Call Scripts are productive sources of information for agents that reduce mistakes and time agents spend rummaging through possible solutions to customer concerns. Call Scripts are a feature of modern call centers and can include vital and mandatory information necessary to deliver effective customer sales and support.
Call Scripts can be customized to include mandatory information derived from the company’s CRM or ERP system based on current status of the customer. Call Scripts provide agents with a knowledge base of what the agent should say, address, or do in any specific scenario with a customer: hence, reducing handling time and forgetfulness of crucial information.
Call Scripts can include the customer’s name, queue wait time, queue name, previous engagements, and any information relevant to the customer that is required to take appropriate actions.