Pivotal Overview - Call Scripting

Pivotal Overview - Call Scripting

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Consistency of in-bound and out-bound communications is critical to building superior customer experiences and lasting relationships. Whether your employees are fielding service requests or making telemarketing calls, you need to ensure that they are effectively representing the company brand and reacting to customer or prospect responses appropriately to create a pleasant interaction that delivers desired business results.

Pivotal Call Scripting is a full suite of easy-to-use script-authoring and execution tools that significantly expands the capabilities of your Pivotal CRM system. With Pivotal Call Scripting, you can optimize marketing, sales, and customer service interactions and profit from greater consistency, control, and efficiency in your prospect and customer interactions.

Pivotal Call Scripting is a valuable business tool that lets managers create marketing, sales, or service projects within the Pivotal CRM system and assign call lists to employees. With minimal cost and effort, Call Scripting can be incorporated into any Pivotal CRM deployment, enabling an immediate boost to productivity.

• Script-Authoring Module
• Script Launching
• Branching Logic
• Scoring Formulas
• Closed-Loop Activities and Follow-Up
• Intuitive User Interface
• Inbound and Outbound Interaction Automation
• Telemarketing Capabilities
• Reporting

Pivotal Call Scripting enables companies to ensure all telemarketers consistently deliver proven, scripted, but flexible communications that offer more predictable and successful results. Marketing managers can create call scripts in a simple, straightforward manner to serve any marketing purpose—from brief customer dialogs involving only a few questions and answers to lengthy, complex interactions that use branching logic to help telemarketers dynamically react to a prospect's responses.

Pivotal Call Scripting allows sales managers to optimize sales communication strategies by building standard steps and procedures that all sales personnel must follow. As a result, sales reps can engage in complex sales interactions with customers and prospects in a consistent and predicable manner with minimal training, maximizing the return on their efforts. Managers can capitalize on their own sales experience and the strategies of top performers by building "best practice" call scripts that all sales personnel can easily follow to improve their success rates.

Pivotal Call Scripting provides a platform for building scripts that help service agents quickly understand service issues while integrating sales processes that ensure up-sell and cross-sell strategies are consistently applied across the service organization, turning service "cost centers" into "profit centers."

Service managers can use Call Scripting to improve customer verification measures and decrease the potential for costly security breaches. For example, a firm can create a script that agents must execute before providing sensitive data to callers. The scripts may include a password check, confirmation of personal information, or a check on recent activity. These security measures can be recorded in the client file as part of each service interaction to provide a high level of confidence that service personnel are following company policy.