Call Center Scripting

What Sets Us Apart

The call center mission is to deliver best-possible support at lowest-possible cost. Too often these naturally competing objectives force management into zero-sum analyses of the quality-cost balance. Vanguard is different. Our solution is double barreled to fire on both objectives simultaneously.

Front-line Support, Back-end Expertise

Deliver expert knowledge through front-line staff. Vanguard’s web-based intelligence system puts product experts, customer-support specialists and call-center staff in the same virtual room.

Here’s how it works:

  1. Product and other home-office knowledge experts monitor issues coming into the system via remote call centers.
  2. Knowledge experts respond in real time, entering diagnostic rules, service protocols and other technical information directly into the system.
  3. Call-center staff (sometimes halfway around the world) receive these instructions and guide customers through detailed Q&A sessions for diagnosis and support. Call-center staff can also see and adapt to any central protocol changes coming from the home office.

Through it all, Vanguard Knowledge Automation System manages versions, access rights, and other features for fail-safe communication.

Hyper-Informed Customer Service

Process automation and centralized communication leverage your call-center staff with the ability to channel in-house knowledge specialists in real time. Backed by experts, remote staff can give your customers the answers they need with unmatched speed, concision and accuracy. Better, faster service means more time and willingness to also collect feedback, introduce higher layer service options, and ultimately drive higher returns.

Lower Costs, Increase Returns

High-quality support requires considerable investment in training. The costs add up for complex and frequently changing product lines. Vanguard technology outmodes this need, en mass.

With Vanguard, your support staff can can stick to the basics as far as required learning goes. That’s because they’re in constant contact with your in-house knowledge experts via real-time web exchange. The benefits are manifold. Global support staffs gain leverage. Customers get answers. Service costs drop. Your investment returns rise.

Content Management System (CMS)

Vanguard Content Management System (CMS) is a web development environment and visual editor that puts product experts in charge of building your advanced, automated support center — no programming required. Experts from anywhere in the world can simultaneously develop and maintain CMS support-center applications via the web — an optimal balance of service cost and quality.

Featured resources

White paper

Advanced analytics forecasting
 

Case study

Aurobindo saw a 99% increase in inventory utilization

White paper

Portfolio Review to Full S&OP with Cloud-Based Advanced Analytics

Customer testimonials

Joachim Schwarzkopf MBA, PhD

Senior Portfolio Manager, Novartis – Vaccines & Diagnostics

"We are making strategic decisions that have long-term impacts on our business. Without Vanguard, we would not have the visibility and analysis we need to make the right decisions."

 

Ana Rodriguez

Director, Enterprise Applications and Integrations

"Vanguard has enabled Skullcandy to be more automated and calculated with our Demand Planning. The usability and thorough on-boarding and configuration process offered by Vanguard enabled us to completely migrate from our historical software very quickly"

 

Brent Phillips

Director of Demand Planning at Traeger Grills

“Our team selected Vanguard Software because we believe they are the best solution for our current demand planning needs and future supply planning needs.”

 

Renee Thomas Jacobs

CEO, Buy Auto Parts

"From the first time we loaded our data into Vanguard, we've been happy with the results. Between heigtening our understanding of sales cycle curves, the immense flexibility and responsiveness of the platform, and providing a single view of all items and categories, we've had a very positive experience."

 

Jim Cafferty

Lead Evaluator for Winzer

“One vendor stood head and shoulders above the others through the process — Vanguard Software. Vanguard consistently worked harder and provided more tangible, high-quality data and answers to questions than any other competitor.”

Vijay Ramadoss

IT Technical & Management Expert

"Vanguard is really easy to use and allows you to quickly pull demand data to use to support the business. Vanguard’s staff is always willing to help out with any question/concern I have about the system/information. Vanguard’s onsite training was extremely beneficial to help learn the tricks of the tool."

Geoffrey Taylor

Logistics and Inventory Manager, AFT Pharmaceuticals

 

"We looked for a software which could deliver the necessary requirement for our business and allows for customization. Vanguard has that capability and proven to be a reliable software, with a good supporting team behind it."

Cameron Yee

Business Analytics Manager, Buy Auto Parts

 

"After reviewing five different forecast systems, Vanguard excelled in all our requirements. Vanguard has great visualization and interface tools to assist with Ad-hoc and strategic analysis. The ability to measure statistical forecast accuracy greatly adds merit to the competency of the system. What really sold us was the exceptional customer service support to maximize the full potential of the software."

David White

Business Intelligence Manager, Endeavour

 

"After the initial Pre Sales demonstrations to our prospects, the most common statement is not whether they wanted to go ahead, it is when should we start the trial."

Ewelina Piasecka

Demand Planning Manager, Sensata Technologies

 

"Vanguard brought massive, positive improvements to purchasing, confidence, and stock reduction. Their system helped us stabilize production. That saved us money, but it also enabled us to grow the business more sustainably. Instead of managing spikes in demand, we achieved much greater stability in production scheduling and fulfillment."

Curt Mason

Financial Analyst, Francesca's

 

"We use Vanguard to effectively create and distribute sales plans to our field leadership to help them manage their business units."

Dave Palew

Director of Supply Chain, Aurobindo Pharma USA

 

"At its core, Vanguard Forecast Server is a user-friendly forecast generator with powerful analytical tools and easy-to-read reports. As users become more adept with the system, their ability to manage and manipulate forecasts increases tremendously. The results are consistently more accurate forecasts, time and again, and better forecast accuracy leads directly to a better bottom line for our business."

Marcia Ferrill

Assistant Director, Planning and Development – Kansas Department of Transportation

 

"Vanguard's forecasting process makes us so much more effective as an agency, especially when every dollar really counts."

Patty Thompson

Sr. Accountant, SDOT

 

"South Dakota DOT had heard from another State DOT about how they forecast their cash, and because we had been looking for that type of system, we spoke with that agency and decided to inquire about getting a similar system tweaked to fit our needs."

Tim Oligmueller

Director of Business Intelligence, Keen Footwear

 

"The reason I chose Vanguard was the quality of the pre-sales support and assistance in setting up a proof of concept with our actual data. While functionality was similar between all the choices your team and immediate sales support are what closed the deal."

Chris Patterson

Demand Planning Manager, Natrol

 

"Vanguard is a premier forecasting tool for businesses of all sizes. The data flexibility, reporting tools, continuous support is why we chose Vanguard over other software solutions."

Carl Turner

Vice President of Supply Chain, Mayne Pharma

 

"Our company grew rapidly with the acquisition of a large number of products that more than doubled our sku (stock keeping units) base. We were implementing a robust Sales and Operations (S&OP) process and needed a tool to assist our team in forecasting demand. We evaluated multiple solutions and continued to return to Vanguard based on their solution and the quality of their design and support team. Since implementing Vanguard we have seen a substantial improvement in our forward looking forecast as measured by our Mean Absolute Percentage Error. We are confident we made the right selection in choosing Vanguard."

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