Call center scripting tool

Using VCC Live’s script editor can make lots of areas in your call center quicker and easier. Here are two popular examples:

• Objection handling: VCC offers a separate module within scripts to handle objections. You can enter the most popular reasons why your product or service may get rejected (such as price or lack of features) and add the desired answers for them. Agents can quickly pick what objection they received, and they’ll see a detailed guide on how to continue the conversation.
• Personalization: VCC Live’s editable scripts enable agents to tailor each conversation to their customers’ unique needs. Boost CX and efficiency at the same time by utilizing customer data in your scripts – for example, by using client addresses to give directions to your nearest office.

Build scripts without any coding skills required, and prepare your agents for possible scenarios that may happen during their conversations.

Editing happens on-the-fly without any deployment time needed, which helps you react to changes quickly and equip your agents with the latest data and answers.

This can contribute to faster resolutions, shorter wait times, more productive agents and happier customers.

With VCC Live’s convenient test mode, admins or supervisors can also check the script before finalizing any modifications.

With VCC Live’s script editing feature, you can also access and modify customer data sheets on the fly to keep your database 100% accurate and up-to-date.

Customer data fields can be easily reorganized with a simple drag and drop method to optimize the layout of your data sheets.

Fields in the data sheets are copy-pasteable and editable, but supervisors or admins can also disable certain entries for data security reasons – in these cases, the agents can see the data, but copying or editing is not possible for them.