Interactive Computer FAQ | Tips When Using Call Center Scripts

by | Apr 9, 2014 | Automate Support, Customer Support, Troubleshooting

Several experts would agree that when you are a call center company and implement an interactive computer FAQ, you have to be careful in using call center scripts.

Using call center scripts properly with interactive computer FAQ

Using call center scripts properly with interactive computer FAQ

It is not necessary to distinguish inbound from outbound contacts

If you are going to use call center scripts, the interactive computer FAQ will help determine your course of action. This means to say that it is not necessary for you to point out the difference of inbound and outbound contacts. The very reason is that the requirements for scripts on both are not the same.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Keep in mind that if you deal with inbound calls, scripting must be used meagerly

Inbound calls mean that the customers needed to be in touch with a person – for assistance or guidance or information. Scripting must be used meagerly in inbound cases because it would make you look like a bot.

You can use the interactive computer FAQ for your guide so you can provide efficient assistance to the customer who is calling you. Customers will often detect whether you’re just reading a script or is actively providing them with solutions.

Do not lose customers just because you used call center scripts on them when otherwise it would have been a useful tool for your company.

[button_box header=”” buttontext=”Sign Up for a Free-For-Life Account” link=””][/button_box]

Improve Customer Service using Decision Trees

Related Posts
Lines of Business in Yonyx

Lines of Business in Yonyx

A Yonyx Customer is assigned a distinct subdomain, such as Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs)...

read more

Search across a Decision Tree

Authors create decision trees for self service, cold calling scripts for sales teams, or for call center automation using the Yonyx platform. As the trees get more complex, authors want to be able to search across a decision tree. Growing need for...

read more

Adding Yes No Buttons to a Yonyx Decision Tree

Yonyx helps automate call center tasks by streamlining business processes through interactive decision tree solutions. Subject matter experts use Yonyx Platform to create decision trees. Yes No Buttons, help agents choose the correct pathway for...

read more

Sign up for a free trial today!