ServiceCall.ai > Call Scripts – Service Fusion

Call scripts in Servicecall.ai help call center agents be more productive. A written guide integrated in the Servicecall.ai call center, coupled with the ability to access customer, job, estimate and invoice data right away - with the introduction of call scripts, the call center agents can respond to their customers' needs more effectively than ever! Decrease training time, encourage consistency, and build agent confidence with call scripts.

Creating Call Scripts

The Servicecall.ai admin center has a setting option to create, view / edit, as well as delete call scripts.

Creating a new script is similar to creating call and SMS flows. There are three script applets that can be used in the creation of call scripts. Select to create a new script from this screen to see these applets.

The three applets involved in call scripts are the condition applet, the script block applet, and the Skip To applet.

Condition

The Condition applet allows you to set criteria that determines when a call script should be displayed. This allows you to have multiple call scripts, each tailored to assist the call center agent with a variety of different calls. It is with the condition applet that would allow a call script with information on current specials, to remind the call center agent to deliver this information to the caller, anytime the caller is identified to be a service agreement customer, as an example.

These behaviors are defined in the conditional applet by following the format of "If, then, else". The different conditions that can be selected:

Customer name
Customer’s parent’s name
Active Customer
VIP Account
Service Agreement
Customer tags
Assigned Agent/Rep
Customer City
Customer zip/postal code
Equipment manufacturer
Customer’s past due balance
Age of oldest invoice/ Days past due
Total job count (for the customer)
Upcoming jobs (for the customer)

Some conditions presented above are only a true/not true selection. This is the case with Service Agreements, checking if the Service Agreement toggle switch in the customer profile in Service Fusion for the corresponding customer is set to true or not. The options presented on what to check will change depending on the conditional chosen from the above list.

Setting up a Condition:

To set up a condition like:

("Condition A" AND "Condition B") OR ("Condition C" AND "Condition D")

This is how the AND/OR operators should be arranged:

Script Block

The script block applet is where the script information is entered. A name of the script block, the script block contents, and a 'Next' action comprise the elements of this applet. These script blocks could be used to help the agent steer the conversation in a certain direction or to remind the agent to do something. If no conditions are needed for a script to be displayed, then the script block applet can be chosen as the first step of the call script flow.

The skip to applet allows different call scripts to be connected using the call skip flow. This is the applet that can be used as the 'next' action for either the conditional or the script block applets, and allows for different call scripts to be invoked throughout the duration of the call script flow.

Attaching Call Scripts to Call Flows

After a call script has been created, the script will need to be attached within a call flow through the Dial applet. The dial applet would eventually assist the caller with human interaction.

Please click the above image to enlarge

When a script has been added within a call flow, if a call comes in through that flow, and if the conditions set up within the script are met, then the relevant script would be displayed to the call center agent taking the call.

Using Call Script Flows on Calls

When an incoming call comes in, the system is going to validate all the conditions that have been set up by the user within the call script that is associated to this call flow, and display the script accordingly.