Creating your first call map
What we'll cover
Call maps sit at the heart of MosaicVoice and are critical to nearly every aspect of the platform. This article offers a step-by-step guide to building a simple call map.
What is a call map?
A call map can be thought of as similar to a call script. The call map guides the agent through the customer conversation by ensuring the user stays on message and manages customer objections appropriately.
Inputting a call map
Begin by navigating to the call map creation page:
- From the Dashboard, click "Call maps"
- Select "New call map" in the upper right-hand corner
Once you've navigated to the New call map page, begin by filling out the relevant fields:
- Call type: This selection helps categorize call maps based on the type of call they are designed for.
- Name: This is the name used to identify the call map.
- Language: Users have the option of entering call scripts in multiple languages. The language chosen should be the language the user anticipates the call taking place in.
- Additional configuration: For more advanced functionality, select "Advanced" from the list of tabs.
Having completed the above, remember to click "Save" to ensure nothing is lost.
Entering the call script
To begin entering the call script:
- Select the "+" icon to reveal a new text field
- Click the downward facing arrow to expose additional functionality
- Select the "+" icon nested within the new field
- Select the downward arrow next to the Guide content
After following the above steps, you should see the below:
- Enter a Title for this section of the call map.
As an exmaple, considering using the Title: Introduction
- Begin by entering the first talking point in the Guide content text box. This should be the first language the agent is expected to use during the call.
As an example, consider using a greeting such as:
"Thank you for calling ABC Company, how can I help you today?"
- In the text field below labeled Trigger phrases or words, enter the words or phrases MosaicVoice should be listening for during the call. To indicate an exact phrase should be matched, use quotations around the language. Users have the ability to enter as many unique words or phrases as desired, but each should be separated by a new line.
Continuing our example for ABC company, some phrases might include:
"Thank you"
"Help you"
"Thanks for calling"
Note that the final phrase is not taken verbatim from the original Guide. Users can input variations on the Guide phrase that represent alternative ways of conveying the same idea. For best practices, review this article.
After following the above steps, you should see the below:
- After completing the above steps, click "Save" at the bottom of the screen.
Once the work has been saved, the call map is now live and can be used by any agent with access to the platform. To test the call script, use the Back button at the top of the screen to navigate back to your dashboard, select Start new call from the bottom left-hand side of the screen and then select the call map you created from the drop down and click "Continue".
Now, placing a call through the dialer, the call script created should be responsive to agent dialogue.
Further reading
MosaicVoice offers a number of tools to further customize call maps.