Call flow designers help you manage every inbound call efficiently
Intelligent call routing with pre-defined criteria based on your needs and preferences. Manage every inbound call step by step with the Call flow designer feature.
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What is Call Flow and How Does It Work?
A call flow visually maps out how incoming calls will be managed within your business phone system. In other words, how calls will travel from the moment they enter your phone system to when they are resolved.
A call flow designer — also known as a call flow builder and call flow editor — is an interactive tool that lets you create custom call flows. This way, your business can intentionally direct incoming calls one way or another to improve efficiency and connectivity.
What makes Call Flow Designers unique?
Better customer experience and service
Customers will have better experiences with your business if their needs are met quickly, and customized call flows are the best way to provide efficient service over the phone.
Reduced confusion and frustration
Nobody likes being transferred from agent to agent in search of a solution to their problem. Call flows connect customers to the right agent the first time.
Increased efficiency within your business
The quicker you solve one customer’s issue, the sooner you can help the next caller. Call flows turn your call center into an efficient problem-solving machine.
Easily adapt to new processes
Call flows are an inherently flexible software feature. If you discover after a period of time that a certain call flow isn’t working for your customers or agents, you’re free to modify the flow at your convenience.
Get a first-hand experience
“CloudTalk has a powerful call flow builder which is a great selling point for us. We can create complex call routing structures with ease that is much more difficult to do on competing platforms.”
5 Steps to Include in Your Call Flow
Greetings: This step confirms for the caller that they have dialed the right number. You can also record answers to frequently asked questions, e.g. business hours, order status or shipment status and disclaimer about call recording.
Preferred agent: Make sure that the client consistently interacts with the same agent, who can provide them with quick and more personalized customer support (if the client has no preferred agent assigned, this step will be skipped).
Ring group: Choose a ring group to ensure that the incoming call rings to more than one agent and increase the chance that the call is answered. For example, you can create a group entitled “Tech Support”, so that your clients can speak to agents with required tech skills to handle their issue.
Customized message: Use customized messages to inform clients that you are unavailable. You can also use this step to redirect them to a voicemail recorder.
External phone number: Redirect your client to a designated phone number outside of your company.
What is a Call Flow?
Call flow is a customer service agent’s road map to providing solutions as speedily as possible in a call center. It provides prompts to take the correct action from the beginning of the call until the customer hangs up the phone.
A call flow is a road map to how calls will be handled from the moment they enter the phone system to the end of the call. Call flows can be used to handle even the most complex call scenarios and enable great customer care.
Once a call is made to your phone number (or phone numbers), call flows chart the call’s journey and route calls from the first menu to the end of the call.
What are the Benefits of a Call Flow?
By implementing effective call flows, your contact center can reduce resolution time, improve overall efficiency, and increase customer satisfaction.
Why is a call flow important? A call flow is important for consistency and efficiency in your call center. It helps agents be conversational by prompting agents what to say and do. And it does it in a predetermined order with a logical progression to save reps time.
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