Scripting in Outbound Calls
- As widely reported in the press, call scripting has long been associated with negative connotations. Although it has been
known to make contact centre calls sound stilted and inflexible, this theory is slowly evolving due to more and more
organisations reaping the tangible benefits that scripting can bring
The more modern scripting systems in particular, such as CallScripter, recognise that a straight-line
script is not the correct way to provide the best repeatable call flow. A flexible and adaptable script will provide your agents
with the optimum tools to ensure a quality communication process.
Outbound scripting software defines structured flows across all interactions, via a single, intuitive-to-use application. The
contact centre management team can use the outbound scripting tool to define said call flows and determine what information,
from which systems, is required at each stage of the call. The CallScripter software then automatically
pulls in this data and updates the underlying systems with information gathered during the interaction.
The CallScripter desktop scripting system will allow you to:
- Provide context-sensitive scripts, based upon specific customer information
- Control the structure and dynamically route the call interaction based on the direction of the conversation; for example
providing the agent with relevant handling objection prompts
- Directly integrate with other IT systems to guarantee that the agent has any relevant information ‘screen popped’, as and
when they need it
- Ensure the ability to manage workflow between agents, functions and departments
- Implement a simplified process for your agents so that the need for complex navigation across multiple systems and data
sources is completely negated
- Have the flexibility to easily change or redirect process flows or introduce new developments
The adoption of scripting practices is consistently gaining momentum, and they are widely used in outbound contact centres,
with around 63% taking advantage of the benefits so far.
It can be a significant productivity tool in an outbound operation, delivering:
- Consistent process conformance
- The assurance that compliance and regulatory procedures are adhered
- Improved performance through shorter transactions
- Dramatically reduced training times for new staff and new campaigns
Putting in place a scripting solution, either providing call prompts or simply structuring the call flow, will ensure
consistency in interactions, and help to guide the agent along the most productive conversational path.
Speak to us today for further information about how we can help to guide your calls the right way, the
CallScripter way.