An Overview of Amtelco Scripting

Scripting is the heart of efficient communication for contact centers. Amtelco’s versatile scripting software is designed to increase productivity, decrease errors, and significantly reduce training time for new agents. Amtelco scripting delivers powerful capabilities while being flexible and easy to use.

The Scripting Toolkit

Amtelco’s scripting abilities go well beyond agent scripting, providing scripting for clients and their customers, automated workflows for client notifications, and time-saving agent-scoring scripts.

Here’s an outline of Amtelco’s extensive suite of scripting tools:

Agent Scripts Improve the Caller Experience

Amtelco scripting simplifies the process of capturing a complete message for clients. Agents are guided through scripts step-by-step, making even the most complex calls easier to handle. Scripts give agents the information they need, exactly when they need it, helping eliminate agent stress and ensuring they receive all the information needed on every call.

Web Scripts Increase Functionality

Client-based and public web scripts expand script usage, enabling agents, staff, clients, and their customers to ask questions, request information, and communicate using a web script, without agent assistance. This adds convenience, speeds requests, and helps you deliver better service. 

Scripts That Automatically Notify Clients

Scripting also makes the dispatch process more efficient. Amtelco’s automated software can contact the designated personnel through workflow scripts, triggered by an alarm system, equipment, inbound text, e-mail, secure message, or page.

Automated Scoring Scripts

Amtelco’s newest script type automates the agent call-scoring process, saving time for supervisors and alerting them to potential problem calls. Supervisors can build numerous scoring scripts based on call type or specific client requirements, and each call is automatically ranked according to those settings.

Streamlined Script Set Up

Scripts do a lot behind the scenes, and one standout feature of Amtelco’s scripting platform is that supervisors can create and modify scripts at any time without waiting on IT staff or developers. Supervisors design custom call-flow scripts to ensure consistency on every call, using drag-and-drop tools that don’t require extensive programming experience. Both system-wide and client-specific scripts are available so you can meet every client’s unique needs.

Customizing Script Appearance and Functionality

Depending on the script type, you can control both its look and feel and its behavior. Appearance settings include fonts, background and foreground colors, color coding, case conversion, spell checking, drop-down boxes, check boxes, images, and buttons that trigger commands, such as opening a web page.

Easily Handling Complex Tasks

Built-in calculations, such as determining someone’s age based on their birthdate, also save time for agents and callers. Protocols can be built into navigation scripts so that as agents enter the caller’s responses, the script branches to the next appropriate question. Specific prompts can be marked as required, ensuring agents enter all the needed information.

Managing Notifications

For automated notifications, a wide range of settings controls how recipients are contacted, including options for sending messages by phone, e-mail, secure messaging, and more. These types of scripts can also include options for retries, escalations, and confirmations.

Tools to Assist You with Script Building

Resources to help you build the various types of scripts are available on Amtelco’s TechHelper online customer support resource:

• Easy Script Editor Supervisor Reference Guide – for assistance on creating, editing, and customizing scripts and templates.
• Expression Builder – provides information on adding predefined functions, such as calculating ages or dates.
• Response Element Library – explains how to set up automated responses.
• Online Script Library – to help get you started and give you inspiration, you’ll find links to TechHelper within the scripting software that includes numerous pre-built system and client scripts and templates.