Holdcom Script Department
The following is part two of a five part series featuring Holdcom’s specialized departments.
In our October Newsletter, we established that the departments of Holdcom could be likened to the unique elements that go into making a hardcover novel. Client Relations was compared to the Title Page, Table of Contents, and Appendices; this month, we proudly feature Holdcom’s Script department.
The Script Department is the manuscript, the body, before the novel is bound and formatted. They are the guts of the novel, where the information gathered by Client Relations, independent research, and communicating directly with clients is digested, formulated, and finally, put to paper. The Script Department consists of professional writers who organize customized content for message on hold programs, IVR announcements, eLearning scripts, virtual tour scripts, and more.
The Script Department comprises three individuals: Megan Adriulli, John Falcone, and Rob Lefever. All three work together, but separately – they each have their own clients scripts’ to fulfill, but they will often hand off a rough draft to a fellow team member to proofread or make suggestions. Like the twists and turns of a plot, each script says the who, what, where, when, and why of the client, and it is the Script Department’s job to transform these often lengthy company histories into succinct, informative message on hold programs. The scripts themselves are written either from scratch or based off a program development form filled out by a client, which is a questionnaire consisting of basic questions, such as store hours, company history, and the type of customer experience [tone] client wishes to convey.
Each member of the Script Department has distinct tasks to accomplish. Megan Andriulli has been a Scripts member for nine years. She not only works with high frequency clients [monthly updates], but also organizes and contributes to the Holdcom Voice, our monthly newsletter. Megan’s working situation is unique, for she alternates working at our offices and remotely, from home, where she can also keep a close eye on her two toddlers.
John Falcone has been working at Holdcom for eleven years; he handles various clients, from annual to monthly updates, and sends out submission reminders, as well as scheduling voice talent for studio time.
Last but not least is the Senior Script Consultant, Rob Lefever, who acts as the chief editor of the Holdcom manuscript. Rob is the manager of the department; he oversees that scripts are submitted on time, that voice talent recording session are on schedule, and that the writers have a fast turnaround. He gives the final proofing on scripts and handles large volumes of scripts from our most frequent updaters.
The Script Department works closely with Client Relations to really get to know Holdcom’s clients. Like the table of contents and chapter titles, the two departments work hand in hand to enhance the Holdcom customer experience. The Script Department is our creative content, but also acts as an index, where clients go if they have questions about the script.
Now that we have a completely structured manuscript, come back next month to see how the Production department brings the Holdcom story to the next level.