Candidate reference call script: what to say when the referee picks up
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A candidate reference call script covers the part a question list does not: what to say when the referee answers, how to set the call up so they speak freely, how to turn polite praise into evidence, and what to say when they hesitate or cite a company policy. The shape is: confirm it is a good time, explain the role in two sentences, verify how they know the candidate, ask your questions with a probe after each, then close by asking what you have not asked.
The questions themselves, with what to listen for, the candidate authorization note and the client write-up are in the reference check template. The emails that set up the call are in the reference request email templates. This page is the conversation in between.
Before you dial
- Authorization. The candidate has agreed, in writing, that you can contact this person, and has told them to expect a call.
- The relationship. You know, from the candidate, when they worked together and in what roles. You will check it against what the referee says.
- Your three questions. Pick the three things this client most needs to know, taken from the must-haves and from anything the interviews left open. Ask those even if the call is cut short.
- Where you will write. A blank note with the referee's name, date and time. Write their answers in their words.
If you plan to record the call, get the referee's consent at the start and check the rules for both states first; see recording calls across state lines. If a screening company will run the references instead of you, different rules can apply; the FCRA background check guide explains when.
The opener
When the call was scheduled
"Hi [Referee], it's [Your name] from [Agency]. Thanks for making time.
Is this still a good moment? It should take about fifteen minutes.
[Candidate] is being considered for a [role] where they'd be [one
sentence on the work]. I'd like to hear about your time working
together. I'll summarize what you tell me for the hiring manager,
sticking to what's relevant to the job. If there's anything you'd rather
I didn't attribute to you by name, just say so."When you are calling cold
"Hi, is that [Referee]? It's [Your name], a recruiter at [Agency].
[Candidate] gave me your name as a reference and said they'd let you
know. Is now a bad time, or should we book fifteen minutes later today
or tomorrow?"If they did not know to expect you, do not push on. Book a time, and ask the candidate to send them a quick message first.
Through a switchboard or assistant
"Hi, this is [Your name] from [Agency]. I'm calling [Referee] for a
reference on a former colleague, who listed them and told them to expect
my call. Is there a good time to reach them?"Verify the relationship first
"Before I ask about the work: how do you know [Candidate], and when did
you work together?"
"What was your role at the time, and what was theirs?"
"How often did you see their work directly: daily, weekly, or less?"If the dates or the reporting line differ from what the candidate told you, note it and carry on. Do not challenge the referee. A small difference is usually memory; a large one is something to raise with the candidate afterwards. If the referee saw the candidate's work only occasionally, weight everything they say after this accordingly.
The probes: turning praise into evidence
Most referees want to help the candidate and will start with general praise. The skill is in the follow-up. After each of your main questions, use one of these.
| They say | Probe |
|---|---|
| "They were great." | "What's an example of that, from something you saw?" |
| "Really strong technically." | "What's the hardest problem you saw them solve? What did they do?" |
| "Everyone liked working with them." | "Tell me about a time they disagreed with someone. How did it go?" |
| "They delivered." | "What did they deliver, and what did it change?" |
| "No weaknesses, honestly." | "If you were their manager again, what would you help them work on?" |
| "They'd be fine in that role." | "What part of the role would they find hardest?" |
| A long pause, then "...yes, they were good." | "You paused there. Is there anything that would help the new manager to know?" |
Two comparison questions are worth asking on almost every call, because they are hard to answer with general praise:
"Compared with other people you've seen in that role, where would you
put them?"
"Would you hire them again, for the same role? Why?"Listen for the speed and the reason. A quick yes with a specific reason is strong. "Yes, in the right role" is an invitation to ask which role.
When the referee hesitates or pushes back
"Company policy is that I can only confirm dates and title."
"That's fine, I understand. Could you confirm [Candidate] worked there
from [date] to [date] as [title]? Thank you. I won't ask anything
beyond that."Respect it. Do not try to get them talking "off the record." Then go back to the candidate for another referee who saw their work, such as a former manager who has since left, or a client or peer. A dates-only policy is not a negative reference and should never be reported as one.
"I'm not comfortable going into detail."
"Of course. Could I ask just two things: what they were best at, and
whether you'd work with them again?"If they decline those too, thank them and end the call. Note what happened factually ("declined to comment beyond confirming dates") without interpreting it.
"Who is the client?"
"I can't share the company's name yet, but it's a [type of company]
and the role is [one sentence].""Will [Candidate] see what I said?"
"I'll summarize for the hiring manager. I can't promise it will never
reach [Candidate], so I won't. If there's something you'd rather not
have attributed to you by name, tell me and I'll say it came from a
reference."Never promise confidentiality you cannot guarantee.
When a concern comes up
If the referee raises something serious, slow down and get facts, not adjectives.
"Can you tell me what happened?"
"When was that? Was it once, or a pattern?"
"How was it resolved?"
"Is it something you think would come up in this role?"Write down exactly what was said, including how they said it. Do not agree, argue or add your own reading. One reference is one person's view; check it with a second reference before you treat it as a pattern. Do not ask about, or record, health, family plans, religion, age or anything else unrelated to the work, even if the referee volunteers it.
The close
"That's really helpful. Last question: is there anything I haven't
asked that you think the hiring manager should know?"
"Thank you. If the client has one follow-up question, may I come back
to you?"
"I appreciate the time. I'll let [Candidate] know we spoke."The "anything I haven't asked" question regularly produces the most useful answer of the call. Ask it, then wait.
After the call
- Write it up within the hour, using the write-up format in the reference check template. Keep their words in quotes and your interpretation clearly separate.
- Send the referee a short thank-you. Referees who are treated well take your calls again, and some become clients or candidates later on their own initiative.
- Tell the candidate it happened, without passing on what was said.
- Tell the client what you found, good and bad, in the referee's words. If a concern came up and a second reference did not support it, say both things.
One discipline worth keeping: a reference call is not a business development call. Asking a referee about their own hiring at the end of the call trades on the candidate's trust. If they raise it themselves, take the details and follow up separately another day.
A one-page version for the call
REFERENCE CALL — [Candidate] for [Role] — [Referee], [date]
OPEN: good time? / 15 min / role in 2 lines / summary for manager / attribution
VERIFY: how you know them / dates / your role, theirs / how often you saw the work
MY 3 QUESTIONS (from the must-haves):
1. ____________________ probe: example? what changed?
2. ____________________ probe: example? what next?
3. ____________________ probe: hardest part of the new role?
COMPARE: vs others in the role? / hire again, same role, why?
DEVELOP: what would you help them work on?
CLOSE: anything I haven't asked? / follow-up OK? / thank you
NOTES (their words):Questions people ask
How do I get a reference to say more than 'they were great'?
Ask for an example, then ask what happened next. Follow with a comparison question, such as how the candidate compared with others in the same role, and a development question, such as what a new manager should help them with. Specific answers come from specific questions.
What should I do if the company only confirms dates and title?
Thank the person, confirm the dates and title, and ask the candidate for another referee who saw their work, such as a former manager who has since left that company. A dates-only policy is not a negative reference and should not be reported as one.
Should I tell the referee what the role is?
Yes, in one or two sentences. Referees give more useful answers when they know what the candidate will be doing. Leave out the client's name unless the candidate has agreed you can share it.
What if a reference raises a serious concern?
Ask for the facts behind it, without leading, and write down exactly what was said. Check it against a second reference before you report it as a pattern, and tell the client accurately what one person said rather than your interpretation of it.