Our innovative call center agent Scripting solution automatically detects call flow and determines the scripting options for your operators based on your protocols. Scripts can be based on any information that is required including scripts for appointments, physician referrals, prescription renewal, scheduling, research, crises and emergencies, facility directions and much more. There is no other comparable scripting solution for hospitals other than the 1Call call center agent Scripting solution.

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How Does Agent Scripting Work?

Pre-program intuitive and customizable call flow scripts with our drag-and-drop scripting tool so you can write scripts for appointments, referrals, prescriptions, scheduling, emergencies, and more. Even staff with limited or no IS experience can use the tool.

After programming, the system automatically detects call flow and determines the scripting options for operators based on your protocols. Call center agents read the prompts and follow the script.

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Intuitive and Customizable Call Flow Scripting

1Call features Intuitive Call Flow Navigation that easily guides your agents through each call, and provides them with a customized script with the exact information they need, at the precise time they need it. Our Scripting solution is the only one in the industry and is renowned for being intuitive and proactive.

 

1Call Customer Testimonials - Call Center Agent Scripting

“At Children’s everything is scripted and the difference is like night and day for ease of use on the operator end.” ~Holly Ritchison, Communications Manager, Children’s Hospital and Medical Center in Omaha, NE

Click below to watch a short video of 1Call customers talking about their experience with our call center agent scripting solution.

Linda Bigley: Before Amtelco, we used a home-grown messaging system that was used for physician answering service only and not operator services. So with Amtelco, that allowed us to integrate both messaging for physicians as well as operator services.

Holly Ritchison: Yes, at Children's in the Communication Center, we offer obviously the main switchboard line we cover. We handle all of the inside calls from the hospital, seeking on-call, environmental services, any needs that they might handle or need. We also handle transport dispatch, so our dispatchers are responsible for initiating all the transports for our emergency crew via ambulance, roto wing, fixed wing. So at Children's, everything is scripted and the difference is like night and day for ease of use on the operator end.

Rossi Fraenkel: IS scripting I think is one of the main selling points from Amtelco's products. I've seen some competitor products, and what I really love about Amtelco as a whole is the scripted piece allows you to do a lot of programing without actually needing to do much coding. So it's a really good bridge between the individuals that want to build these advanced programs but not have any IS skills and being able to ... You can grow with the scripts. There's a lot of additional functionality you can do when you start working more with databases. I think a huge challenge in the healthcare industry is integration, and the more that we have the ability to provide that integration, the more that we can provide faster call times, a better patient experience, and overall just a better experience for our agents as well.

Holly Ritchison: The difference with IS is that you put all the programming and decision making on the backside so that an operator can be hired and within 12 hours, they're taking calls. What we've done with our emergency code calls is tried to make all of them very consistent but yet customized for what each code is requiring, because when an operator gets a code call, the anxiety level goes up immediately and there's some decision making that they need to take care of. So, for instance, what we did with our Code Adam, missing child, when the operator receives the call, she's selecting from drop-downs. What is the age of the child? Is it male or female? What color shirt are they wearing? They select the color. So they make all these selections, and all of that information drops into one phrase that is a complete phrase of all the choices they've made so that they can say, "Emergency code Adam, six-year-old male wearing a red shirt, blue shorts. Last seen in the gift shop." So it's very easy for them to make the proper announcement and have it come out correctly.