Call Center Scripting Software

Picture your call center - agents on every corner  in conversations with their respective customers.  

Now let’s move a little closer; quite likely, we can hear the words. But often, we hear repetitive phrases like - 

“So sorry that this has happened.”

“I completely understand and I’d like to help you as much as possible.”

“As I investigate, I can see that….”

“I will try everything I can to get this fixed by the end of the day.”

These repetitive phrases are nothing but call center scripts. The next question arises: "are the agents adhering to the call center scripts?” 

We will dive deeper into call center scripting but let’s quickly cover some notable points to address - 

1. It is difficult to track if the agents adhere to the designated call center scripts.
2. Coming to adherence with call center scripts, are agents following compliance regulations?
3. Do the scripts contain empathetic language and tone?
4. Do the call center scripts contain adequate information?
5. Contact center agents often find themselves in omnichannel-communication setups. Are they managing well with their scripts?
6. Post-Covid has boosted the emergence of remote-call centers; how to ensure agents follow call center scripts?
7. Lastly, how do you ensure call center agents stay calm and stick to protocols in stressful work environments? 

Let’s first understand what call center scripting software is and how it works.

What is Call Center Scripting Software?

Call scripting software is a tool that provides a pre-written script for customer service representatives to follow during phone calls with customers. 

The script is designed to help the representative guide the conversation, address the customer's needs, and resolve any issues efficiently and effectively. The tone of the script is usually conversational and friendly, but it may also be bold and assertive if the situation calls for it. 

For instance, an SOP will contain a problem-solving and justifying script, whereas a sales playbook might contain informative and persuasive content. However, it differs according to the use case. 

Some call scripting softwares like Convin may also include features for tracking and analyzing call data, personalizing the script for each customer, and providing training and support for the representative.

Features of Call Center Scripting Software

Call Center Scripting Software maximizes potential and displays time and monetary benefits. Below are some important features you should know about Call Center Scripting Software. 

1. Pre-written scripts

The main feature of call center scripting software is a pre-written script for call center agents to follow during phone calls. The script is designed to help guide the conversation and address the customer's needs.

2. Personalization

Some call center scripting software allows representatives to personalize the script for each customer by inserting custom information or responses. Moreover, post-conversations can be more refined and filtered with compliance regulations. 

For instance, with Convin, a set of parameters can be pre-set in the auditing tool that detects any violation of compliance regulations. With Convin, you can make sure your agents are adhering to all the parameters like opening greetings, closing lines, keywords that determine win-loss of deals, compliance regulations, etc. 

3. Call tracking and analysis

Tracking and analyzing conversations open gates to new opportunities. Some call center scripting software includes features for tracking and analyzing call data, such as the call's length, the issue's resolution, and customer satisfaction.

4. Training and support

You can come across call center scripting software that includes training materials and support resources to help representatives learn how to use the tool effectively.

Convin has its own learning management system that allows you to provide robust training to agents. With a reduction in ramp-up time by 60%, Convin lets you create personalized training sessions or assign top-performing agents to a peer-to-peer coaching module. 

5. Integration with other systems

The call scripting software can be integrated with other customer service tools, such as CRM systems or help desk software, to provide a more comprehensive view of the customer experience.

Want to know more about Convin’s integrations? Click here to learn more!

Why Call Center Scripting Software Can Come In Handy?

There are several benefits to using call scripting software in a customer service setting. Let’s cut to the chase and discuss a few takeaway points to be noted. 

1. Improved Efficiency

Call center scripts provide a clear and structured approach to handling calls, which can help customer service representatives resolve issues more quickly and efficiently.

2. Enhanced Consistency

Using a call center script ensures that all representatives are following the same process and delivering the same information to customers, which can improve the overall quality of the customer experience.

3. Reduced Training Time

Call center scripting software can provide a comprehensive guide to handling calls, which can reduce the amount of time and resources needed to train new representatives.

4. Improved Customer Satisfaction

By providing clear and consistent information to customers and efficiently resolving their issues, call scripting software can help improve customer satisfaction.

5. Enhanced Compliance

Call scripting software can help ensure that representatives follow company policies and procedures, which can help protect the company from legal or regulatory issues.

6. Increased Sales

By following a structured script, customer service representatives can more effectively identify and address customer needs, leading to increased sales. 

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7. Improved Data Analysis

Some call center scripting software includes features for tracking and analyzing call data, which can help managers identify trends and areas for improvement in the customer service process.

How Does Convin’s Call Center Software Decrease Ramp-up Time By 60%?

