The Newbridge Premium Outbound Call Center Platform provides for Custom Scripting requirements to meet you client requirements. The use of online scripts or surveys to minimize training requirements, build confidence, capture reportable contact data, and standardize your client’s experience. Companies often use scripting to better control their brand image and prevent agents from verbal mistakes. The scripting can control the narrative of the customer experience.
Scripting is useful for agents during portions that are recorded for legal statements, or during critical situations where someone’s health or well-being could depend on a set of pre-formulated responses.
So, let your agents do the job and provide your contact center agents full reign while providing “road map” for a successful client interaction. With a road map, an agent can lead a customer through the main talking points while still sounding conversational.
Provide agents with an online script or survey customized for each queue. This helps agents remember details, and provides an organized way to capture reportable customer contact data. Scripts and surveys help to standardize your chat client’s experience, agent to agent. We provide a robust scripting tool, or you can upload an externally created script.
Agents can view a script online while interacting with a customer. They can enter information on the script, and transfer the call/chat with the script, if necessary, to another agent.
Preconfigured dispositions - Agents select from a list of preconfigured dispositions when ending a call session.
Newbridge offers our clients a comprehensive Cloud Service Center Solution with Inbound, Outbound, Blended, IVR, CRM and Payroll integration solutions. Newbridge melds managed customer experience solutions with the benefits of our state-of-the-art, customized technology.
How effective does your organization need to be and what client satisfaction rate is expected? Let Newbridge support your client service requirements and take your client service to the next level!