Adding notes for the call center agents
NOTE: As of Spring 2020, some internal and user-facing SAS systems have been updated to better suit the needs of our customers. Because of these updates, your online portal view may look different than the pictures shown below. If your portal looks different, please refer to this article for updated instructions.
Script notes are a great way to guide the operators on how to handle your calls properly. Notes can include anything from how to navigate an external website to coaching the operators' demeanor when handling a call. The Call Script Builder lets you add notes to any script step.
Our operators are trained to expect notes in certain script steps. The tutorial below will show you some standard places where you'll see notes including:
- Greeting: Notes here that include the script style, operator tone of voice, and the name of the business.
- Patch and Reach Steps: Notes in these types of steps include instructions on how the operators will navigate the SAS On Call App.
- External Website: Notes here can vary based on what the agents are doing on the website; however, every external site using a Web Pop step has a website down path if the website can't be reached.
- Google Calendar: Notes here will tell operators the steps to follow to schedule, cancel, and reschedule appointments using the SAS Google Calendar App.
- Manual Reach On Call: If you aren't using the SAS On Call App, these hard-coded notes will tell operators who to call, what to do if they reach voicemail, and how long to wait between phone calls.
- Regarding: When agents ask what the call is about, a specific set of notes will give them a polite way to ask the callers to hold while they document the reason for the call.
Script notes contain coding that will make the text appear a certain way when the operators move through your script. For example, you might color code the phonetic pronunciation of your company name, or you might include specific instructions on how to enter orders on your website.
Any of the instructions listed below can be copied and pasted into your script, just don't forget to modify them to suit your needs. Typically, notes for the operators that are listed after live text will start and end with (L), which adds lines to separate the note from the live text. Multiple instructions are generally numbered 1, 2, 3 and so on. For more information on how to code notes for the operators, please read Color coding your call script.
The live greeting step in your script contains details that will tell the operators how they should present themselves during your calls. It will look similar to the text below. First, you'll see the actual greeting. The (L)(L) then creates two hard returns, and the information is continued in Navy (N) and Green (G), using (E) to denote the end of a color change.
Hello, and thank you for calling, my name is [OpName]. Are you calling to schedule an appointment?(L)(L)(N)Business Name: (E)(G)[CampaignName](E)(L)(N)Style: (E)(G)Casual(E)(L)(N)Service Type: (E)(G)Receptionist(E)
You can also include a note before the operators greet your callers that will give them an idea of the tone you want to set. In the example below, Red (R) text is being used to make sure the operators know that they need to be super perky when they field calls.
(R)(CSR: SOUND VERY UP-BEAT!!)(E)(L)(L)Hello! And thank you for calling! My name is [OpName]. How may I assist you?(L)(L)
Patch and Reach On-Call
If you are using the SAS on-call scheduler to build your on-call rotation, the notes in the Reach On Call step of your script will always contain instructions for how to dial through your contact list, and will include details on which staff member to contact in the event the on-call schedule link is down. The instructions below are for a Warm Patch schedule. It may look confusing to have so many letters in parentheses next to each other. In the example below, just after the live text, you'll see (L)(L)(L)(N)(G)1.(E) The (L)s include 3 hard returns to separate out the instructions from the live text. But the Navy (N) and Green (G) are right next to each other.
The bulk of the paragraph is in (N). If you look carefully, you'll see that the green text starts (G) and ends (E) with each numbered instruction. Anything not included between the (G) and (E) will be Navy because the (N) code appeared before the (G).
One moment please and I will transfer you. May I place you on a brief hold?(L)(L)(L)(G)1.(E) Place the caller on hold.(L)***CSR: Follow the instructions below to transfer.(L)(G)2.(E) Click on the link.(L)(G) 3.(E) Copy the transfer number and enter it into the Dial box.(L)(G)4.(E) Click the (G)dial(E) button.(L)(G)5.(E) If the call is Answered, select Answered below to provide the callers information.(L)(G)6.(E) If there is No Answer, please leave the following voicemail: (G)Hello, this is SAS with a call for you from: [FirstName] [LastName], their number is: [PhoneNumber]. Thank you.(L)(E)(L)(R)_______________________________________________(E)(L)(L)(G)7.(E) Go back to the link, if there is another number to dial, (R)repeat steps 3 - 6.(E) (L)(G)8.(E) If there are no more numbers, select No Answer to complete the call.(E)
The set of instructions below is for a Reach On-Call schedule. If the App link doesn't work, your primary contact is listed for the operators to call, along with notes on how to use their dialer and whether or not to leave a voicemail if the contact is not reached.
