Administrators create Call Scripts that your agents can follow as they make calls to your prospects. These scripts can be built that adapt to your conversations with prospects, ensuring your agents are prepared for any potential response or objection.
Call Scripts can have multiple options:
- Create a New Script and SubScripts
- Each Script can contain multiple SubScripts for each step of a conversation, such as objections or a survey question.
- Each Script can display action items (you decide) or contact information in the script window. This is handy data at your fingertips while you speak to your prospect.
- Dynamic Scripting Example
- Create SubScript Responses
- Each Script can be set to branch to the next appropriate Subscript based on the RESPONSE from the Contact.
- Collect and Track Data
- Each Response can be recorded or collected. This can be used to fill in additional contact information or to collect Survey Data.
- Assign SubScript to Team or Lead Status
- Each Script can be assigned to a specific Team or a specific Lead Status.
To get started, you must sign in as an Administrator.
- Click on the Projects menu on the top left and select a Project.
- Click on the Field Customization menu and select Call Scripts.
- Click the New Call Script button.
- Enter your script name and click Add button.
Each Call Script is made up of one or more SubScripts. Think of the SubScript as a page or section of your overall Call Script.
To add a new SubScript:
- Type the name of the SubScript into the SubScripts textbox.
- Click the Add button.
- Enter the text of the script in the SubScript text area.
- You can use the WYSIWYG controls to format the text.
- You should NOT paste content from Word into the WYSIWYG editor. See this article for instructions on how to use Word content in your scripts.
- Use the Insert Contact Variables button to dynamically customize your script based on the contact's or user's detail:
- Type the label of the contact variable (e.g. "First Name") so that your agent knows what data they will be looking at.
- Click on Insert Contact Variable button above the text area.
- Scroll and select the Variable (field) to insert.
- Click the Save button at the top of the Call Scripts panel.
Subscript Text Box Character Limit: 8000 characters
- If you use any of the formatting tools (e.g. bold, hyperlink, etc), this will use up part of the 8,000 limit as it inserts HTML code within the script.
- We recommend you create all your SubScripts before setting up SubScript Responses and Data Collection.
By creating responses to your call scripts, you are creating dynamic or logical branch scripting. What script you see next is dependent upon how the prospect answered your question.
- Select your first SubScript from the SubScript list.
- You will see the SubScript Responses area underneath the SubScript Text area.
- To create a logical branch
- Type an expected response in the Response input box.
- Select a Target SubScript from the drop-down down menu. This sets which SubScript the Response button branches to.
- Click the PLUS sign to add another Response.
- Each response / target Subscript entry creates a clickable button that the end user will click on to branch to the appropriate SubScript.
Note: You may add as many Response buttons as needed for each SubScript.
Each target Subscript can have its own response + target Subscript. This is Dynamic Branching!
Unlimited scripts, unlimited responses, unlimited branches.
You build your dynamic scripts for your needs
Refine your Branches for Success
Start reporting on not just the outcomes, but the conversation paths.
For example: when they say they are not interested and they are using competitor #2, what is the common response at that point?
- What rebuttals are working?
- What rebuttals are not working?
- What objections of theirs indicate a final no?
Start building these types of questions into the application. Use them to drive and track your sales and success.
When you review the tracked responses, you will learn what works and what doesn't work, and you can modify or rebuild your branches.
Below is a picture of what your DYNAMIC CALL SCRIPT could look like.
What script a Caller sees is also dynamic! We know that when we use a script, it can have an entire set of branches to other scripts. But, the script the Caller sees (that starts the branching) for a prospect can be driven by the Lead Status of the prospect or the Team that that Caller is in.
- If the prospect has a lead status of NEW, the Caller will see the series of scripts created for this status.
- Another series of scripts may exist for Qualified prospects.
- Another series of scripts may exist for contacts that you are surveying.
Example Customized Lead Statuses
You can configure the system to have different scripts load up at different stages of the prospect life cycle (or lead status). Each lead status is customizable, so you can create your own customizable dynamic scripts for each status.
You can also create scripts driven by Teams. Your teams can be campaign-based and you can create a series of scripts for each team/campaign.
See the article How to Assign Scripts to Teams or Lead Status for more information and to see how to use this feature.
If you wish to collect and track data, you must first ensure that you have the necessary place to store the data. If you have not already, then you need to create your custom fields.
- Select the SubScript that will collect the data from the SubScript list.
- Choose the appropriate Data Collection type from the drop-down list:
- This SubScript will NOT collect any data.
- Input Box - User Types in Info
- This SubScript will have a text box where the Caller will enter free-form information provided by the contact.
- Selection Menu -- User selects info from a menu
- You will be asked to choose a "Menu Field". These are custom fields (other info fields) that have been configured as 'MENU' field types. These fields have multiple values/options that can be chosen. This data collection type is generally used when you need to select multiple answers to the same survey question.
- This data collection type will collect the value of the Response button clicked PLUS present a drop-down for the User to select an additional value to be saved.
- Automatic -- Tracks name of SubScript
- This will collect the value of Response button clicked only.
- Click the Save button.