Call Center - Basic Call Flow

Call flow Defines as behavior of an interactive voice response to a certain application or person. The call flow tells how the caller enters the request, the options and inputs inquiry provided to the caller, and the application's response to this basic flow action. This basic call flow process will help to those who want to apply in a call center company and have a possibility to get hire.


Basic Call Flow

• Greetings
• Verification
• Solve the Problem
• Offer additional assistance
• Close the call

Greetings

Is an opening welcome from any inbound call center agents often offered customer service or technical assistance to callers.

Ex. Thank you for calling _______ (e.g. company name) this is John. How may I help you today?

Verification

Verification will take place when the call agents verify the information given by the customer such as last name, first name, address, and credit card number. To insure that all given information is correct.

Ex. Mr. James your credit card number is 123456789012. Is that correct?

Solve the Problem

Is this call flow situation you have to solve the issue before proceeding to the next flow.

Ex. The recurring payment will be reimburse to your credit after this call.

Offer additional Assistance

Offering addition assistance is the most effective customer service in a call flow situation. Meaning to say, that your customer is always welcome in any question she/he has.

Ex. Is there anything else I can help you with?

Close the Call

Closing the call is the most achieving call flow process. It is the process that you solve the problem cares about the customer.

Ex. Thank you for calling _______ (e.g. company name) this is John and have good day!