This time we will discuss a type of script for corporate contact centers – a script for incoming calls (hotline). Usually, the preparation of such scripts takes more time, since the incoming line is called, basically, by a “warm”, competent client and he requires information on many issues, and these are often dozens of cases. If you have a knowledge base for most cases, then it can (should!) be integrated with the script. Our support will offer a solution.
If this is your first time on our website, watch a series of short videos about Oki-Toki scripts here.
Areas of use
Corporate contact center, virtual secretary, dispatch service, food delivery, logistics companies and all those to whom the client knocks on his own initiative – everywhere the script for incoming must have.
Script example
Usually, the incoming call processing script can be conditionally divided into 4 stages:
- Greeting and identifying the reason for the appeal;
- Clarification of the request and collection of the necessary data;
- Preliminary response and request for additional information;
- Summing up and suggesting a solution.
An example template for importing from Google docs is available at this link. create a script in Google docs or MsWord and import the questionnaire into Oki-Toki.
Useful features of CRM Oki-Toki for the incoming line
| ♦ API for data transfer to an external system (eg 1C, Bitrix24, AmoCRM or company’s own CRM); ♦ Dialer (schedule a call for another time); ♦ Embedded external links (project information resources); ♦ History of requests (we store the entire history of interaction with the contact and his business processes); ♦ Stickiness (Conditional binding of the responsible person to the client); ♦ Omnichannel (messenger chats); ♦ The uniqueness of the CRM database (A simple but effective duplicate control system will allow you to update and update the database by API and mass operation); ♦ Call Management (Hold, Conference, Forward). |
Here you can register and explore ready-made script templates.
