CallHelper. Quick start

CallHelper is a comprehensive tool that allows the manager to create and modify sales scripts in a convenient visual editor, quickly train new employees, create tasks for calling customers and assign these tasks to employees, analyze results of calls, and find options for optimizing work of the company. Also, CallHelper helps employees to organize convenient work with sales scripts and customers' data during calls.

In this guide, you will learn how CallHelper can help your company improve customer experience, and you will be able to start working in the system right away. This guide is brief – it contains information for a quick start only.

1. Register Company in CallHelper

To register a company in the system, open and click SIGN UP, then follow simple instruction for registering an account. Welcome to CallHelper!

2. Create Account for Employee

To create an account for an employee, specify the following data: name, corporate email, permissions in the system (for sales managers, select "operator"), and the password. The account is successfully created!

The employee should only specify the account name and password on the website to start working in CallHelper.

3. Prepare Sales Script

Sales script is a scenario of conversation between an operator and a customer.

An effective script helps the operator to answer the arising questions and dispel doubts of the customer.

3.1. Create Sales Script

At first, create an "empty" script, then put information that will make the operator's work as efficient as possible into the created script.

3.2. Fill in Sales Script

In CallHelper, sales script has a tree form. Each node of the tree contains instruction for an operator in case of the customer's questions or objections.

3.3. Configure Node Properties

Text Formatting

Formatting tools of the node allow highlighting the text and adding images and links to external sources.

Integration with Contact List

It is easy to add fields from a contact list to the node text.

In edit mode, only tags of these fields are displayed (for example, #CRM_LEAD_name).

In working mode, operators see contact details instead of tags.

Quick Access to Node

A node that contains important information can be added to the "GO TO" quick access menu, which is available from any node.

Frequent Answers

If the same answer can be used in different cases, there is no need to create copies. You can create just one node with this answer and add it to the required places via "additional transitions".

Color Scheme and Icons

You can select icons and color schemes for nodes and "additional transitions".

3.4. Manage Script Structure

Sometimes it is necessary to modify the created script tree: change logic of the conversation, add good examples of communication, and so on. With CallHelper, it is easy to manage the structure of the created tree: move nodes or the whole branches by dragging them to the required places.

Using different icons and color schemes of nodes and "additional transitions", you will not get confused when changing logic of the most complex conversation.

3.5. View Script in Operator's Interface

After opening the required script, an operator follows instruction on the screen. Upon receiving the answer, question or objection of the customer, the operator selects the appropriate node with further instruction.

4. Prepare Contact List

Contact lists increase efficiency of customer service without using a separate CRM system. Contact lists contain customers' data for displaying to an operator in the script.

The operator can modify customer's data during the conversation, directly in the script interface. Changes are saved in the contact card of the customer immediately.

Functionality of contact lists also allows assigning a responsible operator, script, and the planned time of call to each contact.

4.1. Create Contact List

At first, create an "empty" contact list, then fill in the created list with customers' data.

4.2. Fill in Contact List

Contacts can be imported from a file or created manually.

4.2.1. Import Contacts from File

To import contacts, prepare an Excel file in advance (XLS, XLSX, and CSV are supported formats). The import procedure is fast and simple.

Upload File to the System
Specify Mapping of the Fields

4.2.2. Create Contacts

4.3. Manage Contact List

When working with contact list, you can perform the following actions:

  • Sort the contacts
  • Search the contacts by adding one or several filters
  • Modify/delete one or several contacts at once
  • Export the selected/filtered contacts for further processing

4.3.1. Sort Contacts

To sort a column by content, click the icon next to the column title.

4.3.2. Filter Contacts

Add filters to columns using the second row of the list and work with the selected contacts only.

4.3.3. Modify, Delete, Export Contacts

Use group actions to save time when working with large lists.

4.4. Add Parameters to Contact List

If the built-in list columns and contact statuses are not enough to work, then create new ones!

