Call Center Script

SunTrust Bank's website overhaul introduced new 'My Solutions' portal, requiring call center support staff to quickly get up to speed on features and functionality to assist customers without extensive training lag or inconsistent answers.

Wrote FAQ document covering common portal questions for call center staff | Organized script for quick reference during live customer support calls | Created clear answers in language appropriate for phone support delivery

Enabled consistent customer support across SunTrust's extensive branch network | Reduced call center training time for new portal launch | Provided reference tool supporting 1,500 retail locations during site transition

Call center scripts need to work in real time—organization and findability matter as much as content quality when someone's got a customer on hold waiting for an answer. As part of the SunTrust.com site overhaul, wrote an FAQ document for support staff to assist users visiting the new 'My Solutions' portal. The script provided answers to common questions about the portal's features and functionality.