Call Scripting

Increase Call Centre Agent Productivity

Streamline your call centre processes with Salesforce’s call scripting capabilities-right on the agent desktop. Increase agent productivity with call centre scripts that guide your telesales, telemarketing, and service and support teams through lead qualification, up-sell and cross-sell opportunities, case resolution, and issue troubleshooting or escalation.

Branching Scripts

Branching call scripts help you target the right questions to the right customers and prospects, with each answer steering the agent toward the next appropriate question.

Q&A Coaching

Give your call centre agents tips on how to ask and answer questions when interacting with customers-and improve customer service ratings while taking advantage of up-sell and cross-sell opportunities.


Answer Scoring

Improve lead quality with a scoring engine that lets your agents know when they’ve unearthed a qualified lead.

Recorded Scripts

Simplify data entry by leveraging recorded scripts to guide your teams through data entry tasks and surveys, or simply record key answers and use them to update fields on parent records.

Get More Customer Service Support Tools

Realise more productive agents and more satisfied customers with all the features Salesforce Customer Service & Support has to offer your call centre, including agent consoles, email management, and computer telephony integration (CTI).

 

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