Phone calls are an important aspect of any business. Therefore, the most successful companies have set up strategies to improve their customer experience over the phone—and in general—each and every day. Put simply, if your customers are happy, so is your business. To communicate effectively in today’s business world, you should set up call flows.
What are Call Flows?
The term ‘call flow’ refers to a road map that defines how calls flow from one end to the other throughout your business. This typically describes the road a customer takes to reach you. Oftentimes, this is the first experience a customer has with your business. Making a good impression and offering a pleasurable experience is paramount to the success of your company.
A call flow will also dictate what occurs in the event of a misdirected, unanswered, or busy call. Call flows can vary drastically depending on the size and industry of your business. You may need a simple call flow, or you may require a complex one.
Effective Call Flows
Everyone has been a customer at some point. Therefore, you likely know the pain of encountering a long hold time, misdirected calls or even call dropouts. An effective call flow will significantly curb all of these issues. Here’s how:
Most companies have learned to embrace modern technology. With an effective call flow, you can increase your efficiency by decreasing hold times and therefore helping more customers. You won’t have to transfer callers nearly as often either, as callers reach the correct department the first time.
First Call Resolution
Customers want their problem solved quickly. They also want their issue solved the first time so that they don’t have to call back. By ensuring that they reach the correct department, you can achieve both of these requirements.
Routing helps queue incoming calls and redirect them in the most efficient manner possible. By routing them in an orderly manner, it guarantees that nothing gets lost in the shuffle and that everyone gets helped quickly.