Written by John Dickson on June 6, 2017
Configuring your call flow is an important part of utilizing the features that your phone service provides you. Utilizing your call flow effectively can be hugely beneficial by saving you both time and resources and by helping provide a positive customer experience.
Let’s take a second to define call flow, so we’re on all on the same page. Think of call flow as the road map taken by an incoming call. This journey begins from the moment a call enters the phone system and finishes only when the call is ended.
While there are countless ways you could configure your call flow, we’ve discovered a few tips that make the entire process a little easier and the system more customer friendly. Here they are:
1) Map It Out
Before start configuring your call flow, take a moment sit down and process through each decision. We have found that it might even be beneficial to literally draw it out so that you have a firm plan before starting any configuration process.
2) Consider “Total Time”
One thing people often forget is the total time a customer is on the line. So, say a customer is calling for customer service. They call your number and listen to the auto attendant message and each of the options before selecting 6 for customer service. This takes 20 seconds. Then they’re transferred to the customer service hunt group. Here the settings are configured to transfer to the following hunt group number if the call is unanswered after 15 seconds.
Now 15 seconds doesn’t seem like a long time, but add the 20 seconds the customer spent listening to the auto attendant and the customer has now gone 35 seconds without talking to a human. And what if the first two numbers in the hunt group are unable to answer? 50 seconds. What about the first three numbers in the hunt group not answering? 65 seconds.
So when configuring call flow, it’s important to remember to consider the entire time a customer is on the line, and not just the single step being configured.
3) Use a Time Schedule
Time schedules can be configured to have different responses based on the day of the week or the current time. Take advantage of this feature to let callers know you’re currently closed because it’s after hours, the weekend or even a holiday.
4) Write a Script
If you are recording an auto attendant or any recording message, write out what you want to say. This way you won’t forget anything you want to say. You’re also guaranteed that the entire message will sound more fluid and natural.
5) Talk with Someone
Unsure of the best call flow options for your company? Call flows are often categorized by industry, so if you’re struggling with a specific part, ask Momentum what other people in your industry are doing or reach out to someone with a similar company. No need to reinvent the wheel!