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Dynamic call scripts, is anyone else doing it?
Hi All,One of my clients wants to use my services to modify the agent call script in real time, depending on answers that the agents get from customers during the call. In this particular instance, my client wishes to optimize which offer to present to the customer given the new information. I'm wondering if anyone else is doing this type of real-time script optimization or is interested in doing it as well. If so, I'd be very interested to know. Thanks! Nick
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2 Answers
Nick,
You'll notice in my profile that before becoming a consultant with COPC Inc. I was a Business Analyst, Project SME and later a Project Manager, working on a tech implementation project that had exactly this capability within. And in fact I then went on to be a Product Manager, selling the technology to the many clients of this company.
Yes, others are doing it. Look up applications like Jacada and CiBoodle, they are software vendors doing regularly. The implementation we designed with our vendor they had never seen before, so I believe our thinking was "cutting edge" - two years ago.
Our approach was not to script everything word for word, but I have seen that work before. Our scripts worked more like guidelines, taking the agent through each step of the process. At each step there was an opportunity to take various actions, but the main point was to guide the agent to pick up all the things they would normally miss. I.e. adding information that's missing on an account, sending information that's not previously been sent that probably should have been, closing off a tele-marketing opportunity that was previously unresolved because the customer wasn't available for contact or didn't respond, or of course, taking the change to up-sell / cross-sell and tailoring the "pitch" based on details within the customer account (i.e. account balance, products they qualify for, etc). This project also included a datawarehouse project, where tansactional data was retrieved from multiple systems and stored, and the application we were developing could look into the data warehouse to help on what to prompt agents for.
Anyway, it worked, well, in the end, but there are problems with this approach. Consider that, your existing operating environment will be very different once the changes are implemented. For example, will AHT be increased, or reduced? At least you'll know your processes are in control - if you are getting enough data from the application you're using in order to analyse them.
The best advice I can give is:
1 - Be very clear on what you want to achieve, up-front
2 - Make sure you understand your as-is procedures, in detail, and then understand the to-be procedures.
Not exactly sure if you were after advice, but I hope this helps.
Luke Fowler
Associate, COPC Inc.
australia@copc.com
SKS can help you identify and eliminate failure demand of all types. We do this through our product Agent Sensei, a process design and management tool and an intelligent scripting tool. The design of the script allows the customer service representatives to better classify failure demand. Together with the in-built analysis and reporting capabilities of the product, this allows the process designer to gain ongoing feedback from the process in action and thereby optimise the process and script with each successive iteration. Likewise, clear visibility of the end-to-end process provides the business with the ability to correlate failure demand in the call centre with the responsible back office activities.
www.sks-solutions.com
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