How Clicktools is Used for Call Scripts

Clicktools enterprise strength scripting capability can be deployed quickly, effectively and at low cost to provide a rapid ROI.

Implementing scripts in call centers, whether in-bound or out-bound can reduce errors and complaints as well as increase effectiveness, job satisfaction and uniformity of output. 

• Increase data consistency and quality by providing 'choices' rather than pure text entry
• Improve caller satisfaction by providing more predicatable and constant results
• Embed intelligence into the script, simplifying complex tasks
• Increase agent effetiveness by providing 'enhanced' scripts for less experienced or 'free-form' scripts for more experienced agents.
• Dynamically change call flow based on caller input or requirements
• Pre-populate script based on information within CRM or gathered during the call
• Control how the information is used and shared once the call is complete.

Clicktools call script for one global FMCG company addresses numerous products and comprises over 200 questions with extensive branching to focus on the caller's problem and suggest solutions, recording call details and suggested solutions in CRM.  The script is deployed in 25 languages in call centres around the world with Clicktools powering 20-30,000 completed scripts each month.

To find out more about how Clicktools can help your call center operation and reduce scripting costs, increase agent efficiency and improve call effectiveness, contact one of our sales team on 1-800-774-4065 in the USA or +44 (0)800 0432587 in the UK/ROW.