Do your call center agents ever get stuck on a call?
Getting stuck isn’t something that happens to just new hires. It also happens to tenured agents. They don’t know what they need to say or do to perform procedures.
The danger is, when agents get stuck, that’s where they tend to make mistakes. Which is no fault of their own if they don’t have the resources to help them get procedures correct.
Working for ScreenSteps — a knowledge ops solution that helps call centers guide their agents through a call — I’ve seen the benefits of providing your agents with clear call flows and scripts.
Call center scripting software is one software solution that helps agents know what to say and do on a call.
Below, I explain more about what call center scripting software is as well as provide information about a few of the best call center script software available. That way, you can find the software that will best aid your call center agents.
What is call center script software?
Call center script software (or “call center scripting software”) helps call centers support their agents on calls by providing guided prompts.
With call center script software, you can write call flows and call center scripts that help your agents handle calls by helping them know what to say and do. These guides can either be step-by-step instructions or they can simply prompt agents on what to do.
Beyond scrolling through a PDF script or a call center script written in a Word document, call center scripting software has an interactive element. This is either by having agents click a button after each step of a procedure or by asking questions with multiple-choice answers.
Top 5 call center scripting software
When it comes to call center scripting software, there are many options available. Some call center script software are standalone applications focused on writing and sharing scripts. Other software, include different functions to support call centers and your agents.
Here are five companies that focus on scripting technology as part of their call center software service.
1. Convoso
Site: Convoso | G2 Customer Review: 4.4/5
Image via convoso.com
Convoso is a all-in-one call center solution. The outbound call center tool has a suite of features that help personalize the call experience. The dynamic scripts learn off the date in your CRM and other third-party sources.
Cost
You have to speak to sales at Convoso for pricing. Convoso does offer a free trial.
Notable features:
- Dynamic guided scripts
- Skills based routing
- Workflow automation
- Voso.ai
2. Zingtree
Site: Zingtree | G2 Customer Review: 4.5/5
Image via zingtree.com
Zingtree is a CX workflow platform for B2C experiences that provides multiple options for authoring your call scripts and decision trees. By integrating with your CRM, Zingtree allows you to serve agent scripts next to the forms you are filling out in your CRM.
Cost
You have to contact sales for pricing. Zingtree is only available as an annual subscription. The company does offer a free trial to test the software.
Notable features:
- Author Assist AI
- Unlimited decision trees
- CRM native integrations
3. Balto
Site: balto.ai | G2 Customer Review: 4.8/5
Image via Balto YouTube
Balto is a call center scripting software that focuses on coaching agents in real time. The call center software listens into calls and provides guidance by recommending responses to agents.
Cost
The cost is determined by the number of seats you need and the length of your contract. You have to book a meeting with a Balto rep for pricing.
Notable features:
- Balto AI – Listens to calls and recommends responses
- Checklists
- Challenges and badges
- Call scoring
4. JustCall
Site: justcall.io | G2 Customer Review: 4.2/5
Image via justcall.io
JustCall is a customer communication platform for call centers. That involves call scripting software as well as CRM features to help you connect with customers and automate your workflows.
Cost
The lowest plan that includes the call center scripting features is the Pro Plus plan, which costs $89 per user per month on an annual subscription. JustCall offers a 14-day free trial.
Notable features:
- AI-Powered Agent Assist
- SMS workflows
- Call transcription
5. Five9
Site: five9.com | G2 Customer Review: 3.9/5
Screenshot via Five9 YouTube
Five9 is a cloud contact center software. The software services different areas of a contact center. It helps improve efficiencies to empower agents using AI. The call scripting primarily comes into play with the AI Agent Assist.
Cost
The digital-only and voice-only plans start at $149 per month. For both voice and digital assistance, the plans start at $169 per month.
Notable features:
- AI Agent Assist
- Workflow automation
- Reporting and analytics
Bonus: ScreenSteps
Site: screensteps.com | G2 Customer Review: 4.7/5
While ScreenSteps isn't specifically a call scripting software, it has all the tools to write scripts. In fact, it is more focused on writing call flows and standard operating procedures (SOPs) more so than most of the other options on this script.
The knowledge ops solution also gives you the ability to create other digital guides (i.e. checklists, how-to guides, policies, etc.).
Help agents know what to say and do on every call
While it’s difficult for call center agents to learn and remember the many different policies and procedures for your business, they can better handle calls with supporting software. Call center scripting software is one solution.
Another solution for helping your call center agents know what to say and do is knowledge base software or a knowledge ops platform with interactive articles.
ScreenSteps’ knowledge base has workflow articles for creating call flows and scripts. Call center agents can pull up the guides in as few as two clicks without needing to put a caller on hold. This reduces agent mistakes and improves your call center hold time and handle times.
Want to see how ScreenSteps supports call centers? Explore the ScreenSteps features with these pre-recorded demos.
