next generation agent scripting
DESCRIPTION
Streamline the customer service process by creating custom-built scripts that help agents to quickly identify and satisfy customers' needs in real-time. Webinar, 15 October, 2013TRANSCRIPT
Next Generation Agent Scripting
Roy HolmesSenior Sales Executive [email protected]
Matt TaylorPre Sales Consultant [email protected]
Agenda
o Introduction
o Why scripting?
o Features
o Benefits
o Live demo
Introduction
o Part of IPPlus PLC – a London Stock Exchange, Alternative Investment Market listed company
o Headquarters, development and support in Ipswich, UK
o CallScripter application first released 2001
o 12+ years contact centre experience
o Extensive user base with 1000s of agents across multiple markets using the product in over 40 countries worldwide
o Committed to providing high quality contact centre solutions for our customers
Scripting perceptions... Today’s scripting is far away from the inflexible outbound sales scripts
Why scripting?
...and the realityo Totally dynamic and able to provide interactive
workflows relevant to customer needs
o Context sensitive screens and logical branching react to customer data
o Aimed at process control, consistency, quality and relevant information display
o Used for inbound as well as outbound
o Can vary from light touch guides to complex workflows
o Adds value to the bottom line by creating efficiencies throughout the call
Why scripting?
Features
o Drag & drop tool-set to create screen layouts for all types of call handling
o Equally functional for either Inbound or Outbound
o Data capture and quality control, validation on entry, error checking
o Email handling and process control
o Unified front-end for multiple existing systems e.g. in house database
o Integration to telephony - CTI
o Reporting module using SSRS
Benefits
o Consistency
o Accuracy
o Process or regulatory compliance
o Reduced handling times
o Reduced training budgets
o Agent focused on the customer – raises quality
o Shorter wrap-up time
Benefits
Demo
So let’s see what it looks like...
CallScripter demo
Thank you for attending.
For more information please visit www.callscripter.com or email Roy or
Matt and we will arrange a one-to-one demo for you.
Matt [email protected]