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Why is the call flow important?

Call flow and call center agents are the two elements at the forefront, which largely determine the experience provided by the contact center.
Excellent call center customer service staff have “internal” empathy, patience and other qualities of being with others.
Or, they spent time and energy to develop these tools.

Agents can also receive training on product or service communication and knowledge to improve customer experience.

Similarly, the call flow also comes with building blocks such as call queues and automatic routing to improve the operational efficiency of the phone team.
However, just like a well-designed call process, the call process can be better executed and deliver “amazing moments”.
When agents and call flow work together, you can get the best call center experience.

What is the call flow?

But first, we have to discuss the call flow on the same page.
The call flow is usually defined as a work flow, which determines the entire process of the call from the beginning to the end in the call center.
This journey must be uninterrupted, and it needs to achieve its purpose or at least a step towards achieving it.
Your call flow must essentially ensure that no caller is traveling.

Note: According to call centers, call scripts are sometimes called call flow.

You can read more about call center scripts here.

Follow 4 main call flow templates

These are tactical methods of using the phone process to ensure an excellent call experience.

1) Simple but powerful call queue with waiting queue call flow

Call queues can effectively route your inbound calls to the correct agent or department.
To establish a queue-based call flow, you can start by assigning a call queue to one or more numbers.
For example, if you have local numbers in seven cities and you have a team that answers all inbound calls, you can assign a call queue to all local numbers.
When we combine it with backup options or waiting queues, call queues will become powerful.

If your business agent is busy or does not answer the call, you can send the call to the voice mailbox and provide a callback. If the caller knows the extension number, it will represent the agent’s extension in another call queue, and the business agent can answer the call.

Automatic routing call flow (more on this later) You can also send them to the waiting queue, where the caller can choose to call back or wait for the agent to answer.

2) Classic IVR call flow

Since it has existed for more than half a century, IVR can arouse a strong response from customers.

However, if they are set up properly and used in combination with other call routing features, they will be a powerful tool to speed up resolution and manage the number of incoming calls in an organized way.​​​
As can be seen from the above call flow chart, by pairing IVR with –, a call flow call queue can be created to route to the correct department, and another IVR menu is used to collect more detailed information.

Agent extension (if the caller knows the extension number and wants to contact a specific call center agent immediately)

If you wish to apply custom routing conditions based on real-time information provided on any tool integrated with CRM, help desk, or telephone system, perform automatic routing of calls. These combinations of workflows make IVR a more independent method of splitting calls than using it alone
A more effective call routing solution.

3) Data-driven call flow for routing automation

Routing automation or automatic routing enables you to route callers based on dynamic real-time input from external systems or software used by the enterprise and integrated with the telephone system.

Routing automation can be used in conjunction with call queues and IVR.
First, you need to select the application from which you need to transfer data.
Then, create call routing conditions based on the input of the above application, and then use the routing automation function to build a full-featured call flow.
Suppose you need to create a separate call flow for VIP customers or priority callers.
Or, you are running a helpline, some of which require the earliest contact with the responder.
In this case, routing automation shines.
You can use their phone number or location to determine if you need to route callers to agents faster.

4) Voicebot priority call flow, that is, the future call flow

Voice robots are an excellent way to ensure your business’s voice is online 24×7 every day, especially after get off work or holidays.

They are also a good way to deflect common queries and handle large numbers of calls.
Voice robots can provide instant answers to callers without calling on-site agents.
In the event that they cannot answer the question, they can transfer the call to a backup option.

For example, voice mail routing (if outside business hours) or routing to agents during business hours.

And, the best thing about voice robots is that they will get better in training.
With more input from you, the voice robot can develop to face a wider range of queries and share the workload of call center agents.
The main advantage of all these templates is to understand that different functions can be combined to create the best experience.
The absence of routing is an exception in itself.
When we pair IVR with routing automation, it gets better.
When paired with good backup options, routing automation becomes better.
But most importantly, when paired with an excellent call center agent, the call flow will be infinitely better.
This is for humans and technicians to work together to provide the best customer experience.

