Overview

The Script Manager allows companies to create modular, highly structured, linkable text scripts for Contact Center agents. Scripts consist of various “steps” that can be laid out in many ways.  Some scripts might be linear, while others use link functions to allow the agent to “jump” from one section of the script to another.  It’s even possible to connect the agent to a different script entirely, based on the path the customer conversation takes.

This section is a tutorial that will aid you in creating scripts for your agents to follow when interacting with clients. Each script will guide the agent through over-the-phone customer interactions. A typical script might consist of the following:

• Standard greeting
• Series of questions and follow-up questions to get to the core of customers’ problems
• Possible solutions to help solve customer problems.

Sample Script Specifications

The following are sample script specifications for creating a greeting, address update, billing query, account closure.

Sample #1: Greeting Script

Thank you for calling ABC Company. May I have your name, please?

Thank you Mr. /Mrs. ____________.

I just need to confirm some information with you before we can discuss the details of your account.

May I have your full address? Thank you.

Your phone number with area code, please? Thank you.

And lastly, your 9-digit Social Insurance Number, please.

Thank you. How can I assist you today?

<Insert link to go back to the main menu main menu>

Sample #2: Address Updates

May I have your new address with postal code please?

Once information is entered, please repeat the new address to the customer before proceeding with the call.

If there is a bill that was just sent out you will need to resend a bill or advise the client when the next bill will be sent.

<Insert link to go back to the main menu main menu>

Sample #3: Billing Questions

• What is my due date?
  Your due date is ______________ and your last statement was sent out on __________________.
  
  
• What is the payment address?
  The payment address is: 1234 Laurel Way, Toronto, ON M972C8
  
  
• What is my interest rate?
  Your annual interest rate is 23.99%
  
  
• How is my interest calculated?
  Your monthly interest is calculated on the principal balance at the beginning of your billing cycle. The formula is $X*Y/Z%

Sample #4: Can I Close My Account?

Yes, I can close your account today.  That will mean that you cannot make any further purchases effective immediately.  Your statements will be sent out as normal with the payment amount and due date and the credit limit will reflect 0.  Would you like me to send you a confirmation letter?

☐Yes

☐No

Let's Get Started

Let’s create an equivalent script to the one above. The script will have four steps. The first one will ask for the general data of the client and for the specific subject of the call, once the subject is selected, the next step will show the relevant information, leaving the other two steps hidden.

The following subsections will guide you in the creation of this script. Click the links below to jump to the indicated subsection.

1. Creating a script: explains how to create a script.
2. Editing script properties: walks you through the steps required to set the properties of your script.
3. Editing step properties: indicates how to set the properties for the first step in  your script.
4. Adding step parameters: walks you through the creation of the parameters required for the script Sample #1: Greeting, as specified above. 
5. Hiding steps:
6. Enabling steps:
7. Adding parameters for address updates, billing questions, and closing accounts: walks you through the creation of the parameters required for the remaining scripts specified above: Sample #2: Address Updates, Sample #3: Billing Questions, and Sample #4: Can I Close My Account. 
8. Previewing the Script: