Financial Services
CallScripter offers an exciting range of solutions for Financial Services organisations looking to increase their agent productivity, whilst at the same time streamlining their customer contact operations.
Examples of some of the tailored solutions CallScripter has provided include processing of Credit Card Applications, Mortgage & Loan Enquiries, as well as Outbound solutions for Debt Recovery and Independent Financial Advisors.
Inbound:
CallScripter effortlessly guides agents through the process of inbound customer communication. Whilst scripting can be seen by sceptics as a negative, used correctly it ensures your agents deliver a consistent, professional message. It also guarantees that data capture is accurate, complete and processed in the correct format, thereby ensuring quality of data which is essential when completing financial application forms. With the rapidly changing legislative requirements within the financial services sector, CallScripter recognises that compliance and data security is always first and foremost and supplies simple yet powerful tools that allow users to apply validation and encryption to any piece of data captured.
Outbound:
With CallScripter's guided workflow, your agents retain the flexibility to use their own unique style to identify opportunities and qualify prospects. CallScripter assists by supplying the necessary information, prompting for required data capture and providing Q&A's to answer customer queries. The means your sales team can concentrate on what you pay them for – generating valuable business.
One example is a national bank utilising a solution from CallScripter to manage their outbound call lists. CallScripter manages the lists for their central contact centre and branch IFA's to call, with the aim of generating appointments and interest in their services. Call list generation is automated from a central CRM database, and business users make use of intuitive campaign management within CallScripter to generate and manage campaigns, without involvement from IT.
Integration:
CallScripter's advanced functionality facilitates easy integration to existing applications and processes. A recent example was a mortgage company who wanted to integrate their contact centre operation with the complex back end solution for matching applications to best matched products. CallScripter enables the contact centre agents to collect the callers' details via an easy to use interface, and then pass this information into a web service that returns the 5 most suitable mortgage products to offer the caller. This information is presented on screen to the agent, enabling them to effectively guide the caller through the buying process.
With its extensive reporting capabilities, CallScripter can additionally provide automation of your fulfilment process, integrating directly with your chosen Fulfilment House or generating application forms and confirmation letters directly from our own reporting engine. This, in turn, streamlines the process and increases customer satisfaction.
In summary, CallScripter can provide the following benefits:
- Increased Compliance and Data Security
- Increased Agent Productivity
- Automation of the Fulfilment Process
- Realtime MI
- Reduction in Agent Training
- Non-Technical Campaign Management, including Predictive Dialling