Call Scripting Software: The Key to Agent Automation

By scripting the flow of a call and embedding that into the call-processing system, agents can be guided through calls in a predictable manner with consistent interactions with callers. This allows for reduced errors and complaints, increased effectiveness, greater agent job satisfaction, and uniformity of output. Call centers that are able to program this structured call flow and control into their client’s accounts are able to achieve higher quality with less agent training. Here are some call scripting vendors to consider:


Alston TascomAlston Tascom, Inc.: With Alston Tascom’sEvolutionSystem, call scripting begins the moment the call enters your system. Each account follows either a standard call-flow scenario (auto answer or voicemail with agent revert are just two of twenty-five possibilities), or a custom call-flow scenario can be created using any combination of actions the system should take (such as “get an agent,” play a WAV file, divert the call to another number, open a voicemail box, send an email, send a digital or alpha page, or move the caller to a different action).

If the call script sends the call to an agent, message scripting begins. Multiple tools are available to ensure the proper handling of the message, such as pop-up boxes, drop-down lists, database lookups, required fields, automatic cursor movement based on prior answers, time-sensitive instructions, and on-call information. Dispatch scripting follows, with fax, email, paging, and dial-out options for agent messages; for voicemail messages, a sequence of distribution devices can be scripted to deliver the message. Script files can be saved as templates, used by multiple accounts, copied and customized for specific clients, or shared among Evolution users.

Reach Alston Tascom at 909-548-7300 or info@alstontascom.com.


AmtelcoAmtelco: Infinity Intelligent Series (IS) offers next-generation call scripting with contact-based architecture and IS messaging, designed to reduce errors with more sophisticated call-flow scripting, message processing, and contact-based dispatching. The Infinity IS guides agents through the entire call process.

The integral script editor can be used to customize scripts with different colors, fonts, buttons, hyperlinks, drop-down lists, menus, and check boxes. This is presented in a visual layout, allowing scriptwriters to see how their script will look as they create it.

Scripting can greatly reduce mistakes while gathering information by automatically checking spelling, verifying that phone numbers and other fields are entered correctly, making automated case conversions, performing date and time calculations, filling in city and state based on postal code, and connecting to external databases and websites.

Once a message is taken, dispatching steps can be tailored to each client’s needs. Scripts automatically select the appropriate contact for dispatching from an on-call schedule or directory, and then follow their specific preferences for the current month, day, and time, with special allowances for holidays.

The process of dispatching messages is greatly enhanced using intelligent directory contacts, which allows contact information to be entered as part of a directory listing. Intelligent messaging and dispatching can utilize the contact information to script and control the dispatch process.

Contact Amtelco at 800-356-9148, or info@amtelco.com.


OnviSource

Onvisource: Auto-Agent allows call center managers to script the call workflow for each client and process. Auto-Agent consists of four elements:

  • Intelligent Call Distribution: assigns a call to the best available agent
  • Auto Screening: unifies and populates agent screens with caller information and history for use in each customer interaction
  • Auto Scripting: enables the call center manager to automate the agent workflow
  • Auto Messaging: enables the call center manager to automate the communication to the caller, client, and third parties.

Business applications, such as order processing, provide scripting resources (including caller and client databases), credit card processing, inventory management, and shipping processes. This means that complex workflows with customer information, order history, order entry, order payment, and order processing are already integrated with Auto-Agent.

Auto-Agent is a second-generation workflow-scripting tool built on open standards for scripting. By utilizing open standards, these scripts can be exported, imported, and processed by other systems utilizing open standards as the industry continues to develop. Auto-Agent also includes tools to import scripts from legacy call-scripting systems.

For more information, contact Onvisource at 800-311-3025 or info@onvisource.com.


Professional TeledataPInnacle: Call scripting is the centerpiece of the PInnacle system. Through visual prompting, the scripting system guides agents through every call and is used for messaging, catalog-order entry, lead qualification/generation, dealer locator, marketing surveys, and inbound and outbound telemarketing.

PInnacle’s scripting increases agent performance and efficiency while reducing training time, which results in smoother agent/customer interaction, higher profit margins, and the ability to take on accounts that are more difficult. Developed specifically for commercial inbound call center services, PInnacle’s comprehensive scripting provides advanced scripting and order entry capabilities.  Its capabilities include branching, order entry, sales tax computation, credit card processing, and other complex applications.

