Smiddle Agent Scripting

Smiddle Agent Scripting – system, allowing to create and implement the scenarios of communication with Customers for Contact Center agents

High quality client service, accurate and comprehensive answers to the questions of the clients, excellent order in the work of your call enter is what Smiddle Agent Scripting can help you to achieve! With the utilization of this system the call center agent knows exactly how to answer the questions and how to deal with objections of clients, what is the next step in the conversation, how to handle some difficulties in communication with clients and how to make the most out of each call.

Why do you need Smiddle Agent Scripting?

In modern call centers the agents are surrounded by high-tech solutions whose aim is to enhance work efficiency and client service. Unfortunately, it often happens so that huge amount of information, variety of different tasks as well as the tiredness of the agents can lead to some chaos and deterioration in work efficiency, which will definitely have a negative impact on the quality of client service and work of the call center in general.

Smiddle Agent Scripting is an excellent program solution which allows to prevent such troublesome situations, to enhance efficiency of the work, self-organization of the agent, and to provide prompt and accurate answers to the questions and objections of the clients due to created conversation scenarios.

The benefits of using the system:

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Reduction of the training period for new agents since they can receive all the necessary tips from Agent Scripting

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Enhancement of agents’ efficiency

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Provision of clear and reliable information to your customers

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Communication with customers according to the scenarios created by sales and service professionals

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Flexibility in the work of agents for various projects

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Reduction of the costs of agents training

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Reduction of the impact of staff turnover on the quality of contact center operation

How does Smiddle Agent Scripting operate?

The system provides its administrator with the opportunity to design conversation scenarios, which include possible and probable questions of the user, and corresponding reactions of the agent in each of these cases. For example, in a certain situation the client can express:

  1. interest in the product;
  2. intention to buy the product;
  3. оrefusal to buy the product/service.

In this case, depending on the reaction of the client, the manager will have three prompts how to respond, for example:

  1. information about advantages and main characteristics of the product, which will help the agent to persuade the client to make a purchase, will appear on the agent’s desktop;
  2. clear information about how to make an order, information about the shipping and payment terms will appears, and the agent will be able to pass this information to the client;
  3. gratitude for the time spent or carefully designed questions concerning the reason of refusal.

How is the system realized technically?

The program was developed in such way that in order to design scenarios and to make settings no programming skills are needed, so, your non-technical staff will easily cope with this task. The system can be applied whatever field your business works in, since you can design the scenarios which are appropriate for your business. Detailed manual and instructions how to design scenarios are supplied with the product.

Additional benefits of Smiddle Agent Scripting:

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Collection of statistics of the most popular conversation scenarios, which helps to understand the needs of the clients better and provides important data for further analysis by the marketing department or other specialists

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Ease of utilization and scenario customization

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Possibility of application of different functions, for example, calculations, in scenarios

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Simple and intuitively understandable web-interface

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In case of a dropped call, there is a possibility to resume the conversation from the moment where it was left off, as all the data was automatically collected and saved in the system

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The function of integration with CRM and other external systems

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Possibility of binding scenarios together

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Support and improvement of product by the company-developer of the product

By using Smiddle Agent Scripting you can be absolutely confident in the competent and efficient work of your managers! Your clients will get accurate and exhaustive information, while your business will get valuable data for analysis and decision-making!