Increase Customer Satisfaction with Agent Scripting

Increase customer satisfaction by offering consistent and personalized service while improving overall agent productivity.

Overview

Telerain Agent Scripting is an option available with Telerain Inbound and Outbound Contact Center Solution. Telerain Agent Scripting provides screen flow and text to the agent desktop to guide agents through interactions. Scripting reduces training needs, ensures consistency with each interaction, and guides the agent to successfully address customer needs or help close business. Agent Scripting enables contact centers to elevate their efficiency and effectiveness by helping agents apply knowledge to improve interactions.

Telerain Agent Scripting is completely Web-based and is pre-integrated with Agent CTI. The Agent scripting can sits in front of existing systems, hiding the complexity of business process to the agents by enabling sophisticated back-end procedure and data source access. Business managers can visually design call flows and interfaces to enterprise systems and instantaneously update scripts to respond to changing business requirements using the Telerain Support team

Results

• 50% reduced escalated calls from level 1 to Level 2 support
• 30% minimum First Call Resolution improvement
• 20% minimum Average Handle Time reduction
• Achieve up to 70% agent training time reduction

Highlights

• Improve agent efficiency and effectiveness
• Reduce agent training time and jump-start your campaigns
• Reduce after-call work and agent errors
• Increase campaign sales and customer satisfaction
• Increase revenue through cross-sell and upsell scripts launched automatically when pre-defined criteria are met
• Ensure precise agent communication to customer
• Rapidly adapt campaigns to changing business requirements

Agent time is one of the most expensive contact center resources, not just from an employment cost perspective, but also in terms of lost opportunity when it is not optimally utilized. Well-designed agent scripts can boost agent performance, just as badly scripted workflow will hinder an agent in closing a sale or providing excellent customer service.

Contact us today to know how you can we can help you to get this solution going for your operations.