How to setup Branching Scripts in a Call Center Campaign?

Branching scripts will save your agents' time and eliminate confusion in skipping to the right section. Here's how to set it up campaigns.

CallHub has introduced the Branching Scripts feature to reduce the efforts of your agents/volunteers while making calls in a Call Center Campaign. Earlier, with the Linear scripts, the agents had to scroll to every section, enter the response, find the following script, and all this during the same call.

Branching Scripts provides segments of information based on the direction of the conversation or simply based on how the contact responds. This ensures flexibility in the conversation and also maintains relevancy in what the agents need to speak with very less effort. 

Note: We still have the traditional "Linear" Scripts for Call Center Campaigns. Click here to know the difference between Linear and Branched Scripts.

Setting up Branched Scripts -

You can set up Branched Scripts from the "Scripts" section while setting up the Call Center Campaign. 

Adding a Script:

To start with, you need to decide if the initial question is a Paragraph or a Multi Choice Question based on your campaign requirements. We have set up an initial question using the Paragraph option. 

Adding Multi-Choice Questions for Branching:

Next, you can add a Multi Choice Question and add Options (choices) that the volunteer needs to select/record during the call. While adding a Multi Choice Question, you get the option to set redirects for every response. We will discuss it in the following steps.

Before setting up redirects for every response, you need to set up scripts for these redirects. For Eg: What will you respond if the contact says Yes, No, or Maybe?

Branching the Scripts - 

Once the questions are set up, you can choose what each question and the survey response will redirect to. For example, let's say after the agent completes the first question, you can set up the script to navigate to the following script, which is a Multi Choice Question based on their response. 

To do this, you need to choose the section in the dropdown for "After this section, go to." Here, you need to select the next Target question you want the system to navigate. 

Next, the agent may receive any of the three responses from the contact. You can set up the script to display the respective section based on the responses.

In the above image, the script is set up such that if the contact responds with a Yes, the script will automatically display the Yes section. Similarly, the script will display the No section for No and Maybe if a response is recorded as "Maybe."

Once the response to the above is given, the agent needs to click on "Next," and the system will navigate the agent to the following call script as per the setup. In the above example, the system will display the End script for the call. 

Skip - If the contact does not want to answer the questions, the agent can simply click on the "Skip" button, and the system will display the End script of the call. 

Script Preview on Manager Console -

The below short video shows how the system navigates to the respective section based on the responses. As a campaign manager, you can check this from the "Script Preview" option once you have set up the Branching Script for your campaign(s).

Click here to know how Branching Scripts work on the agent console.