How to Create Call Flows

Call flows can be quite complex, but the process of creating them should be as simple as possible. During the first stage of the call flow, the agent should identify the customer and their issue, and then proceed to the next step. After the caller has explained their problem, the agent should provide a summary of the call and ask if they have any other questions or concerns. If a customer doesn’t have the needed information, they may hang up and leave a bad review. Read More –

Why Need it And How to Create Call Flows

The next step in creating call flows is to test them on a diverse group of agents, including both high and low performers. Make sure to monitor them often and debrief the team. You can also run an A/B test on the call flow to see if it performs better for your agents. Once the flow is working as expected, you can tweak it to make it fit your agents and the rest of your team. You should make sure that your call flow aligns with the company’s quality assurance criteria and training procedures.

When setting up a call flow, make sure it fits your company’s needs. Your call flow template should be custom-designed to match the type of services and demographic of your audience. For example, a younger audience will be more tech-savvy and expect less hand-holding than an older one. You also have to consider the age of your audience, since younger audiences are less likely to require support, while older audiences need assistance. Remember that your first impression is important and wrong greetings could alienate a customer even before the phone call has even begun.