Case: bitrix24 call center script

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Our client had a constant problem - agents from his call-center constantly made mistakes and did not follow the instructions he gave them.

He asked us to design a system that would follow certain instructions based on the client's responses.

Thanks to what, now, agents from the call-center physically cannot make a mistake next time.

Hope this solution helps your business.

Contacts us, if you have something special to be done in your Bitrix24. We are happy to help you!

0:00:00
Hello! My name is Emin Mamedov, I'm representing company IT-Sputnik.

0:00:04
and in this video, I will show you how we realized sales script for outsourced call center.

0:00:09
The main idea of that development was that the outsourced call center did not follow instruction, which our client provided them,

0:00:23
and sometimes they've done mistakes.

0:00:26
But, we develop a system that outsourced call center shouldn't follow any special instruction.

0:00:34
Because the system will tell them themselves what we should do next, and actually they shouldn't think,

0:00:40
because the system will tell them what kind of data they should collect, what kind of comments they should put,

0:00:47
and actually the outsourced call centers needs to just talk to clients.

0:00:56
Probably in the future, we'll connect something which will talk to potential clients instead of them.

0:01:13
For example, he calls an agent with incoming call, he shall ask that questions.

0:01:19
So, if for example, the client will tell "Yes" he will pull one procedure.

0:01:26
If her client will reply as "No", he
will get another procedure. So, I'll show you only a procedure when he say no.

0:01:36
So then, the call center agent need to ask for email address.

0:01:41
So, client give email address,

0:01:50
and for example, he give an email address which is not exist in database of Bitrix.

0:01:56
So, he click "Later" which is next,

0:02:01
and system will tell that the email address does not exist in the system. So, create a new contact and deal.

0:02:12
and you need to ask your client where he's from, Berlin, or Bonn, Essen wherever.

0:02:19
Click "Berlin" for example.

0:02:24
You need to fill the phone.

0:02:28
Then, for example he will give it an email, which is existing in Bitrix Database.

0:02:41
So, you go to contact with that email but you have no open deal,

0:02:46
System will tell you that
contact is existing but you need to create a deal.

0:02:52
So, create a deal, and so we fill that information, putting anything here

0:03:07
Send!

0:03:08
So, in Bitrix, you will see that deal created.

0:03:20
All information which you
left in a form is already here. Okay.

0:03:26
and for example, you move from
one stage to another stage,

0:03:31
and then, what happened if for example, you got a contact, and you go to deal already in the system.

0:03:44
The system will give information, that
that email exists inside of the Bitrix and that deal already exists for that contact.

0:03:57
So, you don't need to create anything.

0:03:58
You just need to leave a comment for that particular deal, and I will put here "New Comment".

0:04:08
So, say thank you and you can go back
but what happened inside of the deal?

0:04:16
Inside of the deal, I got new activity
that you need to check a new comment.

0:04:23
Because new comment here, came
to the system and new tasks are created for agent/internal agent,

0:04:31
Which need to check that new comment. So that system got a bigger logic,

0:04:38
In that video, I just wanted to explain to you how that different logic could be realized together with Bitrix.

0:04:48
So, if you have any questions ask your questions in comments below that video.

0:04:53
If you like that video, please
click "Like" and thank you see you next videos.