It is challenging working as a call center agent. Customers calling your company expect call center agents to be experts at every aspect of your business when they call. And that’s a lot of pressure on one person.
So, you are considering purchasing software for your call center that will help take that pressure off of your agents and help them provide others with correct information. Two software applications you are looking at include call center scripting software and knowledge base software.
Working for ScreenSteps — a knowledge base software company supporting call centers — I’ve seen how having the right resources accessible to your agents can have a huge impact on your agents’ performance and your call center metrics.
But, which one is right for your company? Don’t worry, I’ve got you covered.
Below, I provide an honest comparison of call center scripting software and knowledge base software. I give an overview of what each software is, how it’s used, and what it could cost you. At the end, I provide you with some key indicators to help you decide which you need for your call center.
Call center scripting software
What is call center scripting software?
Call center scripting software is a cloud-based program that allows you to create how-to guides to help your call center agent handle calls. With step-by-step instructions, customer service agents can troubleshoot customer problems and help callers resolve their issues.
Call center scripting software serves as both an authoring system and a sharing system. Your content authors write call flows and scripts. Those guides are stored in your call center scripting software cloud. Then agents access them in the system.
The key to call center scripting software is that it is interactive. By clicking through steps, agents follow scripts to know exactly what to say and do while they are on a call.
Your call center script software is rarely an independent service. Often, call center scripting software is packaged with other software, including CRMs or call center software. However, not all CRMs, call center software, or other services include scripting. You’ll need to check specifically for that service as you search these other SaaS options.
Features and tools
Like most software services (SaaS) today, call center scripting software is a cloud-based software. This means the software works more like a website. It allows agents to access your call center call flows and scripts whether they are in the office or working remotely.
Some common features and tools with call center scripting software include:
- Authoring tools
- Decision trees
- Script templates
- Ability to use parts of scripts in multiple locations (like an intake script)
- Collaboration and feedback
- Usage analytics
- Integrations with other call center software applications (like a CRM)
Cost
Call center script software costs anywhere from $15/user per month to $99/user per month.
The price of your call center script software is dependent on a few factors. Each company determines how they charge companies for the software service. Some factors affecting the price include:
- Number of users (or agents)
- Subscription level
- Which features are included
There are some free call center scripting software services. Typically, those are for limited users and limited features. Luckily, many companies provide a free trial.
Call center script software costs anywhere from $15/user per month to $99/user per month.
Knowledge base
What is knowledge base software?
Knowledge base software helps you create, store, and share information with your company. The cloud-based software is a one-stop shop for organizing your reference materials.
These resources could be policies, procedures, call center scripts, call flows, how-to articles, checklists, or various other informational guides.
Agents can pull up the documents while they are on calls by searching your knowledge base like they would perform a search on Google.
Some knowledge base software companies have interactive elements (i.e. buttons, foldable sections, etc.) or Chrome extensions to provide step-by-step support for your agents.
Internal vs external knowledge base
There are multiple different types of knowledge bases. Overall, those are determined by who can access the information contained in the knowledge base. Two of the main types of knowledge bases are internal and external.
Internal knowledge base
An internal knowledge base is a private knowledge base for your employees. Only members of your organization who are granted permission can access the information in your knowledge base. Accessing the resources requires a login and password.
External knowledge base
An external knowledge base is a customer-facing (or public) knowledge base. This means customers can self-service their questions by searching your knowledge base.
These are often ungated, but you can have customer-facing knowledge bases that require your customers to log in to access your knowledge base.
Features and tools
Knowledge base software is a cloud-based application, which means employees can access it whether they work in or out of the office.
Some knowledge base software companies have interactive elements, like workflow articles. Similar to call center script software, these interactive procedures pull up information according to what the agents click on.
Common knowledge base features and tools include:
- Content authoring tools
- Article templates
- Permissions management
- Integrations
- Software security
- User comments and feedback
- Reports and analytics
Cost
The cost of knowledge base software covers a wide range. Every company has its own way of charging for its software service.
There are a several factors that affect how much knowledge base software costs. Some of the top factors driving the price of knowledge base software include:
- Number of users
- Number of content authors
- Which features are included
- Number of articles
Knowledge base software can cost anywhere from $5/user per month up to more than $400/user per month. There are free knowledge base software options available; however, those services usually have limited capabilities.
Most companies have discounts for annual subscriptions.
Which does my call center need?
Both call center scripting software and knowledge base software provide agents access to support materials. They both have ways of documenting procedures so that your agents have step-by-step instructions on what they need to do.
So, which software is right for your call center? Ultimately, it depends on your goal and your purpose for getting software. Here are some reasons and situations where you should choose each of those programs.
Call center scripting software
Call center scripting software is meant for your customer service and sales teams at your call center. You can use it for both inbound and outbound calls.
If you need your agents to say specific words and phrases for compliance, call center scripting software is a good option.
If you want to provide an interactive way that walks a customer through a call, you’ll probably want call center scripting software.
Knowledge base
A knowledge base is best if you have a variety of resources that you want in one location. When it doesn’t make sense to have a call flow or script every time your agent answers a question, a knowledge base provides agents access to the information they need.
Those resources could be policies, procedures, call scripts, call flows, tables, infographics, etc. It can be difficult to fit everything your call center agents need to know into scripts. A knowledge base helps balance that.
If you want to provide a self-service option for your customers, you’ll want an external knowledge base. Many knowledge base companies allow you to share information between your internal and external knowledge base sites to make this easier.
When it makes sense to use both
With both software applications having integration options, it is possible to use both software systems.
Consider getting both a call center script software and a knowledge base if you have a knowledge base that already houses all your company’s resources, but it doesn’t have an interactive element.
Alternatively, you may consider looking at knowledge bases that have workflow articles. Those provide interactive elements where agents can click a button to move to the next step of a call flow or script.
Help agents avoid mistakes with call flows and call center scripts
It is essential to provide your call center agents with the resources they need in order to help customers on a call. Having the right software to support agents as they handle those calls is important.
ScreenSteps knowledge base software provides call centers the one-stop shop for hosting all their resources as well as workflow articles for step-by-step, interactive call flows and scripts. Agents can pull up these prompts in as few as two clicks without putting customers on hold.
Plus, the Chrome extension allows agents to use these guides without leaving the screen they are on.
Want to see how ScreenSteps knowledge base software supports call center agents? Watch these pre-recorded demos to see how ScreenSteps functions and image what it could do for your call center.
