The Call Flow Inbound Calls
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The document outlines the typical parts of a call flow process used in customer service. It describes the main sections in a call flow including introduction, acknowledgement, clarification, verification, empathy/apology/assurance, hold procedure, transfer procedure, resolution, summarizing, providing additional assistance, personalization, and closing. It then provides more details on specific sections such as greetings, verification, identifying the customer's concern, empathy/apology/assurance, providing a solution, gaining agreement, and going the extra mile. Sample call flows and scripts are also included.
The Call Flow Inbound Calls
- 2. PARTS OF THE CALL FLOW ❄ Introduction ❄ Acknowledge ❄ Clarify ❄ Verification ❄ Empathize/Apologize/Assure ❄ Hold Procedure ❄ Transfer Procedure ❄ Resolution ❄ Summarizing ❄ Provide additional assistance ❄ Personalize ❄ Close
- 3. SAMPLE CALL FLOW Opening Spiel Acknowledgme nt/Verification Clarify Empathy/Apolog y/Assurance Summary Resolution Going the Extra Mile Closing
- 4. GREETINGS ❄ Is also called Opening spiel. It must contain the following: o Name of the agent o Company name o Greeting(personalized) ❄ Greetings may be mandatory (word by word) or personalized.
- 5. VERIFICATION ❄ This is the part in which you get to ask the caller with their name and other account info. This part is needed so that you would know if you are talking to the account owner. Most general question calls do not require this part, but for sensitive cases such as credit card companies, this part is essential.
- 6. IDENTIFYING CONCERN ❄ This the part in which you would ask “How may I help you?” This is where the customer will raise their concerns and/or questions. As agents you are requested to paraphrase their concern for your understanding
- 7. EMPATHIZING/APOLOGIZING/ASSURANCE ❄ EMPATHIZE: saying sorry but not your company's fault ❄ APOLOGIZE: saying sorry when it's clearly your company's fault ❄ ASSURE: when customer is only asking for customer to answer his or her question
- 8. PROVIDING SOLUTION ❄ Once the concern is identified you are now to take the steps in providing solution to their issues/concern.
- 9. GAIN AGREEMENT ❄ This is the part in which you would acknowledge the customer’s concern and provide answers. This is also the part in which you will educate them regarding the issue. In this case, it will help them to minimize their time in calling back with the same issue.
- 10. GOING THE EXTRA MILE ❄ This is a part in which you will ask “Would there be anything else that I may assist you?” This is asking the customer if they have other issues that needed to be resolved.
- 11. CLOSING STATEMENT ❄ Say thank you and Closing greeting such as “Have a good day!”
- 12. Hello! I am Rudolf I’ve come a long way to bring you this presentation. You can find me at @northpole
- 13. CLOSING STATEMENT ❄ Say thank you and Closing greeting such as “Have a good day!”
- 14. Quotations are commonly printed as a means of inspiration and to invoke philosophical thoughts from the reader. Fa la la la la, la la la la.
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- 31. Merry Christmas and a Happy New Year! Find us at @northpole
- 32. Credits As a Christmas gift, SlidesCarnival releases for free this template (and icons) under the public domain. So there’s no need to keep this slide. :) Enjoy! To the extent possible under law, http://www.slidescarnival.com has waived all copyright and related or neighboring rights to Christmas 2015 template
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- 34. To the extent possible under law, http://www.slidescarnival.com has waived all copyright and related or neighboring rights to these Christmas Icons.
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