Call Scripts

Call Scripts

Provisioning

The Role “Call Scripts” will need to be enabled in the account. This Role will have any users that will need to utilize the Call Script functionality. This Role has no control over which leads that a user can see, it only enabled the button to access the Call Scripts.



Creating a Call Script

There is a new option to provision the Call Script under Sales Pipeline Settings
 
Settings > Sales Pipeline Settings > Call Scripts

Click the + symbol to add a new script, or click into an existing one to edit the script. From within this screen, once the form is saved you are able to control which yards and Makes this can be applicable to, this will default to All Yards and All Makes.

Give the Script a Name, this will be the Title of the script in the selection menus for Calls and Reporting.



To add questions, click the Green Add option

 

  1. Name = Short Name to identify the question. This will be the header column in reporting
  2. Script = the Question or text that will need to be asked or communicated
  3. Active = The question is shown on the Call Script (If this is not selected then it will not show on the Call Script or in the reporting)
  4. Mandatory = Having this selected on a question will not allow the form to be saved unless there is an answer 
  5. Answer Type = The Type of answer that is expected for the question. 

Save the form to complete the process

Accessing the Call Scripts

Call Scripts can be accessed from two places within a lead. The first option is from the Click to Call phone Icon at the top of the Lead Detail page and the second is from the Communications Tab. This is also where all Call Scripts will be held on a lead. More than one of the same type of Call Script can be saved against a single lead.




Once a User has selected the Call Script options they will be presented with a pop up window and the ability to select from any current Call Scripts available to them. This will be determined by the leads yard and Make on the listing. Once a call script is selected, the questions will appear below, and a call button will become available.

There is also four options to choose from for the Call Script Status
  1. Answered
  2. Do Not Contact
  3. Deferred
  4. Unable to Make Contact

A user will then be able to work through the questions on the Call Script filling in answers, when finished the form must be saved. If the Call Script is changed and there is data already populated, a pop up warning will ask if the user wishes to continue. A Call Script may be edited at any time after it is saved.



Reporting

A user is able to retrieve a list of the answers from a single Call Script via the dashboard reporting options. This will return any call script that has been updated within the specified time frame on the selected form. The data returned will be a summary of the Leads details that the Call Script is loaded against, and also answers to any of the questions that are currently marked as Active.



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