Associating Call Scripts

The Qualification Script section of a program provides the ability to associate a call script with a program. A call script is specific to the subject matter of the program. It provides Sales with additional questions and information for prospects during phone calls for qualifying leads. In addition, a call script might include questions and attributes allowing sales representatives to verify the contact information for each prospect. To facilitate the validation of the current information on contacts, set these attributes to prepopulate the call script form. A call script form is available for call center representatives to capture any additional qualifying information for every prospect. Call scripts are configured in the same manner as registration Web forms, with the exception that call scripts are intended for an internal audience and questions can be worded differently.

To associate a call script form

1. Depending on the options that you chose, one of the following applies:

   • If you checked the Specify Qualification Script check box when the program was initially created, the Program Creation Wizard guides you through the procedures of associating a call script form.

   • If you did not select Specify Qualification Script during the initial program creation and the script must be added later, click the Program Header, and select the Specify Qualification Script check box to add the configuration of this component to the program.

2. Click Save to return to the Program Details screen and proceed to the Qualification Script section of the Program Details screen.

To associate a call script

1. Do one of the following:

   • Follow the wizard to the Qualification Script step.

   • Click Add in the Qualification Script Section of the Program Details screen.

2. Search for the call script Web form using keywords in the form name or description.

3. Select the script by clicking the Add WebForm dynamic navigation button.

   The selected form appears.

4. Click Save.

   The Program Details screen loads the call script.