Interactive Computer Booklet | Proper Use of Call Center Scripts

When call center companies utilize interactive computer booklet internally, the need for call center scripts is reduced to a minimum but not entirely gone. The usefulness of call center scripts goes beyond just reading what customers want to hear.

Proper use of scripts with interactive computer booklet
Proper use of scripts with interactive computer booklet

The interactive computer booklet is extremely useful when customers call you for assistance. In some cases, it may also be used for outbound calls. However, regardless of how it is used, call center scripts must be properly used alongside it.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.

Here’s how you can properly use call center scripts:

Call Center Scripts must be focused on Customers

It doesn’t matter whether you are using tight or loose scripts under different scenarios. The call center scripts you must be using should always be focused on your customers. The interactive computer booklet can help you automate the system by pulling customer-specific data so that when customers call or when you call customers this data is converted to useful information.

By having the information you need in one single screen, you get rid of any obstacles that impede efficient customer interaction. This way you are improving call center agent productivity and hasten the process of customer assistance.

Conversations and Interactions are Different

You have to remember that each customer interaction is different so using call center scripts must give you a certain level of freedom and versatility.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree