What is a Call Script?
A Call Script is a pre-written guide that helps customer support and sales agents navigate conversations with customers. It includes essential information, responses to common queries, and step-by-step solutions.
Using a call script ensures that agents provide accurate, consistent, and professional responses, leading to better customer satisfaction and improved efficiency.
Why is a Call Script Useful?
Call scripts ensure agents deliver accurate, consistent responses while reducing handling time. They boost agent confidence and help create a more professional, efficient customer experience.
How to Enable Call Scripts in CallHippo:
Follow these steps to activate and use Call Scripts in CallHippo:
Step 1: Log in to CallHippo
Visit CallHippo and sign in to your account.
Step 2: Navigate to the Call Script Section
Go to Users and Performance > Call Scripts in the dashboard.
Step 3: Add Your Call Script
Select Add Script to create a new script.
Customize it according to your business needs.
Step 4: Add Questions and Assign to Users/Teams
Add your preferred questions and script to read during calls
Link specific scripts to different teams.
Ensure agents have access to the right scripts for their roles.
Step 5: Activate and Use During Calls
Agents can access the script while on calls for reference.
Modify scripts after the call (not available during an ongoing call) as needed based on customer feedback and changing business needs.
How to Check the Status of Call Scripts:
Step 1: Navigate to the Call Script Section
Click on the Users and Performance > Call Scripts tab in the dashboard.
Step 3: Check the Status
Find the list of available call scripts.
Look for the Active/Inactive status displayed next to each script.
Important information:
All users (except those with the Quality Analyst (QA) role can create, edit, and delete their call scripts.
Owners and Admins can create call scripts and assign them to any user or team within the account.
Call scripts created by the Owner or Admin cannot be edited or deleted by users with the Agent role.
If an Agent creates a call script, they can assign it only to themselves or to the teams they are a part of.
The Owner will be able to check, edit, and delete all the scripts created for your account.
How is the Call Script visible to you when making calls?
The call script is visible to you in a dialog box besides the dialer during an ongoing call.
You can click on Add to view the content of the Call Scripts.
If there are multiple scripts assigned to you, you will be able to click on the dropdown button and select the call script you want to see by clicking on the script title.
Some basic queries related to the Call Script feature:
Q: Can I create multiple call scripts for different scenarios?
A: Yes, you can create multiple scripts tailored to various customer interactions, such as sales, support, and troubleshooting calls.
Q: Can agents customize the script while on a call?
A: No, they need to be pre-made.
Q: Can I update my call script after activation?
A: Yes! You can edit and update your call script anytime from the Call Script section in your dashboard.
Q: How is the call script displayed during a call?
A: It appears in a dialog box next to the dialer. Agents can view and select from multiple assigned scripts using a dropdown menu.
Q: Who can create, edit, and delete call scripts?
A: All users except those with the QA role can create, edit, and delete their own scripts. Admins and Owners have full control over all scripts.
Troubleshooting Common Issues:
Call Script Not Visible to Agents
Ensure the script is properly assigned to the correct team/user.
Refresh the dashboard or log out and log back in.
Unable to Edit or Update Call Script
Check if you have admin permissions.
Call Script Not Displaying During Calls
Make sure the Call Script feature is enabled in your settings.
Clear browser cache or try accessing it from a different device.
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]