Advanced Call Centre Scripting Software
Collecting and presenting the correct information at the correct time has never been easier with MaxContact’s advanced scripting tool. Build scripts that work for your agents by presenting them with customer details when a call drops in.
Understanding Call Centre Scripting Software
A call centre scripting software helps guide agents through their calls with customers. It doesn't exactly tell users what to say, however, it does provide them with a script to follow to make customer experience easy and straightforward.
Most agents are able to access their script on their desktop and the scripts are usually made up of a step by step guide on how to speak to customers in different circumstances.
Here are some of the many scripts you can use:
- Welcoming customers
- Returning customers
- Problem solving
- Complaints
- Ending conversations
Effective Call Centre Scripts
MaxContact’s advanced scripting tool makes it easier to guide your agents through calls, gathering the correct information, ensuring five-star customer service and arriving at the best outcome for the client.
Using validations and branch logic allows you to tailor scripts that truly suit your business ethos, guides agents through objections and ultimately increases successful calls.
Customised Validations
Tired of missed information? MaxContact’s complete validations will ensure your agents are capturing all the important data you require, which streamlines the processing of the all-important sales.
Historical Edits
MaxContact’s scripting tool saves every version of the script. If you make a change, and don’t like it, you can quickly revert back to an older version and implement the change live – without disrupting the call centre.
Features you will love
Built-in calculator
MaxContact’s enables you to make complex calculations and use the answers – combined with customised validation – to determine the next step of the call.
Call recordings
Simplified scripting buttons will allow agents to pause/resume call recordings, or you can design the script to pause on page load, taking the way the need for agents to do it manually.
JavaScript customisations
Insert your own JS code into the script to apply a feature you want.
Email and SMS
MaxContact’s scripting tool will allow you to update customers with the result of the call by sending smart, templated SMS or emails that will capture the key information you want from the call.
External integration
MaxContact’s scripting tool can be integrated with external systems to pass and feed data back and forth.
Embedded web pages
Embed CRM, or another external web page, within MaxContact and use URL query parser to move information from the script, back to the web page.
Benefits of Call Centre Scripting Software
A call centre scripting software comes with many benefits to help agents with training and call handling. These scripts can be used as online contact requests, handle customer queries, resolve issues quickly, help agents make sales, and much more.
Here are some of the many benefits a call centre scripting software offers:
- Save time by automating processes
- Quicker response time
- Easy to use
- Improved workflows
- Quicker onboarding and training
- Improved performance for call handlers
As you can see, call centre scripting software offers a wide range of benefits for your business. There are call centre scripting softwares for almost everything including inbound, outbound and IVR systems.
How to Use Scripts for Customer Service
Scripts are a great way to provide your agents with support whenever they need it and are excellent tools that can be used to train new members.
Here are some template examples you can use for a customer service script:
Script 1: First-Time Callers
- Hello this is [name here] from [company name] how are you today?
- You will then respond with a follow up to their answer as well as asking the customer how you can help.
Script 2: Returning Customers
- Welcome back [customers name] how can I assist you today?
- Hello again, [customers name] how can I help?
- Hi [customers name] do you want to pick up where we left off?
Script 3: Problem Solving
- I understand that [product] isn't working for you. Can you explain the issue to me?
- Can you please provide me with more information on the problems you are having with [product]?
Other Solutions Available
Check out what other solutions are available within MaxContact and how they can help grow your business.
Frequently Asked Questions
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A lot of Contact centres/Customer service teams will rely on scripts that present specific information to their agents.
They are generally tailored to a campaign and can present an unlimited amount of information. Within the MaxContact Script builder you can embed webpages, CRMs and contact forms.
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Yes, very! The script builder is all drag and drop and can easily be used by anyone. It’s simple to create elegant scripts that capture all required information and you don’t need an IT degree to set them up.
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Yes! You are not limited to the number of pages on a script and they can be as simple or as in-depth as you require.
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Yes you can! There are some limitations that are put on by specific website but most companies do allow their pages to be embedded into MaxContact via an iFrame. Speak to one of our team to find out what websites do or do not embed.
