MVA Script for Call Centers: Accident Intake
An MVA call center script screens people who were recently in a motor vehicle accident: when it happened, who was at fault, whether they were injured and treated, and whether they already have a lawyer. Qualified callers are transferred to a law firm's intake team. Below is a sample script you can adapt, with common objections and what gets a transfer rejected.
MVA fronter script
This is a sample. Run the script and disclosures your compliance team has approved for your campaign and your states.
- 01
“Hi, this is [Agent name] with [Company name] on a recorded line. You recently asked about help after a car accident. Do you have a minute?”
- Read your approved disclosure here. [Your required disclosure]
- 02
“When did the accident happen?”
- 03
“Was the other driver at fault?”
- 04
“Were you injured, and did you see a doctor or go to the hospital?”
- 05
“Do you already have a lawyer for this accident?”
- Outside the time window, at fault, no treatment or already represented: thank the caller and end politely.
- 06
“Thank you. I'm going to connect you with an intake specialist who can review your case. Please stay on the line.”
MVA objections and rebuttals
What callers say most often, and a compliant answer for each. Acknowledge, answer briefly, then move the call forward or end it.
Caller: “Are you a lawyer?”
“No, I'm not, and I can't give legal advice. I just ask a few questions so the intake specialist can review your case.”
Caller: “I don't want to sue anyone.”
“That's completely up to you. The intake specialist can explain your options, and there's no obligation to do anything.”
Caller: “How did you get my number?”
“[State your lead source exactly as your compliance team approves it.]”
Caller: “Take me off your list.”
“Of course. I'm marking your number as do not call right now, and you won't hear from us again. Have a good day.”
End the call straight away. Do not rebut, do not ask why. Mark the number DNC before the next dial.
The transfer handoff
- 01
“Hi [Intake name], I have [Caller first name] on the line. The accident was on [date], the other driver was at fault, they were treated, and they don't have a lawyer yet.”
- Stay on until intake answers and greets the caller, then drop.
What gets a transfer rejected
- The caller already has a lawyer for this accident
- The accident is outside the firm's time window
- The caller was at fault, or had no injury or treatment
- The caller is not the injured person and cannot speak for them
- Dead air or the caller dropped before intake answered
Before you run it
- Never give legal advice or promise a settlement
- Make clear who you are calling on behalf of
- Record every call
- Honor do-not-call requests immediately
Run this script on a bot
A B3 Voice MVA bot reads your approved script on every call.
It understands the caller instead of playing recordings, answers questions, handles interruptions and transfers qualified callers to your agent. $40 a fronter a month, unlimited calls, 3-day free trial.
MVA script questions
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