Communication Center Script Management
Phone script interface provides comprehensive call support through right-side call screen display with integrated callback number functionality for unreachable customers
Dynamic information population automatically includes customer name, vehicle details, agent name, and dealership name based on specific campaign parameters and enrolled vehicle data (00:09)
Campaign-specific customization ensures script content aligns with vehicle enrollment and communication objectives
Checkbox integration through Vehicles tab "Reason for Communication" feature directly influences script content population
Multi-script accessibility enables agents to toggle between multiple scripts using dropdown navigation for comprehensive call support including rebuttals and add-on service information
Call Documentation and Team Coordination
Integrated call notes system positioned at bottom of scripting section captures essential conversation details for internal team usage and future reference
BDC workflow integration allows notes to support future phone call preparation and team coordination efforts (00:09)
Automated notification system triggers email alerts to designated team members based on specific call disposition selections
CSI concern protocol demonstrates automated email functionality where selecting CSI concern disposition sends alert with attached call notes to relevant team members (01:52)
Synchronized note management ensures call notes between scripting section and Submit Disposition section remain identical with real-time updates across both interfaces
Cross-functional communication enables seamless information sharing between BDC agents and dealership team members through automated workflows
Transcript:
00:09
Speaker 1
On the right hand side of your call screen is the phone script. At the very top it will include a callback number. You can leave this number in a message to the customer in case you did not reach them. In the scripting itself, we will populate information to help you with your phone calls. So we may include the customer's name, the customer's vehicle, your name or the dealership's name, etc. The information we will include in this scripting area is based on the campaign as well as the vehicle for which they were enrolled. If you'll notice in the middle tab section under Vehicles, we also utilize the checkbox Reason for Communication to fill in the information in the scripting. If there's more than one script located in the campaign, you can choose the drop down arrow toggle back and forth between multiple scripts.
01:14
Speaker 1
There may be additional scripting included such as rebuttals, information about add on services, etc. At the very bottom of the scripting section you're going to have call notes. You'll want to be sure to include anything from your conversation with the customer that's important or relevant either for yourself or for other teammates to know. In the future, this information could be used internally within your bdc, perhaps for future phone calls, or depending on the outcome of the call, we may automate an email alert to a team member within your dealership. For instance, if you would select the disposition of CSI concern that could potentially send an email alert to a member of your team and any notes you take may be sent in that email notification.
02:14
Speaker 1
The call notes under the scripting also copy over and work hand in hand with the call notes included in the Submit Disposition section. So any changes you make to one section of the call notes will reflect in the other.