Outsourcing: Outsourced Contact Centers

• It’s not only our customers who rely on CallScripter to run their business, we do too

Specifically developed for outsourced contact centers, CallScripter enables you to easily create, manage and amend campaigns, within the shortest timeframe possible and requiring minimal technical knowledge.

• The assurance that best practice, consistency and regulatory procedures can all be strictly adhered to thanks to our uniform controls
• Customer data captured correctly and accurately, first time and every time
• Agents that will develop comprehensive script knowledge, without requiring client specific training
• Straightforward agent rotation within contact center teams
• Reduced training times for agents
• The provision of key performance statistics for managers at the click of a button
• A basic script editing tool that allows simple changes to be carried out by contact centre supervisors/team leaders
• Web access that provides remote login for management and clients

Companies utilizing telephone, email or SMS to interact with their customers can gain major cost saving advantages by introducing CallScripter’s dynamic scripting environment into their organization. CallScripter is a true thin client application – there is no software to install on agent PCs. Core modules include the agent desktop, script editor, reporting and MI, campaign management and third party integrations

Outsourcing Case Study - Office Response

Office Response, based in Bristol, began trading in September 1999 and offers a range of contact center services. The business has flourished since its inception as a direct result of development and retention of a satisfied client base. This client base spans to include SMEs, charities, government organizations and household-name blue chip corporations.

The majority of customers tend to be UK-based, with a scattering of global clients, and there are around 150 members of staff employed by the organization. Office Response are able to provide a wide variety of contact center services including telephone answering, virtual receptionist, outsourcing and inbound campaigns. An assortment of special services are also available, including mail order services, brochure requests, store locator lines, charity donation lines and fulfillment services.

CallScripter was tasked with streamlining their contact center operations, whilst improving the performance and efficiency of their agents. The primary aims of raising service levels and reducing operating costs were imperative.

Solution

Scripting can often be seen as a negative tool; however Office Response saw that CallScripter could not only ensure that their contact center operations were streamlined but also improve agent confidence.

The installation of CallScripter provided a highly advanced scripting application which efficiently guides agents through each communication. As the script screen pops, agents are always presented with the correct information thus meaning that a consistent and professional message is delivered to callers. Data capture is guided; ensuring data is collected accurately, first time and every time.

The script editor module enables non-technical contact center staff to write scripts, with the flexibility to ensure that client requirements are always met. Dynamic reporting modules and the ability for team leaders and managers to view real-time and historical MI mean that call center operations can be monitored and amended as necessary.

As CallScripter is a browser based application, set up costs were minimal and implantation was swift.

Results

Iain McGregor, Managing Director of Office Response, commented: “The integration of CallScripter has helped Office Response reach and maintain its financial goals. We are now saving around five pence per call, and with over 90,000 calls per annum that equates to over £50,000 per year.”

Noting the positive impact CallScripter has had on office morale Iain also adds: “CallScripter’s advanced functionality enables our agents and script builders to do what they do best. By using this technology, employee satisfaction and retention have increased; whilst at the same time operating cost have been decreased.”