There is a direct correlation between the volume of calls being made and the number of successful outcomes generated. Unfortunately this correlation is shared with mistakes.
Customer Savvy organisations will want to limit the possibility of more problems and support outbound advisors with best practice and answers to customer queries at their fingertips using Magnetic North Scripting, which is built in to Maximise.
Scripting in Maximise doesn’t require a team of IT professionals and even the most complex scripts can quickly be created, tested and set live by business users from their own desks.
Scripts can: Contain many branches using a dragging and drop user interface Connect to multiple databases to pull back dynamic information – e.g. Loan Settlement Rates, Product data etc. Send emails, faxes or SMS messages as a result of the conversation automatically and without Advisor interaction Integrate back to legacy systems to input transactions or communicate in real-time to modern CRM and Web 2.0 systems for uploading customer feedback and order processing
We all know what it’s like to be called by a telemarketer with a bad script, but using scripting well creates and encourages best practice without being prescriptive to your team. Standardisation ensures effective control of the collection of data whilst advisors are left free to create their own style of communication and do what they do best, closing sales, collecting debts or satisfying customer service needs to promote long-term relationships and increased customer satisfaction.
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