What is a Call Flow? (Benefits & Strategies)

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this is Luke from Global call forwarding
connecting with your business easily and
efficiently is crucial to customer
satisfaction
because if a caller Waits on hold for an
hour or gets lost within your automated
menu it can quickly lead to unsatisfied
customers and missed opportunities and
your business cannot afford that
so that's why in this video we'll cover
everything you need to know about call
flows including what they are their
importance how to create one and more
but before we get started it's important
to note that there are different types
of call flows such as outbound and
inbound
outbound call flows focus on call
scripts and prompts for agents but in
this video we'll be covering the basics
of inbound call flows and with that
let's jump in
a call Flow is a visual map that shows
how calls travel through your phone
system from the moment they enter your
system until the call ends in other
words it details exactly what happens
when a customer or Prospect calls your
business and how they move through the
call process to reach their desired
destination now the way your call Flow
looks will vary depending on what
options you want to offer callers and
why people call your business
for instance are people calling only for
customer support or are they looking for
other departments too
you have multiple offices you'd like to
Route calls to or will you route calls
based on the caller's location at the
time of day and so on
typically call flows contain a variety
of actions and interactions that decide
how incoming calls are handled
this includes announcements attended
call transfers ivr menus Advanced
routing features
forward to voicemail
forwarding faxes to emails and more
so why is it important to pay attention
to your business as call Flow
the main purpose of a call Flow is to
help the callers resolve their questions
or queries quickly and in the easiest
way possible
this means fewer interruptions less wait
times and accurate routing
now let's be honest customers calling a
business do not want to bounce around
from one Department to another
or wait in Long call cues to resolve an
issue
instead customers want a quick and
reliable service that's available to
them when they need it the most
and that's why it's important to pay
attention to your business's call Flow
so that you can improve caller
experience and build a better service
for your customers
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now let's take a look at the benefits of
setting up custom call flows for your
business phone lines as we've mentioned
before a streamlined call Flow can
greatly enhance the caller's experience
it all boils down to making the calling
process as painless as possible for
customers and resolving their queries
quickly
and you can do this by using custom call
flows to direct them to the appropriate
department or person
so consider your customers needs and
pain points when creating custom call
flows for your business
by accurately routing callers to their
desired destination you can also
increase first call resolution rates
this is because customers reach the
right rep to handle their needs which
means they don't need to call your
company repeatedly to solve the same
issue and this in turn can lead to a
higher customer satisfaction and
retention rates
lastly taking time to understand and map
out your businesses call flows can help
you better manage incoming calls you can
think of it as an organization tool
where you segment incoming calls so your
call traffic isn't congested
now depending on your provider call
flows are also completely customizable
to your business needs
this means you can build multiple call
flows that work for your business and
customers to improve call management
so once you've created your custom call
Flow make sure to test it out and double
check everything to make sure it works
and routes as intended
so how can you use customized call flows
to strengthen your business let's
discuss different use cases and
strategies that you can Implement within
your call flows to improve your service
if you operate a global business being
accessible at all times is crucial to
ensure positive customer experiences
this is where time-based and
location-based routing come into play
you can use these routing strategies to
send calls to different locations and
numbers based on what time you receive
them or the caller ID
and this makes it easy for you to
provide 24 7 support to Global customers
this way they can call at a time that
works best for them and always receive
support
Additionally you can create holiday
schedules and call flows to offer
customers uninterrupted service during
the holidays
with this strategy all inbound calls are
forwarded to another destination during
the schedule time frame and these
destinations can be remote agents or BPO
that's working during those times
so customers always receive the support
they need even during the holidays or if
an employee is on vacation
finally you can incorporate ivr
technology into your call Flow to
automate call processes such as
answering and transferring calls
without needing press operator
your reps can focus on more complex
tasks increasing their productivity
and since ivr systems rely on the
caller's input customers can select the
help they need and be accurately
transferred every time
if you're interested in call Flow
templates for these use cases check out
our resources linked below
and now that we've covered the basics
you're probably wondering how to create
your own customized call Flow
to get started you simply need to find a
cloud telephony provider like Global
call forwarding that offers ivr and call
Flow builders
these interactive tools allow you to
build call flows from scratch and edit
and update them as required
once you have the tool start building
your call Flow by visually mapping out
how you want calls to flow for each
phone line
when designing your business call Flow
you should consider what menu options
you want to offer callers where you need
to insert voice messages and
instructions
how to manage calls During certain time
periods or calls from certain locations
what should happen if one of the options
or triggers fails
when the caller will be sent to
voicemail and so on
then use our Builder to design call
flows for your business phone numbers
you want to see what this looks like in
action
check out our ivr call Flow Builder demo
in the video linked below
now are you ready to create custom call
flows for your business
we offer the call Flow builder for free
with our Cloud phone number plans
simply sign up online and get started
within minutes
to learn more visit
globalcallforwarding.com or give us a
call today