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.

4.1. 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.

4.3. 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

4.4. Add Parameters to Contact List

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

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.

5.4. 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

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.