Simplify the agent's call flow handling process. See how the agents can use Branching Scripts while making calls in a Call Center Campaign.
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. Here, we will see how Branching Scripts work for an agent on the Web version of CallHub.
To know how the Branching Scripts work on a Mobile App, click here.
As the campaign manager sets up the script for the campaign, you as an agent need to Join the campaign by clicking the "Join Campaign" button on the agent console. Click on "Join" followed by "Join Campaign" by selecting a campaign if multiple campaigns are assigned to you.
Once you are connected to a contact, you need to read out the Initial script. Based on the response, click "Next" to move forward.
Entering responses for Surveys:
For the Multi Choice Question, you need to select one of the options based on the contact's response. If the contact does not want to answer the question, you can click on "Skip" and the system will display the "End Call" Script.
If the contact says "Yes," and you select Yes in the script, the next script will display the text that you need to respond with for all the contacts saying "Yes."
After reading out the script, and there are no more questions left, you may click on "Next" (above image) and per the setup, you will be presented with the "End Call" script.
Call Dispositions and Notes:
Next, you need to save the relevant call Disposition and enter the notes, to save the Call details.
Saving the Call details:
In the next step, you may either choose "Save" to save the call details if you wish to Leave the Campaign or "Save and Next" to save the current call details and move to the next call.
Note: For Auto Dialer and Predictive Dialer, the system will dial the next call by clicking Save. If you wish to save the call details and leave the campaign, you need to choose the "Save and Leave" option.