minute)
[Agent]: "{{contact.first_name}}, I'm really glad we connected today. You're in good hands — I promise you that. If anything comes up before our next call, just shoot us a text or reply to any of our emails and we'll get back to you quickly.
You'll be hearing from me soon. Have a great rest of your day!"
You'll be hearing from me soon. Have a great rest of your day!"