Microtel Tratum CallScriptBuilder

Microtel Tratum CallScriptBuilder helps contact center agents to be guided through calls in a predictable manner with consistent interactions with callers.  This allows for reduced errors and complaints, increased effectiveness, greater agent job satisfaction, and uniformity of output.  Call centers that are able to program this structured call flow and control into their client’s accounts are able to achieve higher quality with less agent training. Microtel Tratum CallScriptBuilder is designed to handle both Outbound predictive dialing campaigns and Inbound customer support and sales scenarios.

Microtel Tratum CallScriptBuilder helps bring in all applications that are required to complete a call into one common agent desktop and integrates all these applications into the required workflow so that agent interactions are not only streamlined but also efficient as well. Microtel Tratum CallScriptBuilder supports a number of application integration techniques in your scripts, ranging from web services, server side scripting, ActiveX, client side scripting, multiple database support etc which will enable an administrative user with minimal programming skills to bring in all necessary applications into one unified script flow.

Microtel Tratum CallScriptBuilder comes pre-integrated with your favourite contact center platforms. Please contact us to find out if your platform is integrated to CallScriptBuilder.As a manager, most Contact Center platforms allows to look at real time/near real time or analytics reports. It gives you a good account of how the switch or queue performs. However, it does not really answer your First Call Resolution performance, your Customer Satisfaction (CSat) scores or your sales conversion ratio.

Get a grip on your business process and control these all important business parameters. Analyze your process performance. Determine the problem sections of your processes. Analyze the performance of your various agent teams. Find out the laggards. Hit them with real data and demand improvement.