Convin is a versatile software solution that doesn’t claim to solve your contact center woos but resolves many challenges with a few capabilities. Increased agent performance is one area that Convin can help. 

By employing automated tools and influencing agents' performance, curtailing ramp-up time by 60% is only a matter of time. 

Let’s dive in and learn how Convin can help enhance Call Center Management.

1. Lesser time on training and more productivity

Convin comes with an exclusive learning management system that aims to boost agent productivity by eliminating long coaching time. 

Convin’s peer-to-peer coaching with customizable assessments has become the perfect way to motivate and train call center agents. Now identify areas of improvement, assign top-performing agent recordings as a module, and boost agent productivity. 

Call center coaching software

Create your own training materials, assign deadlines, and track your call center agents' overall improvement. 

2. Improve Agent Performance Metrics

Enhance your call center’s agent performance metrics by transcribing, monitoring, and analyzing calls, chats, and emails via Convin. Boost CSAT by 27% and reduce average handle time by 56 seconds. 

Implement 100% automated quality assurance and carry out 100% compliance monitoring. Convin shoots your call center agents’ performance to new heights and, as a result, helps you achieve greater customer satisfaction. 

3. Focus on active listening, and eliminate repetitive tasks

Dedicatedly working on customer-centric tasks have a higher chance of creating the best customer experience. 

Ditch note-taking and manual call review. Focus on listening to the customer and developing strategies for high-quality follow-up meetings. In parallel, switch to automated call scoring and get 100% of calls reviewed without human interference. 

4. Access to key customer moments

Conversation intelligence extracts critical moments from the call recordings to put forward customers' requirements for the next meeting. These key moments also reflect the customer's real intention and offer brownie points for creating a positive customer experience

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5. Discover call best practices

Convin offers an intuitive insight dashboard that displays actions, behaviors, and phrases with a higher probability of call success. Investing in the best practices of top performers ensures higher CX in every contact center conversation.

6. Nurture customer-friendly agents

Automated coaching targets and treats every agent as a unique entity and assists them in unlearning old tricks and learning customer-friendly methods. Personalized coaching can make every agent your best-performing agent and ensure exceptional CX delivery in every interaction.

7. Proactive measures with violation alerts

One aspect of a call that can ruin customer experience is an unsolicited agent behavior that negatively impacts clients. Screaming, abusive language, misleading information, flawed statements, incorrect knowledge, and more are timely caught by Convin’s tool and alert the management team for corrective actions. 

8. Learn customer sentiments

Customer sentiment presents an accurate picture of a call. How was the customer's overall experience during the call? And presents the chances of a new call or a painful goodbye. 

What Are The Product Capabilities Of Convin?

Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching. 

Automated Quality Management

Convin’s call center tool automatically reviews 100% of customer calls using custom call evaluation forms and spots agent performance challenges and unhappy customer conversations. Through automated quality management, managers and QA generate call scores that help establish coaching needs and staff dissatisfaction. 

Call Behavior Analysis

With the help of conversation insights and deal status, Convin presents parameters that drive positive and negative outcomes for the business. Spot violations, winning parameters,  customer sentiments, and threats to take proactive measures before customer calls.

Automated agent coaching

Convin’s system automatically generates coaching opportunities after reviewing agent performance. Based on the AI-driven call scores- good, average, and poor performers are identified, and the platform triggers personalized agent coaching based on the requirement. Coaching instances are extracted from the top performers' conversations and best practices. This method improves call handling quality and reduces supervisor escalations to a large extent.

Conversation intelligence

CI records, transcribes, and analyzes conversations to generate call insights and transcriptions. The conversation intelligence software discourages manual conversation review and all other non-sales activities by automating notes, action items, and CRM entries.

Access agent performance KPI and customer experience quality criteria to produce consumable role-based reports pinpointing key challenges and opportunities. These reports are not only available on the Convin platform but are periodically emailed to the managers.

Convin’s Call Monitoring system is safe and secure

At Convin, we understand the customer and call data security importance; that’s why we ensure your data is completely secure and safe in our in-house transcription and NLP engine. We ensure call data security in the following ways:

• In-house transcription and NLP
• Secure login and monitoring
• Hosted on AWS
• SSL data encryption
• Role-based access control
• Enterprise-grade application monitoring
• GDPR compliant meeting recording

And before you go, as of now, Convin supports English, Hindi, and Hinglish. And it takes less than a week to get you onboarded, so don’t wait, schedule a demo right away!