Call Center Scripting

One of the primary concerns for any Call Center is making sure that their agents are able to handle as many phone calls as possible. How does a Call Center train one person to handle multiple situations? Simple, they don’t. What does train the agents is the script that was designed for them. A well designed script that is flexible and easy to use will allow almost anyone to handle a call center call just as well as a seasoned agent.

With our IVR Studio you have the simplicity of:

1. One click scripting
2. Javascript Support
3. Voicent Variables to interact with the Call Center CRM within your scripts
4. Dynamic capabilities to make the script evolve as your customer does

As you can see in the image above, we have a CRM field labeled, “How did you find Voicent?”. The Voicent variable for that CRM field would be:

{How did you find Voicent?}

When the scripting system finds a Voicent Variable, it will replace it with the CRM value. We check to see if this person has been asked this before, and if they were we do not ask it. But, if they were not asked this before or they did not answer it, then we can show it to the agents to try and get it answered.

Additionally, you are not limited to the IVR Studio scripting system. You can also specify a third party URL(Uniform resource locator) or provide your own URL that can be a web based script hosted elsewhere. The third party hosted scripts can also utilize the Voicent Variable system so that you can interact with your Call Center CRM at the same time. If you would like more information on the scripting system, please send an email to support@voicent.com