Here is a situation we have all encountered over the years. When dealing with service providers via their contact center ACD, whether it is a cable, internet, phone, or insurance company to name a few, we will offer our best description about our issue to the current customer service representative (CSR). Too many times we are presented with the outcome of needing to be transferred to someone else who can better handle this particular inquiry. Once on the line with the next CSR, we are then forced to reiterate the exact same scenario that we had explained to the first CSR. This is not how a caller wants to spend their time.
There are certain circumstances where the current CSR may be capable of handling the issue (based on skills based routing), but does not have the proper scripting available given the selected path that the caller chose while navigating the IVR. This is where dynamic script switching comes into play. Using the script builder to integrate the script switching mechanism (currently in alpha phase) into the script, CSRs using the Q-Suite’s agent interface can leverage a new script component that will allow them to swap out the current script for the desired script at the click of a button, while maintaining their connection to the customer.
This functionality could also be used effectively for upselling or cross-selling certain products or services. Using the service provider as an example, the customer makes a call and asks to upgrade their internet service. With the active customer’s data on the screen, the agent notices that the customer lacks a home telephone service. The agent can then make the pitch to the customer about the home phone service and if the caller wishes to pursue this, the agent can finish up with the internet based script and initiate the script switching component to dynamically load the home phone script while maintaining their live connection to the customer.
This new feature of the Q-Suite call center software will allow for a more streamlined process, for aptly skilled CSRs, when situations arise on a customer call that may have resulted in a transfer in previous iterations of Indosoft’s Q-Suite product.