Condition Your Call Center Against Agent Error

Call center agents are professionally good at saying what they’re supposed to say. It’s your job to make sure they know what that is, at any point in a call. Sometimes this can involve a lot of training. If your agent interaction script builder is good enough, you can do with a lot less training and get your script out the door (and your agents working) faster.

Using a straightforward script when you have multiple options can be a bit of a problem. It’s a little like reading a book, then discussing how changing events could have affected the outcome after the fact. Instead, you want the script to be like a “choose your own adventure” novel, where you’re presented with options in chapter 1, and they have ramifications in chapter 5.

The Q-Suite script builder comes with the ability to set a condition on any script component. If the conditions aren’t met, the component isn’t displayed. If they are, it is. It’s a simple concept. Yet as the agent follows along with the script, the conditions can guide the flow of the call the way it has to go without forcing the agent to know which part to jump to or skip depending on the answers given so far.

It may sound complex, but it’s really not. Many of your scripts will have chunks that are common for all calls, and in many cases, you can use branches to direct the call to appropriate script pages. The set of conditions you can use are:

  • Equal – Ex. if State Equals UT then display this (Utah-specific) component
  • Not Equal – Ex. If State Not Equal Hawaii, then display this special offer that only applies to the mainland.
  • Contains – Ex. If Hobbies Contains Music, then display our special iTunes offer.
  • Is one of – Ex. If profession is one of police,soldier,senator then display the section on federal employees
  • Is not one of – Ex. if profession is not one of senator,congressman,governor then display the section on the importance of voting

Finally, you can have multiple conditions for a component. In order to determine how that should work, there are two further options:

  • Match any. If one of the conditions is true, display the component. Otherwise, keep it hidden.
  • Match all. Unless all of the conditions are true, keep the component hidden. Otherwise, display it.

For values to match on, you can select anything that’s available in the script builder itself. If you collect household income anywhere in the script, you can use it in conditions at any point afterward. In fact, you can have it display the component that collects that information only if household income hasn’t already been recorded for that contact in a previous call.

With the addition of a few conditions, you can make your script responsive to your agent’s input. With each clicked checkbox or entered value, you can make sure that the content displayed to the agent right now is what they should be saying right now. No more memorization, no more reading the wrong entry, and a smoother call for the agent and your client.