In our recent analysis of the user feedback and behavioral data, we have realized the need for a comprehensive tool to assist agents with note-taking and following a pre-defined flow during manual calls.
To meet the need at hand, we aimed to make use of scripters, which was originally a complementary element of the campaigns, also available for manual calls.
Firstly, we enabled the use of the scripter layout for incoming calls.
With our latest release, you will now be able to use the scripter layout feature for manual outgoing calls.
Now the customer representative can;
Lead the conversation in a planned manner by selecting the scripters according to possible scenarios.
Take call notes easily and regularly thanks to the pre-defined scripters.
Manage the calls and note-taking on the same platform.
Operation Manager can;
Structure the flow of the manual outbound calls with specifically designed scripter layouts.
Easily analyze the details of the calls and notes within the platform.
Limitations:
Since the scripters for the manual calls are not associated with any campaigns, there will not be any appointment scheduling. Besides, since there will not be any custom data, the scripter won't be showing any texts for the defined parameters.
Manual Outbound Scripter Setup:
Enter Call Center Studio platform, then select Administrator menu.
Proceed to the Queue menu
In the queues list select the one you wish to set outbound scripter by clicking on the pencil icon. Scroll down in the editing menu.
In the Scripter Layout field, check the "Also use for outbound manual calls" box in order to use the selected scripter layout for outbound manual calls.
Save Queue settings.
Now the selected scripter layout will be operational for the outbound manual calls as well.
We wish the manual outbound scripter feature will help you increase your efficiency and achieve your targets easily. For more information and feedback please do not hesitate to contact us.