C-Scripter: A Dynamic Call Center Scripting Application

Year 2021, Volume: 7 Issue: 1, 1 - 5, 30.05.2021

Mesut Tartuk Taha Furkan Nurdağ Fatih Abut Fatih Akay Sevtap Erdem

Abstract

Call centers are communication channels between companies and their customers, where customers usually receive information about products, campaigns, promotions, and solutions to technical problems. In this study, a dynamic call center scripting application called C-Scripter, which connects the dialer system and the customer representative’s display, is proposed. In more detail, C-Scripter can be described as an application that reflects the calls made with the automatic outgoing call system on the customer representative’s screen and enables to manage the call according to the workflow requested by the customer. Non-native counterparts of C-Scripter only provide restricted use due to lack of code access. Furthermore, the purchase of such non-native applications results in a severe financial loss paid in foreign currency. By developing C-Scripter with an entirely domestic workforce, the source codes of the application have been made fully accessible, and a much more flexible structure in development and integration has been offered.

Keywords

Computer Telephony Integration, Dialer, Dynamic Script Design, Call Center

References

• AKŞIN, Z., ARMONY, M., & MEHROTRA, V. (2009). The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research. Production and Operations Management, 16, 665-688.
• CHICU, D., RYAN, G., VALVERDE-APARICIO, M. (2016). Determinants of customer satisfaction in call centres. European Accounting and Management Review, 2(2), 20-41.
• CHOU, S., Lin, Y. (2000). Computer telephony integration and its applications. In Proc. of IEEE Communications Surveys & Tutorials, 3(1), 2-11.
• CORKREY, R., PARKINSON, L. (2002) Interactive voice response: Review of studies 1989–2000. Behavior Research Methods, Instruments, & Computers, 34, 342–353.
• FEINBERG, R. A., HOKAMA, L., KADAM, R., KIM, I. (2002) Operational determinants of caller satisfaction in the banking/financial services call center. International Journal of Bank Marketing, 20(4), 174-180.
• KISHINSKY, K., ANISIMOV, N. (1999) Telephony Call-Center Scripting by Petri Net Principles and Techniques, Patent, US 6178239 B1, San Francisco, CA, USA.
• LAVRAKAS, P. J. (2008). Predictive Dialing. Encyclopedia of Survey Research Methods, 1, 604-605.
• PETTAY, M. J. (2015) Script Compliance Using Speech Recognition, Patent, US 8990090 B1, Omaha, NE, USA.
• SMITH, B. M. (2019) Dynamic Scripts for Tele-Agents, Patent, US 2019/0080370 A1, Atlanta, GA, USA.