Telemarketing Software and Call Center Agent Scripting

Campaign Control
Links to Call Center Resources
Graphical Script / Interface
Real-time Campaign Revisions
Agent Productivity
Call Flow - Logic & Branching
Fulfillment
Web Integration

For a call center to maximize its time and resources, agents must have accurate information at their fingertips. The scripting component of our telemarketing software application, Telescript, is designed to enhance the productivity, efficiency and effectiveness of call center agents by enabling them to professionally lead a customer through a call.

Agents are a key piece of the call center puzzle and to be successful, require direct access to all pertinent information. Telescript scripting provides agents with real-time access to this information. Telescript was designed to ease the burden on call center agents while simultaneously increasing their means for success.

Campaign and Call Control

Call centers cannot operate properly if their agents are not equipped to handle questions, needs and objections during a call. Therefore, telemarketing agents must have access to all pertinent information, be able to emphasize key points, know how to accurately look-up and quote prices and correctly record essential data. Scripting software returns control of the campaign to the manager. During the call, the script will branch to ensure the continuous flow of proper information, no matter how complicated the call pattern is. Customize Telescript for virtually any type of campaign and enhance agent performance by reducing the number of errors.

Seamless Links to Call Center Resources

Telescript scripting is designed to transparently link to your call center resources without requiring the agent to perform any additional tasks. Telescript integrates with nearly any ODBC compatible database, delivering information directly into the script and writing it back during the ongoing conversation. Scripts can generate inventory information, media sourcing, fulfillment letters, forms, invoices, price quotes, documents and other data during calls.

Graphical Script / Interface

With the ability to incorporate any combination of fonts and colors into a script, the possibilities are endless. Telescript scripting includes a fully graphical script editor, enabling you to imbed any type of graphical image necessary for increased agent productivity. Menu fields, check boxes, buttons, logos, emblems, symbols, and (cut and paste) images from other programs are just a few clicks away. Even interactive scripts, with sound-files and video-clips are possible!

Real-Time Campaign Revisions

Telemarketing campaigns are rarely perfect when first unveiled. The more quickly and efficiently the script can be evaluated and refined, the higher the return on agent’s time. When the campaign begins, agents will undoubtedly point out practical methods to improve the script, at which point they will turn to their manager. This scripting package is designed for the call center manager, not the MIS department, so changes can be made on-the-spot! Even with very complicated campaigns, scripts are easy to understand and modify. Scripts can be revised and be up-and-running within minutes, reducing the amount of down-time to the bare minimum, and gaining popularity with both agents and management.

Agent Productivity

For the time and money invested in training and calls to be rewarding, a comprehensive script is vital. Without one, agents stumble to answer questions not frequently asked and hesitate when replying to an objection. Telescript scripting allows this information to be built directly into the script, creating a team of agents able to properly respond to customers, increasing productivity.

Call Flow - Logic and Branching

Telescript scripting software supports nearly any type of logical branching, enabling you to account for whatever response your agent is given. For example, you devise a sales campaign with “What may I help you with this morning/afternoon/evening? Would you like to make a purchase, receive product information or request a change of address”, on the first screen. With the stroke of a key or a click of the mouse, the script will branch to the designated area in the script and the agent can continue from there. Using commands as simple as “if”, “then”, “and”, “or”, “else”, etc… you can design even the most complex of scripts. It’s that easy to use!

Fulfillment

Telescript scripting directly links to Microsoft Word™ to create form letters. Additionally, using standard MAPI (Microsoft Application Protocol Interface) calls Telescript can also link to e-mail or fax servers, seamlessly sending the data to be merged into the designated form letter.

Web Integration

Telescript scripting takes advantage of the evolving role the Internet is playing in the customer contact center. Scripts can be designed to launch a browser from any field in the script, providing agents with the most up-to-date product or service information or pointing them to an on-line form or survey to be filled out. Additionally, Hot Keys, (any field within the script that agents might frequently refer to) are available on every page of a script and can access the web, enabling agents to view product information, objection responses or any type of data directly off the Internet at any point during the script.

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For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.

Digisoft (a TouchStar Software company)
9 East 40th Street • New York, NY 10016
Phone: 866-338-0678 • Fax: 303-338-5236

Developing call center software, CRM solutions, telemarketing software and predictive dialers for more than a decade.

Telescript