5 features you may not be using (yet) in your call center scripting software

Most businesses use a call center scripting tool to give agents detailed guides on how to handle scenarios they’ll likely encounter with customers. These customizable scripts can be helpful in each phase of the call and will ensure that everyone follows company protocol.

Providing guides to agents is only one of the many useful features call center script software offers. In this post, we have listed a few functionalities that your script editor can be capable of, from personalization based on customer history to shuffling list items. Check them out to make the most out of this tool.

1. Data validation and protection

A scripting tool ensures that all data in your scripts is valid and in a consistent format. This includes your contacts’ names and phone numbers, date formats and country names. Thanks to this data validation aspect, a contract generated through a call center scripting software will always be accurate and ready-to-use. With an electronic signature integration, your agents can even send contracts to customers while on the call.

To maximize data security, admins can set a disabled function in the fields of your database. This prevents agents from editing or copy-pasting client information. Disabling fields can be especially useful when you involve third-party agents in your projects.

2. Dynamic step by step guides

Whether you’re managing inbound or outbound calls, the customization feature within call center scripting software proves invaluable for both scenarios. By using existing client data, script editors empower agents to deliver dynamic responses tailored to individual customer histories.

In outbound sales, you can use this information to offer an alternative product or service to customers who canceled a subscription. In an inbound setting, customization helps your agents familiarize themselves with a caller’s case, offering tailored solutions right away.

3. A tailored set of tools

Call center scripting software also allows you to give various different modules and external tools to your agents. A great example is an objection handling module, which provides agents a list of the most popular reasons why your product or service gets rejected. Once they pick which objection they encountered, they’ll see a detailed guide on how to handle the situation.

You can also set up static pages which your agents can access through the script. For example, they can have your campaign’s landing page at arm’s length if they need to glance at it for a quick reference, or even a blog post on conversational tips.

On top of these, scripting tools can even let you access external tools, such as maps. Combined with the customization function, this capability can contribute to excellent customer service. For instance, if your agents see the client’s address, they can give directions to your closest office within the script.

4. Randomizing the order of list items

In some campaigns, agents have a list of answers to read out loud on the phone so contacts can pick the option that they agree with the most. The order in which these options occur can manipulate the replies – people may unconsciously pick what they heard at the beginning of the list as opposed to an answer somewhere in the middle. This can deteriorate valuable information.

To avoid this, you can set up random visibility for the list items. This feature shuffles the answers each time, so the chances of receiving biased information because of a pre-set order are smaller.

5. Time-saving features

Call center scripting tools also have multiple small but powerful ways to save time in your day-to-day operations. For example, you can select how you want to display answers for agents in your script: by a dropdown menu or in a radio group form. Dropdowns only show one of the answers, requiring agents to click in order to see other options. On the contrary, radio groups show all the answers, letting the agents pick one immediately.

It’s also possible to set up an auto-go-next function in your scripts, which means agents are immediately taken to the next page once they selected a reply, saving time on finding and clicking the “Next” button.

Although a few extra clicks don’t seem like huge time wasters, they can quickly add up in a bigger campaign, possibly leading to 10,000 unnecessary clicks per month.

Check out VCC Live’s scripting tool

More resources to boost your campaigns

Having scripting software in your contact center is a great investment, especially when you discover and use all its capabilities according to your needs. Hopefully, you’ve found some new features in this article that you can utilize in your projects.

If you’re looking for more resources on boosting your contact center operations, check out these posts as well:

• Better CX with contact center automation
• 5 contact center metrics for successful outbound sales
• IVR in the call center: Basic knowledge, top benefits and mistakes to avoid