Call Scripts in Mastermind
This article provides a step-by-step guide to creating and using Call Scripts. Call Scripts are designed to help agents stay on track during calls, improving overall productivity, ensuring consistent messaging, and enhancing customer experience.
Key Features and Benefits of Call Scripts
- Clear and Consistent Messaging: Call Scripts ensure agents deliver the same message every time, creating a uniform customer experience.
- Improved Call Quality: With guided conversations, agents can handle calls more effectively, improving overall outcomes.
- Faster Onboarding: New agents can learn faster by following predefined scripts, reducing the time required for training.
- Compliance Assurance: Scripts help ensure that agents adhere to necessary legal disclosures or company-specific phrasing.
- Mobile App Access: Call Scripts are also available on the mobile app, ensuring agents can follow the same structured guidance during calls on the go.
How to Create Call Scripts
Creating Call Scripts is a straightforward process, but it requires admin-level access. These scripts can be set up directly from the phone settings in your company’s account.
Steps to Create a Call Script:
1. Navigate to the Location Settings bottom left.
2. Click on Phone Numbers on the side menu bar.
3. Select Advanced Settings at the top.
4. Click on Call Scripts.
5. Click Add Script.
6. Enter the name of your script and the content.
7. Save.
Important Note: Only Admins can create or manage Call Scripts. Other users will not be able to create or edit scripts but can still view and use them during calls.
Steps to Use Call Scripts: (Web Dialer)
1. Start or receive a call using the Web Dialer.
2. Click the Scripts button within the dialer interface.
3. Select the desired script from the dropdown list.
4. Follow the script during the live call.
For Mobile App: Agents can pull up the right script instantly by tapping the script icon on a mobile call, making the process efficient and fluid.
Availability LeadConnector v3.103.4 and above
Pro Tips:
- Regular Updates: Regularly update your Call Scripts to reflect any changes in company policies or legal requirements. This ensures that agents are always working with the most accurate and relevant information.
- Personalization: Consider adding sections to your scripts that allow for personalization, such as filling in the customer’s name or reference numbers, which can enhance the customer experience.
- Test and Review: It’s a good idea to periodically test your Call Scripts by having agents use them in real calls. Gather feedback to refine and improve the scripts further.
Frequently Asked Questions
Q1: Who can create or edit Call Scripts?
Only Admins can create or edit Call Scripts. Other users can only view and use the scripts during calls.
Q2: Can Call Scripts be accessed on mobile devices?
Yes, Call Scripts are available on mobile devices, allowing agents to follow scripts during calls on the go.
Q3: Can I format text or add links to Call Scripts?
Currently, Call Scripts only support plain text. Rich formatting and hyperlinks are not supported.
Q4: Will updates to Call Scripts be reflected immediately?
Yes, any updates made to Call Scripts are reflected instantly and become available to all users as soon as they open the Dialer.
Q5: Can agents use Call Scripts during calls without leaving the dialer interface?
Yes, Call Scripts are integrated into the dialer interface, allowing agents to follow the scripts without needing to open other tabs or resources.