Call Flow

It is a road map for agents on how a phone conversation should go. In consecutive order, it provides an agent with prompts on what to do, how to do it, what to say, and what questions to ask.

• Call Flow

• Chat Flow

• Email Flow

• River Flow

The following are the different parts of the Call Flow except for one:

• Opening & Greeting

• Close & Document

• Post-call Next Steps

• Probe and Resolve

This step sets the tone of the entire call. Greet the customer

enthusiastically

• RELATE, REFLECT & EMPATHIZE

• PROBE and RESOLVE

• Opening and Greeting

• VERIFY and AUTHENTICATE

This step allows you to show care and human connection

in what the customer feels

• Paraphrase and Assure

• Empathy and Apology

• RELATE, REFLECT & EMPATHIZE

• Opening and Greeting

This allows you to ensure that

whoever that you are assisting is a verified user and better understand what are the only

information you can provide to the fan

• VERIFY and AUTHENTICATE

• Opening and Greeting

• RELATE, REFLECT & EMPATHIZE

• RECAP and SUMMARIZE

This step ensures you to ask additional questions and reiterate to understand

the root cause of the fan’s concern so you can provide the right steps and resolution

• Probe

• Empathy

• Apology

• Paraphrase

Use all tools necessary and articles available to be able to provide the right and appropriate resolution to the fan’s concerns. Focus on what you can do and not what you can’t do

• Resolve

• Paraphrase

• Empathy

• Active Listening

Confirm the action taken on the order and advise fan next steps

• Recap

• Offer additional assistance

• Apology

• Empathy

This ensures that you properly end the call

• Closing

• Probe

• Resolve

• Document

Ensures that we were able to notate what we did and how we assisted the fan’s and the resolution provided. This serves as your footprint on fan’s account and history of the order if the fan contacts us back.

• Close

• Document

• Recap

• Summarize