(N)CSR: Please open the following link and review the reach on call instructions:(L)(L)(StartLink) [INSERT_LINK_HERE](EndLink)(L)(L)(G)**(Link Working Instructions)**(E)(L)(G)To Dial the On Call person: (L)(G)1.(E) Please click on the link above to begin Reach On Call.(L)(G)2.(E) Left click on the phone number.(L)(G)3.(E) Go to your Dialer, Right click to paste the number in, and click Dial.(L)(G)4.(E) Once you have finished the call, go back to the link and choose the result and click on Click to Create Comment(L)(G)5.(E) Copy the Comments from the box.(L)(G)6.(E) Paste the comments in to script.(L)(G)7.(E) Select Working or Complete.(L)(G)8.(E) Save the Call.(L)(G)9.(E) Set the queue if instructed to do so.(E)(L)(L)(N)CSR: If you get an error when clicking the link please use the following instructions:(E)(L)(R)**(Link Not Working Instructions)**(L)1-ER. [INSERT_PRIMARY_CONTACT_HERE] (INSERT_CONTACT_NUMBER),
Instructions on Web Pop steps that take our agents to external websites will vary based on what the operators are doing on the site. However, with any Web Pop steps, there is always a default path built in the event the website cannot be accessed. This is called a Website Down path. This note is placed in the Website Down path so that you can keep track of any issues your website may be having.
(R)(CSR: Please document any error message you received below.)(E)
If you are using Google Calendar, script notes in the Web Pop step will offer instructions on how to set, cancel, or reschedule your appointments. You'll note that the operators say the first sentence, "May I put you on a brief hold while I access our calendar?" A couple of hard returns follow, and each instruction step for your calendar begins with a Red number, then Navy and Green text. You'll also see (Q) here and there, which when placed on either side of text, will make it appear in quotes.
May I put you on a brief hold while I access our calendar?(L)(L)(R)1.(E)(N) Offer available appointments shown in (G)GREEN(E), then click on the preferred time.(L)(L)(R)2.(E)(N) Once the (G)(Q)Appointment details(Q)(E) pop-up opens, fill in fields with caller`s information:(L)(L)(N) - Appointment Name:(E) (G)[FirstName] [LastName](E)(L)(L)(N) - Where:(E) (G)(Office Location / Address / Phone Appointment, etc.)(E)(L)(L)(N) - Description:(E) (R)(Enter All Fields requested by client, separated by a comma)(E)(L)(G)[FirstName] [LastName], [PhoneNumber], [Regarding], etc.(E)(L)(L)(R)3.(E)(N) Click (G)(Q)Add appointment(Q)(E) on right side.
Manual Reach On-Call
If your reach on-call schedule will never change, it's not necessary to create a schedule in the SAS App. In this case, instructions would be entered manually and would be embedded in your script. You'll notice that the details below tell the operators to Reach 4 people, and only leave a voicemail message if they have dialed all 4 people and did not connect to anyone. The q number tells the operators how many minutes to wait between phone calls.
(R)(CSR: Please follow the instructions below, if a number is not working or no longer in service, please try the next number. After the reach, please enter an AMC issue.)(E)(L)(L)Reach (1): John Smith,(2155551210),Voicemail,No Message, 5q. (L)Reach (2): April Jones,(2155551312),Voicemail,No Message, 5q. (L)Reach (3): Maggie Wheeler,(2155554332),Voicemail,Leave Message, 5q. (L)Reach (4): Ed Miles,(2155551478),Voicemail,Leave Message, 5q. (L)Complete the Call.
You may have noticed that the Regarding field always contains one specific instruction. The operators are to "PAUSE" and wait to give the caller enough time to explain what message they want to pass along, or what their call is regarding.
Thank you, [FirstName]. Could you please describe the issue you are experiencing?(L)(R)(CSR: Please (Q)PAUSE(Q) and wait for a response before continuing.)(E)(L)Thank you, I just need a moment to enter your information.