Day 4 : Scripts & Filters: Overview, Creation, and Configuration

Day 4 : Scripts & Filters: Overview, Creation, and Configuration

Lesson Overview

This lesson covers the role of scripts and filters in CRM & dialer systems. Scripts provide structured communication for agents and enable personalization using dynamic parameters. Filters help in contact segmentation, ensuring campaigns target the right audience. Together, they improve efficiency, compliance, and customer experience.

Learners will explore:

· Script Menu and its functionalities.

· Creating scripts with dynamic parameters for personalization.

· Configuring filters for accurate contact targeting.

· Applying campaign personalization and contact filtering skills.

1. Script Menu Overview

Purpose: The Script Menu allows admins to create, manage, and assign scripts that agents use during customer interactions.

Details:

· Definition: Scripts are predefined text templates used to guide agents while interacting with customers.

· Why Important: Ensures consistency, compliance, and professionalism in communication.

· Where Used: Sales pitches, support FAQs, policy explanations, verification calls, etc.

· Menu Options Typically Include:

o Add New Script

o Edit/Update Script

o Assign Script to Campaigns

o Delete/Deactivate Script

Example Use Case: A sales agent handling multiple clients can use a predefined product pitch script that auto-fills customer details like name, location, or product interest.

2. Creating Scripts with Dynamic Parameters

Purpose: To personalize customer interactions by automatically inserting customer-specific information into the script.

Details:

· Dynamic Parameters are placeholders (like {FirstName}, {City}, {AccountID}) that pull data from CRM or list records.

· Process:

1. Open the Script Menu → Create New Script.

2. Insert placeholders where personalization is needed.

3. Map parameters with CRM/List fields (e.g., {Phone}, {PolicyExpiryDate}).

4. Save and assign to campaigns.

Benefits:

· Personal touch increases customer engagement.

· Saves agent time in looking up details.

· Minimizes manual errors.

Example Script: "Hello {FirstName}, this is {AgentName} from ABC Company. I’m calling regarding your policy ending on {PolicyExpiryDate}. Would you like to renew today?"

3. Filter Menu Configuration & Examples

Purpose: Filters are used to segment or narrow down data sets based on specific rules, ensuring campaigns reach the correct audience.

Details:

· Filter Menu Functions:

o Create filters based on lead attributes (location, age, interest, last call status, etc.).

o Apply filters to campaigns to only dial relevant contacts.

o Manage multiple filters for complex targeting.

· Steps to Configure Filters:

1. Navigate to Filter Menu.

2. Add New Filter.

3. Define conditions (e.g., City = MumbaiAND Status = Not Called).

4. Save filter and link it with campaign.

Examples of Filters:

· Leads in Delhi with status = "Call Back".

· Contacts with No Answer status in the last 7 days.

· Customers with Outstanding Balance > ₹5000.

Advantages:

· Increases campaign accuracy.

· Reduces wasted dials.

· Helps agents focus on priority leads.

4. Campaign Personalization & Contact Filtering Skills

Purpose: Combining scripts with filters helps run highly personalized, targeted campaigns.

Details:

· Campaign Personalization:

o Using dynamic scripts tailored to customer details.

o Ensures each interaction feels relevant and engaging.

· Contact Filtering Skills:

o Ability to segment data using multiple filter conditions.

o Helps identify high-value leads, hot prospects, or specific customer segments.

Example Scenario:

· A campaign targeting renewal customers in Pune.

· Script auto-inserts policy details for each customer.

· Filter ensures only "Pune customers with policies expiring this month" are dialed.

Outcome:

· More relevant calls.

· Higher conversion rate.

· Better customer satisfaction.

Concept Link of Scripts & Filters: Overview, Creation, and Configuration :

-> Scripts & Filters: Overview, Creation, and Configuration