Key Takeaways
CallHub shipped three Call Center updates this month focused on interactive scripts, faster onboarding, and better discoverability of existing features.
Interactive Scripts for Live Calls
- Agents previously had to scroll to the bottom of the page to mark survey answers and then navigate back to their position on the script, disrupting the flow of conversation.
- Interactive scripts let agents capture data such as supporter levels, ballot confirmations, or follow-up flags directly on the script itself without losing the thread of the conversation.
- Managers can create these interactive scripts for their calling campaigns.
Faster Onboarding for New Users
- New users creating a call center campaign can now test it out with a single click.
- That single click logs the user in as an agent and immediately allows them to start making calls to contacts, letting them evaluate product fit before committing.
Improved Discoverability of Retry Calls
- CallHub has always supported automatically retrying unanswered calls, but the feature was buried in the product and mostly invisible except to power users.
- The Retry option is now easier to find, and adding calls into the retry queue has been simplified.
- Following up on missed calls, whether due to the contact being busy, missing the call, or an answering machine picking up, can significantly increase the chances of a completed conversation.
Adding power authentic conversations to phone conversations
We believe in the power of personal conversations to move people to action here at CallHub. And a convincing script sets the stage for such conversations. During a calling campaign, a volunteer or agent would get on a call, use the script to talk, and mark contact information on survey forms. Agents would achieve this by scrolling to the bottom of the page after each question, marking the answer and then finding their way back to the right position on the script to continue talking. Needless to say, this back and forth was frustrating and affected the natural flow of the conversation. Collecting data should not come at the cost of meaningful dialogue. And that’s why we built interactive scripts. With interactive scripts, agents collect information directly on the script. Whether you’re identifying supporter levels, making sure a voter received their ballot or marking prospects for a follow-up, you can capture all of that and more without losing the thread of the conversation.
Mangers can create interactive scripts
Letting new users realize value in a single step
What do you do before spending on a new car? Take it for a test run, of course. And the same goes for software. The faster you can sign up and realize value from a product, the more confident you are about moving forward with your decision. New users creating a call center campaign can now test out their campaign with a single click. A single click logs you in as an agent and lets you start making calls to contacts.
