Can I have your first and last name?”įollow the list above to confirm the caller’s information in your system. If you switch up the greeting to include verifying the caller in the first step, then you can greet and verify the caller like this: “ Thank you for calling Acme Tools. Exampleįor example, to verify a caller for a cable television service, your agents would need to confirm the following information in System Y: If you notice that callers are taking charge of the call right off the bat and your reps are getting lost and not gathering information, change the order at the beginning. Sometimes it is helpful to verify the caller following the greeting. Note: For some call centers, it may be easier to switch up the order of the first three steps. Take notes so that interactions are tracked.Pull up the account to help your agents get the full picture.Protect the caller’s account and information.healthcare) require a series of information and answering of privacy questions. Some companies only need a name and one additional piece of information. This process is different depending on the company. AuthenticationĪs part of the authentication process, you verify, identify, and log who is calling. When you verify, identify, and log a caller in the system, you go through a quick series of questions to protect the privacy of the person’s account. You can provide a few scripted prompts in your call flow for how your agents may want to respond. Confirm you have an understanding of what they want.Some active listening reminders could include tips to: Providing key phrasing helps agents move the conversation forward, especially when they get stuck figuring out the next step. Once again, the responses don’t need to be scripted, but you can provide simple phrases to keep the conversation rolling smoothly. In your call flow, provide r eminders on how to be an active listener as well as phrases or scripts to prompt your agent on how to respond. That’s because the agent doesn’t know how to actively listen and clarify until the caller and agent are on the same page. How can I help you today?”Īfter the greeting, add notes in your call flows to remind your agents what they should be doing as they listen to the caller’s purpose for calling.ĭuring calls, one of the biggest problems is that reps don’t always get to the bottom of the purpose of the call. While scripts are not required for call flows, they can be helpful in parts of your call flow. Having a script for your greeting makes it easy for your agents to start a call each time they answer the phone or dial a number.įor example, an easy greeting script for your call flow is: “ Thank you for calling Acme Tools. You want your callers to immediately recognize whether they’ve reached the right company, understand who they are interacting with, and be heard right away. The important elements of your greeting include: Whether it is an inbound or outbound call, the greeting is the lead-in to the conversation between the caller and your customer service agent. Nonetheless, in this blog post, we’ll outline the seven main parts of a Core Call Flow for your call center. ![]() There are a variety of different call flows and agents typically use multiple call flows for a single call. And, we’ll suggest creating separate call flows for certain elements in this basic call flow. This is the call flow that agents use to handle each call. When I work with ScreenSteps clients, we create what we call a Core Call Flow in their ScreenSteps knowledge base. So we’re going to keep things simple in order to help you understand the basic principles of a call flow. Now, call flows can be quite complex - especially if you are creating a troubleshooting call flow. In this blog post, I’m going to explain what you should include in a basic call flow. The beauty of a call flow is that you get to design how the call flow should ideally go (consecutive order for efficiency). The purpose of the call flow is to guide your agents through a call so that they get to where they need to go in the most direct way possible without a lot less stress. We’ve always needed maps to guide us through unfamiliar territory or to help us take a detour when we encounter a roadblock.Ī map makes life less stressful and allows us to get places a lot faster.įor call center agents, call flows are your road maps. Now, we simply pull up a map on our smartphones and get a set of instructions to help us get from point A to point B. Back in the day, we used to have to buy maps (Thomas Guide ring a bell?) at the gas station or print maps off of MapQuest when we were going on a road trip.
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