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Aptean CRM - Call Scripting

Aptean CRM - Call Scripting

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Aptean CRM - Call Scripting

Mar 2, 2020

Aptean Staff Writer

Headline

  • Use Efficient Call Scripts So Call Center Agents Can Enhance the Customer Experience
Customer service representative sitting at a desk

Are you looking to get more out of each customer interaction? Increase the productivity of your call center agents? And enhance the overall customer experience with quick, consistent scripting? Then our Call Scripting software, included in our comprehensive Aptean CRM offering, is the ideal solution for your business’s needs.

  • Improve Productivity. Call center agents will know exactly what to say and when to say it with simple, efficient call scripts. No more downtime or mishandled customer information. Keep your customers engaged while capturing the data you need.

  • Enhance Call Experience. Maintain a consistent customer experience that’s rewarding to both parties. Our software allows administrators to define questions and agent responses that will assist call agents as they work through branching conversations with customers.

  • Drive Customer Data. Get data into the hands of your call center service agents before the customer call, and allow for data input throughout the conversation. Once added into the application, the data is secure within Aptean CRM.

Ensure A Consistent Customer Experience With CRM Call Scripting

Call Agent Efficiency

With call scripting through Aptean CRM’s Contact Center suite, productivity and efficiency levels are bound to go up. Unnecessary downtime between customer calls and missed opportunities can be a thing of the past. Our call scripting software provides agents with pre-defined scripts to capture important customer data, reducing call time and creating a more involved, productive conversation right from the start.

Real-Time Guidance

With Aptean CRM, call scripting is available in real-time. If you need to alert your reps of a change in a script or message point, there’s no need to worry about miscommunication. Our real-time guidance will make adjustments immediately and keep productivity levels high. Our intuitive Call Guide Tab helps guide agents through a call’s verbiage, and provides fields for gathering important customer information.

Customer History at Your Fingertips

All related customer information is automatically populated into call scripts, giving your agents a more complete view of the customer so they can respond quickly and create a consistent experience. A comprehensive overview of the customer provides clarity that would be otherwise missing from the call. This feature is available through a simple Pre Call screen, which can be accessed from the dashboard of the Contact Center software.

Simple Scripting

Don’t worry about extensive, time-consuming training periods that take away from a productive workplace. Our scripting solution is both simple to use and flexible. We provide screens within the Contact Center Dashboard that assist call agents with scripting, including:

  • Call guides that aide agents as they interact with customers

  • Frequently asked questions related to a specific program

  • External links for helpful reference during a customer call

Want to find out how Aptean CRM can help your business? Contact us today to chat with one of our experts, start your free trial or schedule a demo.

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