How to review your script
When it comes to reviewing your call script and FAQs, sometimes it's helpful to see things the same way a Specialty Answering Service agent would. Viewing it as if you are an agent will give you a better idea of how the call will flow from one question to the next and help you pinpoint areas that may need editing.
In this article we'll discuss:
Navigate your script
In addition to reviewing the script for call flow, seeing the script in the operator's view is a quick way to verify any changes you or our programming team made to your account.
If you encounter a drop down: Choose a value and click the blue arrow next button before proceeding. All drop down options are required before you can click Next.
If you encounter a red * next to an input box: This means the field is required. You'll need to enter some data before clicking the Next button.
View your FAQs
Seeing your FAQs as the call center agents see them is helpful so that you can read through the answers you included and think about how they might sound to a caller.
With the call script open, FAQs will be visible under the script.
We encourage you to read through your FAQs carefully to ensure that the content is accurate and arranged in the easiest way possible for the operators. Remember, the more questions you have, the more complicated it will be for the operators to navigate. For lengthy FAQs, it may be a good idea to create sections that will keep things organized.
If you'd like to update your FAQs, visit this tutorial for step-by-step instructions!