Other features of PInnacle include:

  • Automated dispatch can launch one or more faxes, emails, or repeat pages (alpha or digital) to on-call or other recipients.  Agents can be automatically informed of the next required action.
  • Unlimited custom message formats are customizable to optimize layout legibility and to include or omit desired information based upon responses to scripted queries.
  • The agent interface helps agents take accurate, error-free messages. With color coding, mnemonic keys, and flexible help screens, training cycles are greatly reduced.
  • Customized call routing can route to any sequence of voicemail, IVR, extensions, outside lines, or remote offices based upon variable conditions such as operator skill levels, type of call, number of calls in queue, or time of day.
  • Multiple on-call tables per account provide the ability to display information within the call script.  Clients can optionally view and manage schedules and generate message related reports via the Internet.
  • Starter accounts offer the ability to create a library of basic accounts to quickly convert, expand, and standardize existing accounts.
  • Optional account conversion services are available.

Learn how PInnacle can work in your call center by calling 800-344-9944.


Startel: Startel’s IntelliForms application is a powerful, flexible, and intuitive scripting program that can help call centers meet the challenging and unique needs of their clients. Using prompts and decision tree-based logic, call scripts can be used to fulfill a number of requirements where capturing and recording information is critical, such as taking job application forms, surveys, insurance claims, help desk support, and order fulfillment.

Scripts can also be designed to facilitate effective cross-selling or up-selling. When used with the credit card feature, payment for orders can be processed securely at the close of the transaction. One of the most powerful features is the ability to capture and save gathered information into a Microsoft SQL database.

websites can be accessed to retrieve relevant information, and data can be pushed to and pulled from the website and then presented to the agent. Menus within the script can be predefined so that agents only select the correct item, eliminating errors and ensuring data input accuracy and consistency. New scripts can be designed, implemented, and managed without having to rely on a programmer or IT resource, allowing complex and multipage scripts can be handled with ease by agents. Scripts can be tested and then pushed to general production after they have been approved. Scripts can also be time and date sensitive.

The software presents a simplified format to agents in logical sequence, enabling them to efficiently capture the required data in the proper format. The “tip text” feature presents queues to an agent that prompts them to ask questions to ensure that they capture critical elements of the script and enter all of the salient information into the data fields. This allows new agents to become productive faster, thereby reducing training expenses.

Contact Startel at 800-782-7835 or sales@startelcorp.com.


Szeto TechnologiesSzeto: Call Scripting in Szeto’s Call Linx is designed to simplify complicated and difficult accounts for agents by using a programmed script. The programmed script guides agents to answer calls swiftly and professionally. It eliminates the need for them to remember every specific detail about their accounts before handling calls. Agents do not have to make on-the-fly decisions, resulting in less stress and fewer errors.

Besides collecting information and dispatching messages, the programmed script in Call Linx also offers the services of on-call scheduling, appointment taking, order entry, dealer locator, external database edit, and terminal service on a client’s computer. All services and call-processing features are deployed from the programmed script itself, all within the same window.  Programming by “window and menu” structure is easy to understand and requires no special training to learn.

Branching is one of the most valuable scripting features. It navigates agents through the path of the conversation with callers, prompts timely phrases to communicate, and determines the information to be sent in the message. It also designates the message recipient and delivers the message according to appropriate delivery devices and schedules.

“Auto fill” and “mandatory fields” are quality insurance tools. They ensure that repeat information entry does not need repeat typing and that required information is never missed, thus saving time and minimizing errors.

Call Scripting is fully integrated into Call Linx. This is a notable advantage, because the programmed script can access and incorporate all client information, features, and switching functions, such as:

  • Web launch, which accesses information in a client’s website
  • Subscriber status, which discloses availability of the subscriber
  • Subscriber recognition, which serves to impress the subscriber
  • Caller profile, which identifies repeat callers

Contact Szeto at 888-421-3737 or charles@szeto.ca.


Telescan‘s Spectrum System offers an integrated scripting capability called SmartScript. A script created with SmartScript will uniformly and reliably guide an agent through a call, capturing the desired information and preparing the agent for the subsequent dispatch of the message.

SmartScript’s primary scripting tools are field-specific prompts and pop-up help, but each field can also have a custom HTML screen associated with it. A decision table can also be associated with each field, automating the prompting sequence based on caller responses. This enhances SmartScript’s ability to handle complex calls.

Scripts are created using the Telescan SmartScript Designer, which allows an administrator to interactively design and test a script before it is used to handle live calls. A companion program, Screen Editor, can be used to supplement and enhance scripts by creating HTML-based information. The HTML screens created by the Screen Editor serve as “help” or “information” screens, automatically appearing in a companion window during the interpretation of the script. SmartScript Designer and Screen Editor are simple to use yet capable and flexible enough to support a broad range of applications.

To find out more, call Patty Anderson at 314-616-2445.

[From Connection Magazine September 2007]