Imagine you call a company, which company would you trust?
This company will broadcast a professional welcome message and ask you to select the department you want to talk to from the menu.
In the past, only those companies with deep pockets could afford sophisticated telephone systems with voice mail, interactive voice response, call routing and more advanced features.
Small businesses are at a disadvantage and cannot establish a sound image.
Small and medium enterprises will benefit the most from cloud phones. They have changed the rules of the game for small and medium enterprises and enabled them to compete with large enterprises.

Why should small businesses migrate to the cloud?
Essentially, cloud phones have a large number of features to meet the exact needs of small and medium-sized enterprises,

Less cost

Can be set up without technical assistance

No maintenance

Can be easily expanded

Liquidity

The local telephone system is about to decline—in fact, the FCC voted in 2016 to phase out the old copper network and begin the transition to Internet-based telephone services.

The following factors make cloud phones particularly attractive to small businesses:

1. Scalability

The buyer’s report of software recommendations mentioned: “The need for scalability is the primary reason for evaluating new VoIP systems.” Small businesses will develop in the future, which means they need flexibility.
After communicating with many of our customers, we learned about the benefits of cloud phones, especially in terms of scalability. Cloud phones have brought small businesses-many companies that used hard phones before, once opened in different locations and started to expand,
Its telephone system cannot be maintained.
Keep up with their rapid growth.
They realize that the local phone system will not cut costs, and they can add users to the cloud phone system with one click.
There is no need to make any infrastructure changes, and these changes will incur a lot of cost and time-consuming, these are two valuable resources that small businesses cannot afford.

2. Integration with business tools

Using different tools can adversely affect customer support and sales processes.
Imagine that when a sales agent talks with potential customers, they will have to make important records, maybe follow up, and they may have to track many of their potential customers.
Similarly, the support agent will have to follow up with the customer multiple times to ensure that the query has been resolved.
Hardware phones can cause trouble in this process-agents or representatives cannot link their calls to potential customers, they will not be able to track their inquiries, and things can quickly become messy.
This will affect their productivity, and more importantly, their morale.
With cloud phone, they can easily integrate their phone system with their CRM or help desk-every call can be easily attributed to the customer.
They don’t have to switch between multiple tools, all data is in one place.
Simplified workflow can create miracles for enterprises.
One of our customers was expanding rapidly and eventually missed many calls.
In their own words, since moving to the cloud phone system, “they have added much-needed orders in the chaotic workflow” and have been able to reduce missed calls by as much as 35%.

3. Analysis and report

In today’s world, you will realize that the person who owns the data is king.
Easily accessible data is important for analyzing and making business decisions – according to a Deloitte study, 72% of companies believe they can use analytics to improve the customer experience.
Most local phone systems lack analytical capabilities and therefore cannot understand or understand the performance of the team or measure customer satisfaction.
For a small business, this can make a difference. Aggressive companies and companies that set goals and closely monitor their performance tend to develop better than those that don’t.
For small businesses in the dark, they cannot afford to take risks.
Small business phone systems use functions such as call records to provide them with data, and they can go back and analyze what they did right and where they went wrong.
With valuable analytical tools, small businesses can now quantitatively evaluate their performance and provide a better customer experience.

4. Liquidity

Customers want prompt answers when inquiries-you won’t miss customer calls if you are not on your desk.
Small businesses can score high on customer service, while large businesses may find it difficult to provide personalized and timely customer service.
The business deployed in the on-premises system is tied to their desk (and past).
Small businesses can use cloud phones to quickly respond to customers, no matter where they are-all they need is a working Internet connection.
This provides great flexibility for small business owners to stay connected even when they are not in the office.
This also opens up possibilities for remote work and remote commuting.
A study by CoSo Cloud shows that 77% of employees report higher productivity when working remotely-remote work is on the rise and will continue.
Small businesses will also benefit the most-space can be a big factor for start-ups, and remote hiring means they can save on rent, which also gives them the flexibility to hire agents temporarily if additional bandwidth is needed.
Remote work is also good for the environment-even big brands like Dell have tried remote work and found that their American workforce avoids 2.7 billion round trips through remote commuting each year-which is equivalent to reducing the commuting footprint by 30 million tons per year
Carbon dioxide emissions.

