Tag Archives: call center scripts

Using Decision Tree Call Center Scripts to Make a Better BPO

call center scripts

Call centers are the epicenter of many customer service interactions, and many have hundreds of representatives who take customer calls and solve problems in real-time. However, not every company has the bandwidth, resources or infrastructure to run their own call center — that’s where BPO (Business Process Outsourcing) call center scripts become important.

BPOs perform all call center-related activities for another organization. For a BPO call center to be effective, it needs to onboard new agents quickly, and ensure that every agent is following the proper processes and procedures of the sourcing company. There’s an inherent disconnect when internal processes are outsourced, and that’s where Zingtree interactive call center scripts can prove invaluable.

1. Standardizing for Best Practices

Written in the company’s voice and adhering to its own processes, agent scripts make it easier for support reps to solve customer problems as effectively as possible. With standardized interactive decision tree scripts to guide a BPO call center agent through each conversation, every agent will know precisely what to say (and when to say it).

2. CRM & Help Desk Integration

Zingtree decision tree scripts are easily integrated with any CRM tool used by call center agents, including Salesforce, Desk.com, Zendesk, and others. By connecting agent scripts to a CRM platform and passing data using Merge Variables, BPO call center representatives can see customer information inside the script, and logic decisions can also be made depending upon data imported from the CRM. With Zingtree’s pause-and-resume feature, the most recent node and session history are saved with the ticket. This is handy if another agent takes over a ticket, or to see what happened during each call. All steps taken are clearly visible.

3. Rapid Training & On-Boarding

Getting agents up and running quickly, armed with the necessary knowledge, is an absolute requirement when outsourcing. Some BPOs use interactive scripts as a training aid, and others as a template to follow during each conversation. No matter how they are used, interactive scripts are an essential part of getting new agents online and scaling quickly.

4. Analyzing, Optimizing & Doing Even Better

After deploying a standardized agent script, reports and analytics can show how scripts are performing, and identify any areas of improvement. Interactive agent scripts allow you to automatically track each and every call center agent interaction and each customer’s reason for requiring support, as well as see how your script is being used (in aggregate or by individual agents). With these reports, the sourcing company and the BPO call center can easily locate pain points, check on agent performance, and even keep track of progress with call center KPIs.


Getting Started with Zingtree Call Center Agent Scripts

Follow our in-depth instructions for building your interactive agent script. Once your script is ready, you can:

  • Host on any web page or browser for easy access.
  • Integrate with Help Desk and CRM systems.
  • Get complete analytics and reports for optimization.
  • See full Q&A transcripts of every call for better understanding.
  • Keep track of agent performance.

Check out this short video to learn more about how Zingtree Agent Scripting can improve your call center BPO:


Ready to get more from your call center BPO? Sign up or log in and build your first interactive call center agent script!

This article was originally published on March 21, 2017.

Adding Call Scripts to Desk.com

salesforce desk call center scripts

Besides being a well designed, elegant, simple-to-use help desk system that is easy to learn and configure, Desk.com is also great for Call Center use – both inbound and outbound – and is a natural platform for launching Interactive Call Center Scripts created with Zingtree.

Using Agent Scripts in Desk.com

Within Desk.com you can load a script from any Case using the Integration Links at the top of the page.

This loads your custom Zingtree Agent Script in a new browser tab.

Cool feature: One of the best things about using Zingtree with Desk.com is that the last viewed page and the history of the interactions with the script are saved with each ticket.  So if a customer calls back, or a call is transferred to another agent, the script will be in the same place as it was left previously.

Please note: This is only available in the Next Gen interface in Desk.com.