4.4.1. Add Fields

If you decide to import contacts, and your file contains more columns than the list in the system, then open the list settings and add as many columns as necessary.

4.4.2. Add Contact Statuses

Contact statuses are used to understand the stage of work with the customer, for example: "new", "redial", "archive". Depending on the company needs, you may need additional statuses.

5. Conversation with Customer

5.1. Process Incoming Call

When you process an incoming call using CallHelper, you get the following features:

  • An operator follows the prepared text when talking to a customer.
  • During a call, the operator creates a contact and fills it in directly in the script interface.
  • Data of the created contact are immediately uploaded to the text of the script.
  • At the end of the call, the operator describes call results and adds the contact status (for example, "redial").
  • The manager plans further work with the new contact according to its status and call results.
  • After finishing work with the contact, the manager exports data to Excel for further processing in the third-party systems.

When receiving an incoming call, an operator selects the appropriate script, clicks START CALL, and follows prompts in the text.

5.2. Create Contact

You can create a contact directly in the script interface. The created contact will be immediately uploaded to the text; after that it will become available for editing.

5.3. Process Outgoing Call

When you work with an outgoing call using CallHelper, you get the following features:

  • The manager assigns a responsible operator, script, and the planned time of call to the contacts.
  • The operator calls customers from the task list according to the schedule prepared by the manager or directly from the contact list.
  • The operator follows the prepared text when talking to a customer.
  • Customer data are displayed in the script text.
  • During a call, the operator modifies the contact directly in the script interface.
  • At the end of the call, the operator describes call results and adds the contact status (for example, "redial").
  • The manager plans further work with the contact according to its status and call results.
  • After finishing work with the contact, the manager exports data to Excel for further processing in the third-party systems.

5.3.1. Call from the Task List

Assign Operator, Script, and Time of Call to Contact

The manager can assign a responsible operator, script, and time of call to each contact individually or he can use group actions to process many records at once: for example, assign 100 contacts to one of the operators in a few mouse clicks.

Start Call

The operator opens the task list and clicks the call button next to the first scheduled contact in the list.

5.3.2. Call from the Contact List

The operator opens the contact list, finds the required contact or filters the list according to the necessary parameters, and starts working by clicking the call button.

5.4. Modify Contact

In the script interface, it is easy to quickly modify the contact data.

An operator can modify either a single contact field by clicking it in the script text or all fields of the contact by opening the contact card.

5.5. Navigate the Script

During the conversation, the operator opens nodes with further instruction one after another. To do this, the operator can:

  • select the required response of the customer;
  • open the node with important information in the quick access menu;
  • return to the previous/first node of the script.

5.6. Complete the Conversation

After the conversation is over, the operator specifies the following information directly in the script:

  • Contact status (for example, "redial")
  • Call status (for example, "call answered")
  • Comment

The manager uses these data to plan further work with the customer.

Contact Status
Call Status and Comment

6. Training Mode

In training mode, an operator can view a script tree to learn the logic of the conversation, as well as open each node to learn the texts. During training, an open node looks the same way as in the operator's working interface.

7. Analytics

Various statistics options allow the manager to analyze the efficiency of sales scripts and operators' work without spending time listening to the records of calls.

7.1. General Calls Statistics – Table

The table with general calls statistics displays:

  • Call start date and time
  • Call duration
  • Link to the contact card
  • Script that was used
  • Operator's name
  • Result of the conversation
  • Number of transitions within the script tree
  • Operator's comment
  • Link to view the conversation steps in the script tree

In this table, you can sort columns, add filters, and export results for further analysis.

7.2. General Calls Statistics – Scheme

The general calls statistics scheme displays the number of operator's transitions within the script tree and the results of conversation in each node.

7.3. Contact Calls Statistics

The contact card contains a history of all conversations with this contact.

8. Questions?

If you still have questions after reading this manual, please contact out support or use the form on our website. We are glad to help you!