Scripting in outbound calls Related Articles Positive Scripting for Customer Service Outbound Dialling Reference Guide An Introduction to Call Scripting How Many Calls Should an Outbound Agent Make 21,579 Filed under - Skills, Call Scripting, ContactBabel, Outbound dialling, Outbound Dialling Guide Scripting in Outbound Calls Scripting is a technique that has been used in many outbound call centres to generate a repeatable call flow. Scripting is required in some companies for compliance reasons. Scripting has traditionally got a bad press as it can make the call flow sound rather ‘wooden’ and inflexible. But more modern ‘scripting’ systems have recognised that a straight-line script doesn’t meet the call recipient’s or agent’s needs. Desktop scripting systems now: Provide context-sensitive scripts based upon specific customer information Personalise scripts for teams and individual agents to support champion-challenger processes Dynamically route the call process based on the direction of the conversation – for example providing the agent with relevant objection handling prompts Directly integrate with other IT systems to make sure that the agent has relevant information ‘screen popped’ when they need it Quality ‘scripting’ support can be a significant productivity tool in an outbound operation, delivering: Consistent process conformance Improved performance through shorter transactions Dramatically reduced training time for new staff and new activities Scripting is widely used in outbound call centres, with around 51% of calls centres using this technique. Further Reading Outbound scripting software Contributors Steve Morell at Contact Babel, Ken Reid and Jonty Pearce Author: Jonty Pearce Published On: 9th Apr 2010 - Last modified: 19th Sep 2019 Read more about - Skills, Call Scripting, ContactBabel, Outbound dialling, Outbound Dialling Guide Recommended Articles Positive Scripting for Customer Service Outbound Dialling Reference Guide An Introduction to Call Scripting How Many Calls Should an Outbound Agent Make 1 Comment What are example scripted call for outbound?? Genilyn Venus 4 Apr at 16:03 Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter