Using Scripts In Your Contact Center - Nortel Meridian Meridian 1 Scripting Manual

October 2007

Using scripts in your contact center

To use scripts effectively, you must understand the objectives of the contact
center. Generally, a contact center has three major objectives:
maximize contact center efficiency
maximize user satisfaction
analyze your contact center performance, and decide on how to improve
service
Maximize contact center efficiency
To maximize the efficiency of your contact center, you must accomplish the
following goals:
increase productivity
improve service
decrease costs
handle unusual situations
In an efficient contact center, agents process contacts that they are qualified to
handle. You must design a script so that incoming contacts are presented to the
agents who are best prepared to deal with the requirements of the contact.
Matching contacts with a qualified agent is the basis for skill-based routing:
determine a contact's requirements and route the contact to an agent who has the
knowledge to deal with it effectively.
Contacts must reach an agent as soon as possible to:
prevent the contact from disconnecting while waiting in a queue
ensure agents spend as little time as possible waiting to answer contacts
When both conditions are met for all contact types, costs decrease and profits
increase.
Scripting Guide for Communication Server 1000/Meridian 1 PBX
Understanding and planning your scripts
27