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Posts Tagged ‘innovation’

Revolutionising Customer Experience with Call Scripting

March 30th, 2012

We are constantly bombarded with different solutions that are sold to us as the most innovative on the market. But the question remains – what does work in a contact centre’s day-to-day reality? What does ‘innovative’ mean in the contact centre world? And most importantly, what do contact centres need to drive productivity but at the same time increase customer experience?

Modern contact centres are facing significant challenges, and it looks like these challenges are here to stay. With multi-channel and social media application integrations, modern customers expect companies to solve their query right there and then. On the other hand, the agents need a system that will make that happen without making them learn several software applications and technical procedures. The answer is quite simple – the agent desktop needs to be multi-channel, provide a massive knowledge base and take the agent to the right place where the query can be answered.

The best way of giving the agent the ability to find the right answer is to guide the agent through different stages where the agent can get a chance to identify the customer’s needs or problem; this is what we call ‘call scripts’. You can have different scripts depending on what the customer wants i.e. to make a purchase, make a complaint, find out things about their account, etc. To incorporate scripts into your business processes management and agent desktop will make everyone’s life easier as the right script will be shown on the agent’s desktop. The agents can now have exciting but very relevant conversations with the customer. On top of this, not only will you get an improved first call resolution rate and reduced call handling times, but you will also start benefiting from better agent retention and increased customer satisfaction ratio. It sounds like everyone wins, don’t you think?

Finalists for European Call Centre Awards

September 9th, 2010

CallScripter is delighted to announce that they have reached the finals of the European Call Centre Awards 2010. Nominated within the ‘Product of the Year’ category, CallScripter has been recognised for their innovative best of breed scripting solution.

A multitude of new integrations have been implemented throughout the 12 month period that forms the basis of the judging criteria, including:

  • The ability to use XML controls in the script; this has dramatically increased functionality available when pulling data from third party databases. The XML Select Control renders information (primarily returned from SQL statements) to the screen, using JavaScript so that there is no page refreshing. The details will appear as soon as the data is returned from SQL. Also, this allows for greater flexibility on how the data can be presented to the agents, grids, tables and even dynamic charts and graphs.
  • Full-functionality in numerous languages, making it suitable for international use. When multi-national implementations are required, the software will allow you to effortlessly run multilingual campaigns, meaning that agents can switch between languages automatically, and reporting can be done separately or across all languages used.
  • Additionally, the back end of the application itself is now based upon a language file that supports localisation in the following languages: UK English, Dutch, French, German, Turkish, Spanish, Ukrainian, Russian, and new for 2010, Hungarian.
  • In distributed contact centres that may span across many countries, back office users can also now localise CallScripter into their language from one central installation of the product.
  • The significantly enhanced layout, appearance and functionality will dramatically change the way users can build scripts, and make the agent experience that much more productive, and time-efficient.
  •  ‘Compound Controls’ have been introduced; this allows groups of controls to be joined into a single ‘compound control’ and added via a single click, for example, address and contact fields, making the controls more uniform, more predictable and more reliable.
  • The Awards take place on Tuesday 21st September, and although facing stiff competition in the form of six other finalists, fingers are crossed for a triumphant

The Votes Are In! CallScripter Nominated for Regional Award

October 14th, 2009

CallScripter, the UK-based software solutions company and part of IPPlus PLC, are delighted to announce that they have been shortlisted for the East Anglian Business Awards 2009.

Seeing off stiff competition from across the region, CallScripter are now one of the three finalists for the Innovation and Technology Award 2009.

CallScripter has had an impressive year, and since the inception in 2001, our technologies, and indeed our developers have developed immensely, as have consumer needs. Now on the sixth version of the CallScripter software, the core business is still the scripting tool. However, the range has been expanded to facilitate both new and existing customers and their individual requirements.

Within a 12 month period, CallScripter has had five significant developments happen internally, all of which are directly linked to further enhancing the application and making life easier for clients.

The first of these developments is the introduction of CallScripter Hosted. We are now able to provide a fully hosted solution for our customers, ensuring that the implementation of CallScripter is even easier than before. Predictive dialling services have also been recently introduced into the CallScripter package; this means that we can now not only host a client’s solution but handle all of their dialling capabilities, while increase both dial rates and agent productivity. We have also developed a call recording system this year, enabling contact centres to implement a secure affordable recording strategy almost instantly.

Our CallScripter software has been further enhanced recently with the introduction of new scripting controls, multi-faceted language programming and a brand new set of controls, thus creating CallScripter version 4.2.

We have also developed a client specific ticketing solution for one of the world’s largest entertainment companies, Merlin Entertainments Group. Our developers have taken the existing CallScripter software and designed a brand new application, specifically designed to control the ticketing enquiries and bookings for Alton Towers, Thorpe Park, and The Dungeons, to name but a few.

The judges were impressed by not only CallScripter’s developments but also the standard of the entry, and the attention to detail. A site visit is to take place within the next two weeks, and the winner will be announced at a glittering awards ceremony on Thursday 19th November.

Kevin Ellis, CallScripter’s Sales Director, commented: “The whole team is thrilled to have been shortlisted for this award, and we hope that when the judges are contemplating our entry, they recognise the dedication and commitment our whole staff has put into the development of our company and in particular our software. We will be keeping our fingers crossed for 19th November!”