With the manuscript tool you can create scripts for your agents to follow during their calls. Manuscripts can include information for the agent to share on the call, or questions for the customer that the agent can record answers for in the system.
You can associate a manuscript with any outbound campaign, letting you, for example:
- Share product information to help with a sale.
- Conduct a survey.
- Gather information from a customer to find the best service for their needs.
When building your manuscript, you can pull information from the call or the customer’s contact card. You can include questions that can be answered using a dropdown list, or free text for the agent to type. Each page of the manuscript can end with a question which lets you branch off depending on the answer.
The results of the manuscript are stored against that call and contact. Agents can review the responses in their history, Admins can see the information in several places and can run reports on manuscript responses.
To learn more about the manuscript tool, see this article.