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:
This article was originally published on March 21, 2017.