Create Simple Interactive Call Center Agent Scripts With DeciZone

Image of a call center agent smiling and talking on a call with the customer.

Customer Experience

TTR (Time To Resolution) ≪ 30 seconds

Customer Satisfaction

FCR (First Call Resolution) Rate ~ 98%

Cost

Case Escalation Rate ≪ 4%

Efficiency

After Call Notes ~ 99% Automated



DeciZone decision trees, also generally known as navigable flowcharts makes it EASY for call center agents to solve problems faster and get more done with less stress.

Decision Trees & Flowcharts As Knowledgebase

Traditionally companies have relied on knowledgebase assets written as FAQs or Articles but reading lengthy paragraph text increases the time your Agent spends on the call and hurts your TTR.

When your Agent is looking for a solution the best approach is to make the solution REVEAL itself. That is exactly what happens when your Agent is walking through your knowledgebase decision tree or flowchart in DeciZone platform. By simply clicking on few simple choice buttons, they can eliminate 98% of the reading they have to do! In just a few seconds your Agent can get to your customized recommendations - PROBLEM SOLVED IN FEW SECONDS!

Intuitive Interface

DeciZone decision trees are presented in a unique 3-layer interface. This makes it easy for the Agent to navigate the decision tree in forward or backward direction while talking to the customer on the phone. This simple 3-layer interface saves them from having to read through endless paragraphs in articles or decipher diagrams.

With DeciZone, your Agent is not scrambling for information and can completely focus on the most important part of your business - your customer.

Image of a person Troubleshooting an equipment.

Automated Notes by Activity Records

If you choose to, you can have a complete decision tree activity transcript (of all the steps your Agent went through in your decision tree) be sent in an email or to be automatically saved in your favorite ticket / case management platform. These detailed transcripts can easily replace the note taking by the Agent. For additional notes, you can include special Input Boxes in your decision tree for the Agent to add any other comments.

Feedback & Continuous Improvement

With DeciZone you know how often your Agents reach a certain branch of your decision tree. By analysing the frequency of visits, time of day, distribution of issues, you can get valuable insights about your Field Operations. These insights can help you not only justify budget allocations but also directly improve your product reliability.

DeciZone decision trees come with handy feedback features built-in for continuous improvement of your knowledgebase decision trees. Send feedback about any step in your decision tree to the author of that decision tree along with your comments so the author can fix it right away and solve that issue going forward.

Effortless Efficiency

DeciZone's advanced content management features allows your Agents to use one version of your decision tree while you are modifying another version of that same decision tree behind the scenes. Any changes to your DeciZone decision tree is effortlessly propagated to everyone when you wish by seamlessly swapping the decision tree versions.

You are also able to attach images, videos and links to each step in your DeciZone decision tree to give additional context to the Agent. In just a few clicks and in a few seconds the Agent can reach a customized recommendation for solving the problem.

When an Agent finishes navigating your decision tree, DeciZone can automatically update the status of your Case / Ticket as Pending, Working or Completed.

Enough Talking, Check This Out!


Lets see what a Published DeciZone decision tree might look like when its shared as a clickable button/link ...

CC-Agent-Script


You may also consider embedding a published DeciZone decision tree in your website as a White-Labeled fully interactive decision tree panel.

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