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Scripting |
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The eTelescript part of
the IP CCS provides
rapid development and
deployment of scripts
that are easy to create
and modify. For example,
suppose you are trying
to penetrate a new
market with a product or
service - with
eTelescript, your agents
(salespeople, market
researchers,
fundraisers, etc.) can
contact a prospect or
client and know exactly
what questions to ask in
order to generate an
appointment, a new lead
or close a sale. After
the prospect responds,
answers are recorded for
future work. A letter,
fax, email or invoice
can be immediately
generated and sent out,
instantly confirming the
conversation and setting
up a time to follow-up.
This turns the process
of prospecting from
hit-or-miss guesswork
into a science. |
(Click to enlarge)
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eTelescript easily
manages any type of
project, from inbound
telemarketing and
multi-level sales
projects to political
action. Best of all --
you don’t need a
programmer to setup a
project. eTelescript
identifies scripting as
a transaction management
tool – ensuring data is
properly taken and
stored. With
eTelescript’s graphical
scripting capabilities,
you decide what logos,
images, sounds and other
graphics are utilised. |
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A script acts as a
transaction management
device for the call
centre agents, which can
lookup information in
your database and
automatically generate
documents or information
on the agents desktop,
simultaneous to their
call with a customer. |
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Agents |
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Through proper scripting
for each project, your
company can eliminate a
level of user error and
increase performance by
emphasising key points
and recording of
necessary information.
It avoids incorrectly
quoting or omitting
necessary information.
Valuable time and money
can be saved through
reduced training
requirements. |
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Manager |
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You can arrange the
scripts, screens, fields
and branching to ensure
pricing and information
is always correct. Calls
flow seamlessly from
start to finish. Each
script is custom
designed, so you decide
how the script should
branch. Additionally,
you can design the
script to stop at any
critical point and wait
for required information
to be entered before
moving forward. |
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Real-Time Project |
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The more efficiently the
script can be evaluated
and refined, the higher
the return on your
agents’ time. When
projects begin, agents
will undoubtedly point
out practical methods to
improve the script, at
which point they turn to
you, and changes can be
made on the spot,
reducing the amount of
down-time to the bare
minimum and gaining
popularity with both
agents and management. |
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CRM Integration |
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Our product integrates
directly with your
existing CRM tool -
seamlessly bridging the
gap between back office
administration and
sales. eTelescript takes
live data from the CRM
and presents it to your
agents. The result of
the call and data
gathered is fed back to
your CRM. |
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Links to Call Centre
Resources |
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Scripts are designed to
transparently link to
all call centre
resources, allowing
agents to concentrate
completely on the call.
Data is brought directly
into the script from
your CRM/database and
written directly back to
the CRM/database while a
conversation is
occurring. Agents have
more resources available
to make sales, less
opportunity for error
and resulting from this,
you have accurate data. |
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Productivity |
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For the time and money
invested in training, a
comprehensive script is
vital. Without one,
agents stumble to answer
questions and hesitate
when replying to an
objection. Scripting
allows you to build this
information directly
into the script,
creating a team of
agents able to properly
respond to customers,
increasing overall
productivity. |
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Temporarily Save A
Record. |
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When a prospect is
giving the agent
information it is
possible for the call to
be interrupted, perhaps
to be continued later;
in these cases the half
completed record is
saved within eTelescript
rather than being passed
back to the database
half finished - thus
maintaining the
integrity of the
database. |
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Logic & Branching |
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Our Scripting tool
provides robust logical
branching, enabling you
to account for whatever
response your agent is
given. With the stroke
of a key or a click of
the mouse, the script
will branch to the
designated area in the
script and the agent can
continue processing the
call. |
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(Click to enlarge) |
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>> Reporting |
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Copyright 2008 TouchStar Call Centre Software. All Rights Reserved