How to Set Up Zingtree Call Center Scripts in Desk.com

You will need to create a custom Integration URL within Desk.com as follows:

  1. Create a tree in Zingtree, and note the nine digit Tree ID. (You can use 628045351 as a demo.)
  2. Log into desk.com, or create a free account if you haven’t yet done so.
  3. Go to the Admin dashboard.
  4. Click Cases, Integration URLs.
  5. Enter “Zingtree” as the Name, and select New Browser Window as the Open Location.
  6. Add a URL like this, substituting the Tree ID into both places with #########:
    https://zingtree.com/host.php?style=panels&tree_id=#########&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}

  7. Make sure Enabled is active.
  8. Click Add.


Advanced Uses

Displaying Session History in Case Details

You can use a Standard iFrame Integration URL to show the Q&A History from your script next to the ticket, like this:

You will need to create an iFrame Integration URL. Use this URL (substituting ######### with your Tree ID):

https://zingtree.com/api/get-qa-data.php?nototal=1&session_id=#########-{{case.id}}

This article explains how to set up an iFrame Integration URL.


Inserting Desk.com Fields into Scripts

You can include fields from the Desk.com case into your Zingtree scripts using Merge Variables.  These are added to the Integration URL.

For example, to add the customer’s first name and company, add these parameters to the URL:

&variables=NAME|COMPANY&values={{customer.first_name}}|{{customer.company}}

In your Zingtree scripts, enter #NAME# and #COMPANY# wherever you want the name and company to appear.


Advanced Display Options

When using the Publish tool in Zingtree, go to the Advanced Hosting Options under Have Zingtree Host your Tree. You can experiment with adding different styles and button options to the URL you will use with Desk.com.

IMPORTANT: Be sure to include these options at the end of the URL:

&session_id=#########-{{case.id}}&agent_mode=1&show_history=1&source={{case.active_user.name}}


Automatically Choosing a Script from a Custom Field

You can  make different scripts appear based upon the value of a custom field. The key is to match a Zingtree tree tag with the custom field value. Here’s how to do it:

  1. In Zingtree, tag your trees with the value of the custom field to match.  This article has more on tagging.
  2. Use an integration URL like this:
    http://zingtree.com/host-trees.php?jump=1&key=APIKEY&type=treetag-any&agent_mode=1&show_history=1&search={{case.custom_FIELDNAME}}&source={{case.active_user.name}}&session_id=DESK-SUBDOMAIN-{{case.id}}
  3. Substitute APIKEY with your API Key. (You can find it here.)
  4. Substitute FIELDNAME with the name of your custom field.
  5. Substitute SUBDOMAIN with your Desk.com subdomain.  For example, if you use mysupport.desk.com, use “mysupport” as the subdomain.

 

Prepare Your Support Call Center for the Holiday Rush with Zingtree

call center scripts

The most chaotic season of the year is quickly approaching, and it’s more important than ever to prepare your call center staff for the impending holiday craziness. Beyond having helpful, well-trained agents at the ready, it’s smart to adopt technology to handle inquiries and get agents online faster.

Zingtree interactive decision trees and call center scripts are one way to avoid the headache of customer service disarray during the peak periods of November and December. With customers self-solving using customized decision trees and agents being guided with interactive scripts, your support team will have a happy holiday season instead of a hectic one.

Decision Trees for Customer Support

Happy customers lead to happy agent staff, and vice versa. Zingtree is an amazing tool for any customer support team, as it allows you to create custom troubleshooters to take customers, or agents, through the support flow step-by-step.

Organizations that deploy Zingtree troubleshooters have seen a 20% reduction in support costs on average. Customers are gently guided to answers, and, if a problem can’t be solved, your agents receive background information on the problem, saving time and resources. With no programming required, Zingtree decision trees and troubleshooters make it easy to build each step of the process so no important information is left behind.

With design customization and plugins to fit your integration needs, Zingtree can help you ramp up your support this season.

Agent Scripting Solutions

High-tech solutions can also empower your live support agents to be efficient and effective when communicating with customers. Agent Scripting is a robust tool for any company offering chat or phone support.

