What is a VOIP Call Flow Diagram?

What is a Call Flow Diagram?

Customer service representatives and a variety of other team members may have dozens of phone calls every day. These calls may involve sales, solicitation, or issue resolution. While these representatives may deal with angry customers who want to get off the phone quickly, representatives may nonetheless offer additional products or services. You might be surprised at how successful these representatives are with the upsell. Now you may be wondering how this is even possible. Why would an already frustrated customer agree to spend more money with the company? The answer lies with a call flow diagram.

A call flow diagram is a graphical representation that provides a general structure of how to handle a call. It works similarly to a script but it doesn’t provide the exact words the caller should say. What it does is guide you on how to answer a call, which path should you direct the customer next and so on.

A call flow diagram is widely used in sales and customer service calls. Reading scripts can make you sound robotic and unfeeling. In fact, according to a survey conducted in 2018, 78% of customers claim they have a better customer experience if the representative doesn’t sound like they are reading from a script. Thus, using a call flow diagram helps you provide a personal touch and still effectively manage and direct the flow of a call.

Call Structure is Essential

If you’re making a phone call to a customer or prospect, it’s easy to lose confidence. That’s especially true if you’re asking for a donation or offering a service. That’s why a well-designed call flow guide can be extremely valuable. It allows you to take control of the call without sounding pushy.

A VoIP call flow diagram can be digital or sketched out on paper. It is designed to show the overall structure of the call, including some reference points. While you shouldn’t have a script that you follow precisely during every conversation, it can be beneficial to have some scripted elements like a greeting, transition, and closing statement. These should give you a general idea of what to say, but using them word-for-word isn’t the most successful tactic.

Elements of a Call Flow Diagram

Call Introduction:

An opening message that explains who you are and why you’re calling. This is the greeting part and first impression is very important. In a typical sales call, this is where you introduce yourself and the brand you are supporting as well as provide a brief but concise explanation about the purpose of your call.

Engage:

Getting to know the recipient with small talk or by asking for important information. Create an opportunity where you can invite them to quantify themselves and makes them pay attention.

Call Transition:

Leading into asking; this includes presenting the idea, product, or services you offer and explaining the benefits and other details. According to

Ask:

Asking the recipient for a donation, sign-up, subscription, etc. This is the part where you confirm with the recipient if they agree with the idea, product, or whatever it is presented to them. Be concise and direct to the point.

Thank:

If they say yes, thank them for their contribution and prepare to close the call. 

Maintain the offer:

If they say no, stay confident and explain more benefits. Make sure the benefits you are offering matches the need uncovered during the Engage process. 

Thank you:

If that works, thank the recipient once again and summarize the call. 

Fall back:

If they say no once again, offer them an alternative.

Thank you:

If that’s successful, thank them.

Close the Call:

Thank the recipient for their time and end the call politely. 

Those who follow a call flow diagram typically have more success than people that don’t. If your phone calls aren’t leading to great results, give a call flow process diagram a try today.