CallScripter 4.5

• Fast, flexible and functional; CallScripter can handle simple or sophisticated scripts, in either a premise or hosted (SaaS) environment. We configure the solution to fit your business, not the other way around.

CallScripter 4.5 Key Functionalities

+ Order products or even book tickets; callers can make purchases or request tickets. The CallScripter shopping basket feature allows for multiple purchases, alongside up-sells and cross-sells; designed to generate additional revenue for your business.

+ Multi-lingual translations; CallScripter currently has eight language translations: UK English, German, French, Dutch, Russian, Ukrainian, Hungarian and Turkish.

+ Controls; a huge range of functionality including basic text boxes to collect information, to a payment gateway for processing credit cards. Programmers can copy and adapt controls for specific use.

+ The capability to capture bank/credit details; our integrated call recording system can live pause and resume to avoid recording these details (for PCI compliance and data protection issues).

+ Live call management; embedded into the CallScripter interface, supervisors can listen in to calls, from any geographic location.

+ Agent messaging; allows for instantaneous communication to agents via their screens.

+ Agent Calculator; forecast exactly how many agents you will need in your contact centre during a set period based on historical call volumes.

+ Tailored “dashboard”; agents can view their own and the entire call centre performance.

+ Workflow systems; follow up actions are automated to ensure that the correct sequence of post-call events happen within defined timescales.

+ Skills based routing; assigning calls to the most suitable agents, instead of simply choosing the next available agent.

+ Real-time capabilities; agents can send reports, emails and SMS messages from the script; with contact details and FAQ’s available at all times.

+ Productivity monitoring application; agent time and activity log will show exactly what your agents spend their time on; on which clients; individual call durations and shift productivity.

+ Outbound Manager Module; call lists can be imported and managed, allowing effectiveness and progression of a call list to be monitored, prioritised and allocated.

+ Reporting; easy to generate, format and data cleanse detailed reports. The CallScripter reporting suite is a highly powerful component of our application.