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.