At a Glance
About Agent Scripts
Agent time is one of the most expensive contact center resources. Users of Softdial Contact Center™ (SCC) can make the most effective use of it by designing agent scripts, typically a series of pages delivered in a standard web browser, to guide the agent through a customer interaction depending on the customer’s response.
Building scripts
Agent scripts are built using Softdial Scripter™, a fully featured script and workflow design suite, and served to agents via the Agent Desktop alongside customer contact history, and session control facilities such as hold, mute, disposition, etc.
Process flows for agent scripts are designed using Scripter’s drag-and-drop design tool by connecting agent screens and other process items.
Precise, effective design of agent scripts can boost agent performance by helping them to:
- close a sale
- up-sell/ cross-sell
- provide excellent customer service
- follow company style guidelines
- adhere to the text of compulsory notices.
Example flow design for a simple agent script
Designing effective agent screens
Scripter offers a visual screen designer for organising guidance and productivity items to be displayed to agents, for example:
- simple prompts for what the agent should say
- mandatory declarations
- business process integration
- session control – hang up call, transfer session, etc.
The screen designer offers an extensive toolbox of items to use on agent script screens, e.g. text boxes, tables, buttons, checkboxes, dropdown boxes, images and much more.
Many of these can be connected to data sources, giving the agent access to business back-end systems, CRM databases, etc. Combining these items gives the agent everything at their fingertips to provide first-class customer service.
Automating processes
Most Sytel customers use Scripter to develop agent scripts, but Scripter’s unique versatility also enables the automation of a wide range of actions and business functions.
See these real-life use cases to illustrate the breadth of possibility.
