As your business grows and you get workers to attend calls for you, the best way to ensure quality in these calls is to give your workers a script they can follow during a call. This minimizes mistakes and helps promote efficiency. Sounds like something you need? Follow these steps to achieve it.
Note: Only admins have access to Call Script creation and editing.
Adding A Call Script #
Head to your account settings and access the Phone Numbers section. In there, open the Voice and switch to the Call Scripts tab.
Click Add Scripts.
Type a title for your Script; this will be used to access it in the dialer, so try to be clear and concise.
Enter your Script; the builder allows for regular text formatting, meaning you can use multiple fonts, colors, and styles. If you don’t see the necessary settings, click the three-dot icon to expand the options.
You can add Custom Values to your script by clicking the tag icon. When the script is in use, the system will replace them with the proper information.
Once satisfied, click Save.
You can add multiple scripts by repeating these steps.
Accessing The Scripts #
You can access the call scripts whenever you’re using the web dialer. While doing the call, click the Scripts button.
This will open a small tab next to the dialer where you can select the desired script from the drop-down menu.
All your workers will have access to the scripts directly from the dialer, ensuring they have their lines in every call without loading extra screens. This will help you improve consistency in calls and boost productivity.
Frequently Asked Questions #
Who can create or edit call scripts? #
Only admins have access to Call Script creation and editing.
Where do I create a call script? #
Go to your account settings, open the Phone Numbers section, open Voice, switch to the Call Scripts tab, and click Add Scripts.
Can I personalize scripts with contact information? #
Yes. Click the tag icon to add Custom Values to your script. When the script is used, the system replaces them with the proper information.
Can I format the text in a call script? #
Yes. The builder supports regular text formatting with multiple fonts, colors, and styles. Click the three-dot icon to expand additional formatting options.
How do agents access scripts during a call? #
While on a call in the web dialer, click the Scripts button. A tab opens next to the dialer where the agent can select the desired script from a drop-down menu.
Can I create more than one call script? #
Yes. You can add multiple scripts by repeating the creation steps, and all are accessible from the dialer drop-down.
