Use powerful agent scripting module!

• A graphic drag-n-drop designer for element setup (see screen-shot)
• Set of available widgets for quick campaign setup This allows users to quickly create a new project without bringing in programmers.
• Call postponement
• Email and SMS dispatch during conversations using pre-existing templates
• Information about incoming letters
• Data from external systems displayed
• Information about which IVR branch calls in the queue came from
• Association of each contact with a certain client
• History of all interaction (calls, SMS, email, web chat) with a client
• Company phone book to look for a user and quickly redirect a call
• Knowledge base (search, contextual links to necessary articles)
• Ability to add any type of parameter to conversation scripts: lines, numbers, dates, drop-down menus, logical and radio buttons
• Setup of rules for filling out fields in conversation scripts: 
• Setup of fields required to be filled in and check of inputted data
• Counters and quotas of answer choices
• Ability to automatically rotate answer choices This functionality is required when running research and polls to monitor answer choice awareness and avoid mistakes made by agents.
• Linked lists: a selection of values in several linked drop-down menus (when choosing a value in a menu the content of the next menu changes)
• Creation of complex and multi-step conversation scripts:
• Setup of visual presentation of forms with the help of add-ons (cells, separators, titles, panels) (see screen-shot). To structure a larger amount of information with which the operator is working
• Setup of a set of forms and interrelations between them (see screen-shot)
• Flexible capabilities for integrating internal systems (web services, SQL, XML-RPC, Restful API) (see screen-shot) in a single window

Script setup interface

Script presentation for the operator

Rules for switching between forms

Single operator workplace due to integration with internal systems

• Categorization of all contacts independent of the channel, the set of categories determined by the campaign 
• Organization of client service in a single window: when needed, the operator has access to all necessary information from the proper internal system 
• Fast conversation script adaptation when changing the processes for interacting with clients and implementing summer changes 
• Tool setup and detailed troubleshooting availability (every question depends on the combination of answers given to the previous questions) 
• Postponement of outgoing calls due to the client’s time zone (the operator postpones the call to the time indicated by the client, without requiring any calculation) 
• Organization of mass calls for research, automatic observance of representativeness requirements In addition, a continuous rotation (order change) of answer choices is employed to control answer choice awareness. 
• Automatic switch to the needed branch of the agent’s script, depending on the language selected during the IVR
• Fast analysis and determination of typical mistakes made by operators when filling out forms

MTT, telecom company, outgoing sales of intercity/international traffic to legal entities

Using standard widgets the agents had the ability to send commercial offers during phone conversations. This confirmed a well-known statistic claiming that sending advertising materials directly after (or during) the conversation increases the conversion rate.

Results

• Their conversion coefficient (%CR) increased by 6%. 
• Their AHT decreased by 9%. 
• Their ACW dropped to zero, given that sending letters happens during conversations.

InterZet, telecom company, >500K clients, >350 agents

All incoming calls are categorized, while the dynamics of calls in each topic are analyzed. Supervisors run efficient analyses on that information.

When wide-spread problems are discovered in the network, supervisors quickly alter the conversation scripts. Afterwards, agents do not waste time clarifying or finding the problem and at the first sign report that a problem has been found, offering information about the planned timetable for fixing it.

Results 

• The reduction transfer rate (to second-line support) dropped from 22% to 14% (26%).
• The AHT dropped from 2’25” to 1’45” (27%)

Moldtelecom, telco, 2M clients, 250 agents

Moldtelecom is the largest telecoms provider in the Republic of Moldova. The majority of its users utilize its TV service, while access to broadband internet for individuals and companies is actively expanding.

Call processing of tech support questions from internet users is handled using the first and second support lines.

The agent script for those agents working the first line has the necessary user identification added automatically via ANI and/or manually by the contract number. Information is displayed for that client from the CRM, service desk, and billing systems. When a call is received the operator immediately sees the client’s combined information: service statuses, balance, recent payments, open client incidents, and wide-spread problems. Information on channels (e-mail, voice) to contact the client is also available in the script.

When transferring a call to the second line, information about the user is transferred along with the call so there is no need to repeat the details of the problem.

Results

• Reduction in AHT by 35% 
• Reduction transfer rate (to second-line support) drop from 19% to 7% 
• Growth in FCR of 20%

GRAN outsourcing call center, >600 agents

Approximately 150 projects are simultaneously ongoing in the outsourcing call center, while 2-3 new projects begin every month. Uniform scripts are used for all projects, simplify operator training and their transfer between projects.

Results

• The time needed to create and set up a new project dropped by two (simple projects) to 20 (complicated projects) hours. 
• System maintenance costs decreased. Two specialists are enough to create new projects and incorporate changes into new scripts in a timely manner.
• Training time for agents dropped from four to two weeks. 
• The minimum cost to kick off a project dropped from $3000 to $1200/month. Before implementing this system Gran did not take on such projects as their start-up costs were too high.