5. Save cost

Small businesses need economy, and there is nothing better than cloud phone systems in terms of cost savings.
According to data from tech.co, VoIP can reduce the initial cost of starting a business by approximately 90%.
Consider (if not for cloud phones), small businesses have to buy hard phones, get phone lines, set up servers, hire technical help, not to mention rent a lot of space to accommodate your phone system, which adds to the duplication
Sexual maintenance fees and contracts allow you to lock this setting for at least 3-5 years.
For local calls, small businesses using VoIP are expected to save 40% compared to the current system. This is because most cloud phone systems provide lower call rates, and businesses can purchase local calls in other countries and make local calls
The phone uses the cloud phone system for charging.

Fighting sports and operating enterprises are interlinked to a certain extent, and all competitors stand on their own arena to fight. Except for the reason of strength, when two rivals of equal strength are together, it must be the talent with a more complete combat strategy that can win. There is a good saying: Develop strategies to defeat every new opponent.

But when operating a call center, having the right phone system is like a fighter’s nirvana.This will help you execute your business strategy reasonably and accurately. Call centers have a huge market, and the most important thing is strong competitors. But you must first make it clear that what you need is the most suitable call center for your business, not the call center with the loudest advertising in the industry. Because the right call center can reshape your entire business, and minimize unnecessary expenses, really achieve, spend the least money to have the strongest strategy.

After getting the most suitable solution, you first need to understand the functional components of an ideal business call center system.
The following suggestions can help you make the right choice.

Enhanced features of the champion call center

Whether it is a competition or a call center system, the champion is always better than others in some places. The following are some commonly used functions in the champion call center system.

Timely release

Time is a luxury, whether for a startup company that has been established for a few weeks or a company with decades of history. The ideal call center can enable enterprises to enter the market quickly. Register and purchase local or international numbers to set up armor queues, add call center teams, etc. The entire process should save time.

Easy to expand

The fast-growing business needs a qualified call center system that can be easily expanded to cope with the fluctuating call volume.

Call center to solve the problem

The call center software should help agents quickly solve customer problems, and the call center itself should not be able to cause call processing problems. Therefore, functions such as call routing, multi-layer IVR, real-time call queue and agent availability, call center monitoring, etc. are needed.

Convenient to save more expenses

A truly excellent call center should not have too much overhead, but it can bring higher functionality. Ideally, he should be free to try for a period of time so that you can understand which solution is best for the needs of the business. Why astercc can stand out among many competitors? First of all, in terms of pricing, our strict adherents strive to get a good return on investment for every penny spent by your business. Compared with other call centers in the same period, we have no special requirements for your enterprise structure and user base. Even if you only have one user, our system can let you experience it. In terms of user development, astercc provides you with three plans. You can choose the identity of management or seat group leader to choose the required configuration, and the system can meet your expansion at any time. You can select a user and a number to select all plans, and expand as needed. You can quickly view plans and related functions from the navigation page of astercc.

Common call center functions

1. Conference call

2. Voice mail

3. Call recording

4. Call transfer

5. Multi-level IVR

6. Seat status

7. Blacklist and whitelist

……

The core of astercc’s ability to stand out is that in addition to some common call center functions, it also has a complete pre-dial function. If the agent manually enters the call, there will be input errors or dialing failures, etc., and some problems that waste the working time of the agent occur. The pre-dial function of astercc completely circumvents this problem. The system automatically dials and routes to idle seats when connected.

Smart upgrade

Every call is an opportunity to expand customers. The guarantee of the quality of each call is the cornerstone of the customer’s establishment. The guarantee of the quality of the call is the guarantee to the customer, so the quality inspection of the call is indispensable. Most quality inspections on the market now remain in manual quality inspections. It is necessary to manually listen to the call recording to inspect and classify the call quality according to the subjective judgment of the quality inspector. This usually has a personal subjective consciousness. It is a possibility that listening to the recording completely wastes a lot of time, and the quality inspection result is not very accurate. The intelligent quality inspection function of astercc can completely avoid some of the existing drawbacks. The perfect voice translation model converts the voice into text, and the key unqualified sentences will be marked in red, so that the quality inspector avoids a lot of voice listening from beginning to end when listening, and the quality inspection problem can be solved by looking at the text directly. Simple, time-saving and labor-saving.

astercc can bring you more