Flow Scripts is an industry leading call center scripting designer that empowers anyone to dynamically build and customize scripts on-the-fly to guide agents through simple or complex customer interactions. Outside data sources can be incorporated within scripts from CRMs, lead sources, payment processors and other data using standard APIs. We simplify the ability to build dynamic scripts by providing an easy to use call center script designer to incorporate powerful controls that automatically enable call flows to be constructed and deployed fast and easy. There is no need for technical resources to program and maintain complex scripts - we've already been there, done that, and are giving you the power to do so with this simple tool.
Any campaign administrator or operations personnel can easily create a script in minutes using our drag-n-drop designer to build masterful scripts and call flows that allow agents to lead their interaction to the best possible outcome, and at the same time deliver exceptional customer service to your clients. Scripts can be tailored to any industry to enhance the operations of both in-house and outsourced call center ops. Whether your focus is on lead generation, sales, customer support, fund raising, customer retention, brand awareness or telemarketing, Flow Scripts will provide your team with the tools to transform your customer communications.
In this article, we’ll walk you through a simple example that will help you understand how to design call center scripts for your own campaigns.
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1 – Creating a new Flow Script
To begin designing your script you must first create a Flow script. To do this simply click on the Add New Flow button.
Within the Flow Settings window you will be presented with three fields such as Name, Description and Flow URL (see example below).
Name: Enter a name to identify your script in the Page (This is a Required filed) Description: Enter a description (Optional) Flow URL: Automatically generated URL to access your Flow script directly Click the Save button to continue
2 – Learn about Script Controls
Action: Use this control to perform the following actions such as Dispositioning, Ending Calls, Creating New Leads and Navigation.
Check Box: This control allows users to select one or multiple checkboxes for selection.
Comments Box: The Comment Box is simply a large text field which allows for huge amount of verbiage to be displayed.
Condition: This control allows you to define logic for navigation for example (IF checkbox = NO then Go To Page -or- Go To Field)
Date Picker: Allows you to pick dates from a predefined list of dates
Dropdown List: Allows users to select a list of possible options to choose from.
Empty Space: This control is used to provide spacing between controls in your script.
Expression: This is a conditional button which allows you to display output based on evaluating expressions
Iframe: This control will allow you to load external webpages within your script.
Image: The image control allows you to add images to your script such as your company logo.
Multi Selection: This control allows for users to select multiple selections from a dropdown menu; option randomize feature included.
Navigation Button: The Navigation control allows you to navigate to specific script pages.
Radio Button: This controls provides a list of options which only one can be selected.
Script Verbiage: Control used to create read only verbiage which is commonly used to guide users during interactions.
Text Field: This control is used to capture small amounts of text such as Name, Address etc.
Time Picker: Control used to select from a predefined list of time.
3 – Building a sample script
Below you will find several examples that will aid in helping you create your first script using several and simple dynamic drag and drop controls.
Building our first user interaction script by utilizing the following script controls below and creating a secondary page which will be shown based on user selection:
Good job! You've just created your first Flow Script! Feel free to play around with the different controls to familiarize yourself with all the options available.
Marlon is an expert call center scripting programmer. He enjoys boating, fishing and playing his saxophone when he's not somewhere hidden, zoned-out coding.
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