Introduction
You must plan every step of your script. You must determine the number of pages required to create your output. When planning your script, consider the following:
- Plan and determine the need to have a script. For example, a survey form collecting information about the product.
- Gather the information required to create the pages.
- Design each page layout.
- Add the required pages
- Plan on the elements/controls that you want to add to the pages. For example, labels, text boxes, radio buttons, and others.
- Add the data types and map them to the variables.
- Identify the events that need to be triggered for the controls.
- Identify the data mappings, which are required for the script to function.
Process Flow of a Script
You should map out the process flow for a script. The following sample process flow is created for you to understand the script flow and its functionality.
Images for the Process Flow Script
This section contains images that correspond to the blocks in the above process flow.
1 Starting page
On the starting page, the agent confirms the customer's information and proceeds with the call by discussing the current channel subscription details. The agent introduces the new offers available and seeks permission to proceed with the call.
A (1) Get Call Recording Permission
If the option is Yes, agents requests call recording.
B (1) Close Call
The agent closes the Call.
2 Verify Call
The agent again confirms the customer information, after the verification moves to the next window.
A (2) Confirm
The customer confirms the Name and Address, and after the agent clicks the Yes buttons, the screen moves to the customer's current subscription details screen.
3 Verify Subscription
A screen displaying the customer information and subscription details appears. The agent promotes the new offer that is currently active and requests to proceed with the details.
A (3) Propose Available Offers
When the agents click Yes, the available offer details screen appears.
B (3) Closes Call
See the images in 1A.
4 Select Offer
The customer selects an offer and the agent clicks on the required package.
5 Verify Address Page
The agent verifies the address information of the customer and clicks Verify.
A (5) Schedules Appointment
If the address is verified in the database, the agent schedules an appointment.
B (5) Update Address
If the update is changed or incorrect, the agent updates the correct or updated address to the database.
6 Process Payment
The agent process the payment details.
7 Close Call (final)
Thanks customer and closes the call.