The Global Association for Contact Center Best Practices & Networking

United Kingdom - 24th July, 2009 - As any industry professional knows, scripting adds value to every campaign. And with the recent technological developments that have emerged from this UK software company, CallScripter 4.2 is designed to further assist your agents, whilst also improving their interaction with customers, and ensuring data quality is consistently high.

CallScripter 4.2 has been developed based upon real experience and real knowledge of a demanding call centre environment. By working alongside an active call centre, the developers have the capabilities to test out new advances in technology on the target audience, ensuring that the product is user-friendly and streamlined.

The latest additions to the CallScripter 4.2 program mean that it is fully-functional in numerous languages, making it accessible all over the world. The application now supports localisation in the following languages: UK English, Dutch, French, German, Turkish, Spanish, Ukrainian and Russian.

In the past CallScripter has had the facility to support any language in the agent desktop, but required advanced techniques for multilingual scripts. With the new developments finalised the system can now take translations from a nominated database, all within a single script. When dealing with customers of many nationalities the program will allow you to effortlessly run multilingual campaigns, meaning that agents can switch between languages automatically, and reporting can be done separately or across all languages used.

Time is money, and with this in mind the control set of CallScripter has been revised for the new version. The existing control set was comprehensive, but often took time to navigate the large number of controls. The greatly enhanced layout, appearance and functionality will dramatically change the way users can build scripts, and make the agent experience that much better and effective.

To make the transition as smooth as possible the old control set will still be available within the new system, however it is expected that the new controls will be found to be much friendlier and the old controls will fall into disuse.

‘Compound Controls’ is a new term to be introduced into the CallScripter dictionary with the 4.2 program. This allows groups of controls to be joined together into a single ‘compound control’ and added via a single click, for example address and contact fields, making the controls more uniform, more predictable and more reliable.

Other new features that contribute to the advanced development of the CallScripter 4.2 include plugin controls, revised validations, new system variables to save script building time and provide consistency of variable naming across scripts, and a message queue that allows post call events to be automatically queued by the system. One client is already putting this to good use to send reminder text messages to customers, 24 hours before they visit one of their attractions.

Kevin Ellis, CallScripter’s Sales Director, commented "Our team have worked incredibly hard to develop the latest version of CallScripter, and we feel that it really reflects today’s marketplace. The emphasis has been focused on making the product more effective, regarding both cost and time – primary concerns in a recession-hit economy. Simplifying previously multifaceted processes will enable more people to successfully use the software, and language barriers will cease to exist with the introduction of our new language systems."

About CallScripter:
CallScripter is part of IPPlus PLC, the AIM listed business services group, whose interests include software and outsourced contact centres. Headquarters are in the UK with global partners in the USA, Australia, France, Germany and the Netherlands. CallScriper provides solutions to a client base across a wide range of industries including Outsourcers, Financial Services, Helpdesk, Telemarketing, Internet Providers, Accident Management and Charities.