Scripts are easy to build using Zingtree’s tools, you’ll effectively reduce time and resources spent on holiday support. With powerful tracking and analytics, Zingtree agent scripts help companies collect useful data that can even be used to prepare for the holidays next year – we even have a direct integration with popular customer service platform, Zendesk!

Learn More

Remember – the holidays can be stressful, but with proper preparation for your call centers and support staff, you’ll make the load just a little bit lighter, and the season just a little more jolly!

Visit Zingtree.com to get started free for 30 days, and see how Zingtree will save you time and money.

 

Freshdesk Call Center Scripts with Zingtree

feshdesk call center scripts

If you’re running a call center or doing live support via Freshdesk, you can have a Zingtree call center script ready for your agents to follow to help problem-solve with a customer on the line. Better still, the script is linked to the ticket, so if another agent takes over the support session, they can see the steps the previous agent took, and start at the same node where the previous agent left off.

Freshdesk makes it easy to link call center scripts into your ticket pages using their FreshPlugs. Our implementation adds an “Agent Script” button to the right-hand panel of the ticket page. Clicking this button opens a Zingtree script in a new tab, tied to the current ticket.

Here’s how it looks in Freshdesk:

 

Here’s how to set up Freshdesk with Zingtree scripts:

  1. Log into Freshdesk, and go to Admin, Integrations in your support portal.
  2. Click on the FreshPlugs tab and choose New FreshPlug.
  3. Give your FreshPlug a name and description.
  4. Copy paste the code below into the script section. Substitute ######### with the ID of the tree you want to use for your script (this appears twice!):
    <a class="btn btn-success" target="_blank" href="http://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&nopermalink=1&session_id=#########-{{ticket.id}}"><b>Agent Script</b></a>
  5. Click Save when finished.

More customization: You can use the Zingtree Advanced Hosting Options to create a custom URL to tailor how the tree will appear.   To use it in your FreshPlug, just add this code to the end of the URL (again substituting ######### with your tree ID):

&session_id=#########-{{ticket.id}}

Update: The Zingtree Freshdesk Agent Scripting for Call Centers plugin is also available in the FreshPlugs Gallery.

Zingtree Hosted Call Center Scripts and Other Updates

A new release of Zingtree went live today! The main benefit is that companies using Zingtree for internal use (like call centers or live agent scripts) now have an option to add and delete agents, have agents log in and get access to scripts, and track each agent’s use of Zingtree. We’ve also made it easier to create and manage multiple organizations on your account.

More details:

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Call Center Scripts – Live Agent Scripting

call center scripts

After tons of research, we’ve launched what we believe is the ultimate live agent scripting solution, especially suited for call centers of all sizes. From easy deployment to intelligent pricing packages, Zingtree makes it easy to set up scripts for any type of live support!

Smart Pricing

Traditionally, call centers have high turnover, so keeping track of agents on a monthly basis can be tricky. The hassle of having to add or delete agents in multiple systems is a pain, which is why we developed a way to solve these problems.

Unlike other solutions which require prorating for partial months, and provisioning every time a staffing change occurs, Zingtree bills on a per-agent per-day basis.  Purchase daily agent credits in advance, and we count the number of agents using your Zingtrees on a daily basis and adjust your credit balance accordingly.  If you have a spike in traffic, or an increase or decrease in staffing, your Zingtree account balance automatically adjusts. When you run out of credits, we refill your account. You don’t have to tell us – it just happens automatically.

Implementing Zingtree live agent scripting costs $0.35 to $1 per agent per day, with volume discounts with larger up-front purchases. Learn more from the Zingtree Agent Pricing Page.

Agent Level Reporting

In addition to making it easier to launch scripts, you can also get some great reports on an agent-by-agent basis. We’ve also included an option to see summary stats and individual sessions for each agent. Now you can directly monitor how long your agents spend at a particular place in the tree, or if a specific agent is getting stuck somewhere. There are lots of reporting options, and we are always open to feature requests to develop exactly what you need.

Please contact us directly if you have questions or want to inquire about pricing as a call center!