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