Streamline the customer service process by creating custom-built scripts that help agents to quickly identify and satisfy customers' needs in real-time. Webinar, 15 October, 2013

1. Next Generation Agent Scripting
Roy Holmes
Senior Sales Executive
roy.holmes@callscripter.com
Matt Taylor
Pre Sales Consultant
matt.taylor@callscripter.com

2. Agenda
o Introduction
o Why scripting?
o Features
o Benefits
o Live demo

3. Introduction
o Part of IPPlus PLC – a London Stock
Exchange, Alternative Investment Market listed
company
o Headquarters, development and support in
Ipswich, UK
o CallScripter application first released 2001
o 12+ years contact centre experience
o Extensive user base with 1000s of agents across
multiple markets using the product in over 40
countries worldwide
o Committed to providing high quality contact
centre solutions for our customers

4. Why scripting?
Scripting perceptions...
Today’s scripting is far away from the inflexible
outbound sales scripts

5. Why scripting?
...and the reality
o Totally dynamic and able to provide interactive
workflows relevant to customer needs
o Context sensitive screens and logical branching
react to customer data
o Aimed at process control, consistency, quality and
relevant information display
o Used for inbound as well as outbound
o Can vary from light touch guides to complex
workflows
o Adds value to the bottom line by creating
efficiencies throughout the call

6. Features
o Drag & drop tool-set to create screen
layouts for all types of call handling
o Equally functional for either Inbound or
Outbound
o Data capture and quality
control, validation on entry, error
checking
o Email handling and process control
o Unified front-end for multiple existing
systems e.g. in house database
o Integration to telephony - CTI
o Reporting module using SSRS

7. Benefits
Benefits
o Consistency
o Accuracy
o Process or regulatory compliance
o Reduced handling times
o Reduced training budgets
o Agent focused on the customer – raises quality
o Shorter wrap-up time

8. Demo
So let’s see what it looks like...
CallScripter demo

9. Thank you for attending.
For more information please visit
www.callscripter.com or email Roy or
Matt and we will arrange a one-to-one
demo for you.
Roy Holmes
roy.holmes@callscripter.com
Matt Taylor
matt.taylor@callscripter.com