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
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Next Generation Agent Scripting
Roy HolmesSenior Sales Executive [email protected]
Matt TaylorPre Sales Consultant [email protected]
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Agenda
o Introduction
o Why scripting?
o Features
o Benefits
o Live demo
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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
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Scripting perceptions... Today’s scripting is far away from the inflexible outbound sales scripts
Why scripting?
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...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?
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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
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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
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Demo
So let’s see what it looks like...
CallScripter demo
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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]