2011_ContactBabel - Syntellect

SCRIPTING
As the previous section showed, the majority of contact centers of all sizes and sectors noted that the variable
capabilities of agents was a contributory inhibitor to quality improvements. One possible solution is to look at
scripting applications within an overall unified desktop environment, as well as understanding agent training needs
through call recording and monitoring, and delivering the right training.
Scripting has a mixed reputation, rightly or wrongly, widely seen as disliked by customers and agents alike, and
using overly-rigid scripting is certainly often counterproductive. However, scripting within a unified desktop
environment can actually be beneficial to agent and customer alike, supporting complex interactions where
multiple systems and media are required. Applications that define each step of the call interaction flow and
present the relevant data to the agent allows agents to take advantage of pull-down menus, on-screen buttons,
pop-up windows, inheritance mechanisms, and fill-in-the-blank parameters. Scripts guide agents dynamically
through dialogs with customers which change as required, while managing contacts, controlling interactions, and
updating databases.
Figure 10: Do you use scripting?
No, we have
stopped using it
1%
Do you use scripting?
No, but
would
consider it
11%
No, and no plans to
do so
20%
Yes, for all agents
53%
Yes, for
inexperienced
agents
15%
Insurance, medical, outsourcing and telecoms are amongst the greatest users of scripting, with more than half of
respondents from each of these sectors stating that all agents used the application (although we should not
assume this is for 100% of calls - scripting may be used widely in some industries for legal disclaimers, terms and
conditions, etc). Those in the IT sector were least likely to use scripting for all agents.
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