Scripts

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When running a campaign in NextGenSwitch, one of the most critical elements for success is the script. A well-crafted script serves as a roadmap for your live agents, ensuring consistent communication, professional delivery and effective engagement with customers. Whether you’re promoting a product, collecting feedback, or qualifying leads, a powerful script can make all the difference.

What Are Campaign Scripts?

Campaign scripts are predefined text guides that agents follow when communicating with customers during a campaign. These scripts outline everything from greetings to key talking points, ensuring that each interaction aligns with the campaign’s objectives.

Why Scripts Matter in Campaigns

• Consistency Across Interactions: Scripts ensure that all agents communicate the same message, maintaining consistency across calls.
• Improved Agent Confidence: New or less experienced agents benefit from having a clear structure to follow, reducing uncertainty and boosting confidence.
• Customer Engagement: A well-structured script creates a professional impression, keeping the customer engaged and on-topic.
• Efficiency in Conversations: Scripts streamline the conversation, reducing call times while still gathering all necessary information.

How to Create Scripts in NextGenSwitch

Navigate to the Scripts section and Click on Create New Script to open the script creation interface. Let’s Break Down the Fields:

Name: Enter a unique and descriptive name for the script. This makes it easy to locate and manage the script later.

Content: Write the actual script content:

• A friendly greeting (e.g., Hi %first_name%)
• Key details about the campaign (e.g., special offers, deadlines).
• Questions to gather customer information.

Instructions for Using Dynamic Keywords

To dynamically insert customer data into your script, use the following predefined keywords in your script content. During the campaign, these keywords will automatically be replaced with the corresponding customer information.

Keyword	Description
%first_name%	Automatically inserts the customer’s first name.
%last_name%	Automatically inserts the customer’s last name.
%email%	Automatically inserts the customer’s email.
%phone%	Automatically inserts the customer’s phone.
%address%	Automatically inserts the customer’s address.
%city%	Automatically inserts the customer’s city.
%state%	Automatically inserts the customer’s state.
%post_code%	Automatically inserts the customer’s postal code.
%country%	Automatically inserts the customer’s country.