Call Scriptingfor Contact Centers

TKDialogs: international

TKDialogs: UK

TKDialogs: local government

The plight of the contact center agent

Customer facingInterpersonal skills of a psychologist

Job Specification

Range of processes and services

Level 1 service & outcome structure

Customer Interface

Corporate & Strategic functions

• Deliver a joined-up customer experience and ‘whole view’• Enable continuous improvement by encouraging and collecting feedback

Environment• Develop and maintain aesthetic

harmony• Improve cleanliness and

sustainability• Minimise environmental risks to

health• Enable smooth communications

and living through modern, reliable infrastructure

Population• Improve the skills base, among

adults and children alike• Provide advice, care and support to

the needy• Develop the local cultural, sporting

and general identity• Promote a sense of community &

inclusion throughout the population• Develop prosperity through

business and tourism

• Improve the day-to-day functioning of the municipality and service delivery• Manage back office, front office and service delivery teams to optimise the

customer experience• Promote competitive and fair employment and procurement markets

Organisational Model

Process Library

Process Details

Range of processes and services

Possibly hundreds of inquiry types to be handled by the agent with an aim to resolve 80% at the first point of contact

Job Specification

Knowledge of an expert

Interpersonal skills of a psychologist

Data quality

Data needs to be entered accurately into the CRM and other systems for follow-up and to monitor SLAs

Job Specification

Knowledge of an expert

Skills of a computer operator

Interpersonal skills of a psychologist

Agent profile

Typically

• Salary: Low • Turnover: High• Training: Ongoing

Job Specification

Knowledge of an expert

Skills of a computer operator

Pay: minimum wage

Interpersonal skills of a psychologist

What do TKDialogs and CRM deliver?

• A single user interface for the Agent • Provides unified access to multiple CRM modules• Provides unified access to multiple data sources• Automates business logic based on user input,

calculations and multiple data sources• Launched from CRM or CTI

What do TKDialogs and CRM deliver?

• Generates documentation from multiple modules and data sources

• Populates CRM records and links to other products

• Automates CRM activities

Automation

Benefits

• Reduction in transaction time• Reduction in training costs, initially and on-going• Resolution of enquiries at the first point of contact• Ensures consistency• Better staff utilisation - multi-skilling• Increased back office productivity• Better customer service

Dialog Builder

• Easy-to-use, flowcharting design tool• Automatically generates web pages• CRM integration wizard• Integration with other data sources• Extensible through custom plugins

Partner Benefits

• Extend existing CRM deployments• Win new business opportunities in the contact

center market• Win additional services business

matthewn@astraia.co.zawww.astraia.co.za@astraiatech