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5 Reasons Why A Call Flow Is Crucial To Your Customer Satisfaction Ratings

September 04, 2021
5 Reasons Why A Call Flow Is Crucial To Your Customer Satisfaction Ratings-featured image -featured image

Getting high customer satisfaction ratings is the single most important metric for virtually every successful company in the world. Low ratings result in customer abandonment. And we all know that getting new customers costs 5x more than getting business from existing clients.  

What if I told you that establishing an efficient call flow can significantly improve your chances of retaining your existing customers?

Read this article to learn about the importance of a call flow and its benefits to your company. 

Here’s what we cover:

  • What is a call flow?
  • How does a call flow work?
  • The importance of an automated call flow for your business
  • How do you set up the perfect call flow for your call center?
  • Benefits of a fully optimized call flow

What is a Call Flow?

A call flow is a well-documented process that defines how call center companies manage inbound and outbound calls. Call flows range from incredibly simple workflows (the user makes one or two selections) to very complex decision-making trees (similar to what large companies like Amazon, Walmart, or Verizon use in order to route callers to the right call center representative).   

A good call flow can turn a group of underperforming agents into top performers. Firstly because it is less time-consuming to set up an automated system than to train representatives. Secondly, an automated call flow can serve 24/7 because it never gets tired and has direct answers to customers’ queries that some agents don’t. 

A good call flow manifests a good customer satisfaction rating to the company because it proves the great work ethic of the customer service team. 

How Call Flow Works (1)

How Does a Call Flow Work?

A call flow process is used by contact and call centers of various sizes and industries. The term ‘call flow’ stands even as contact centers have begun to employ additional customer engagement communication platforms such as chat, email, and texting.

A call flow may be flexibly set up to provide different options depending on the business or customer’s demands.

The caller’s requests and interactions with an automated call flow will dictate how a  conversation flow unfolds. A few examples of interactions that a call flow can be set up to handle could be customers needing to reschedule an appointment or disclose that someone used their credit card without authority.

Customers want to elude long call times that make them irritable,  so it is important to use an Interactive Voice Response (IVR) to screen clients and eliminate the primary workloads first, such as identification and the number they’re calling from, in case the call drops. 

Collecting these data points will allow your agents to handle calls more efficiently. Now, the agent can focus on offering assistance instead of spending time verifying who a caller is. 

5 Reasons why call flow is important (1)

Why is Call Flow Important?

Now that we have established what a call flow is and how it works, let’s talk about how call flows can increase customer service ratings for your business.

Below are the five key benefits and their contribution to your company’s customer satisfaction ratings:

1. Improved first call resolution rate

A caller can be linked swiftly with an agent who has the expertise or ability to answer the query and address the problem right away. Because the first call resolution rate relates directly to a customer’s satisfaction (or lack thereof), by immediately addressing your callers’ concerns, you may increase your satisfaction rate.

Calculating your FCR  for a year can enhance your call center performance by up to 30%, according to research data conducted by The Ascent Group

2. Efficient automated attendant system

An Automated Attendant helps give the customers more control over how they want to control the call because they have the choice to be immediately connected to the proper department.

It’s even better for individuals who want to accomplish things independently because the clients can answer basic questions and handle non-complex difficulties using the standard touch-tone keypad.

3. Make A Schedule For Incoming Calls

Establishing a call schedule is much easier when you have a well-designed call flow process. This schedule can provide the appropriate options for an incoming call based on the time of day. In certain instances, when a customer calls outside of business hours, a new call flow can be created that directs calls to the appropriate voicemail.

In case of emergency, the call flow is also able to connect clients to a different number through the prompts provided. In this way, your business will easily grasp the customer’s needs in less time. 

4. Total time the customer is on the line

To avoid wearing down a customer’s patience, a live representative must be available to help them right away. With an effective call flow, it is simple to configure your automated attendant system so that clients spend less time going through options.

The frequency of visits may be the most crucial factor to consider while configuring the options. Assigning “1” to customer service, for example, is convenient because it is the department that most clients wish to contact.

5. Measuring, metrics, and monitoring

Efficiency and effectiveness must be linked with an organization’s measurements and associated goals. Each representative must understand the metric, as well as how and why it is calculated. 

The Call Abandonment metric tracks how many callers hang up or get disconnected before reaching one of your agents. This measure is inextricably linked to your Service Level KPI and Customer Satisfaction metrics.

With an effective call flow, instances such as these could be avoided and that could lead to an increase in customer service ratings. 

Creating excellent flows is the cornerstone for an integrated client experience; it translates to greater customer service. 

Not sure how to set up a successful call flow for your business? Get in touch with our team of experts, and we will walk you through the process of creating an award-winning call flow for your business!

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Benefits of a Fully Optimized Call Flow

Long call times upset clients; 81% of consumers agree that long wait times can be frustrating.  An optimized system allows you to avoid that issue. 

Maintaining optimized call flows will reduce the cost of serving your existing or prospective customers by answering some customer requests through an automated system while routing calls that require additional research and troubleshooting to live agents.

A well-designed call flow ensures that customers receive excellent customer care when they contact a company. This technology provides a business with 24/7 automated customer support because a solid IVR call flow eliminates the need for agent contact while still providing answers to most customer issues.

 

Learn more about call flows? Get in touch with one of our experts. We can help you build and deploy a new call flow for business!

Call us at (602)-691-6006 or click here to schedule a meeting with us.

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