When you are looking to set up a call flow, it is important to remember that you are not just configuring a series of applications. Every configuration and change to the call flow structure affects the real experience a caller has.
In the interest of optimizing this experience, this article will provide some basic tips and principles which can be applied to the call flow.
Business processes vary, and each flow will be different; however, all experiences can be improved. It is with this in mind that questions of design should be approached.
1. Things to take into account from the start:
- The frequency and importance of each call reason.
- Your methods/channels of handling a call (web, IVR, SMS, voice); which ones you prefer to use for each call type.
- Your overall aims with the design: e.g. to provide lots of voice support; to optimize call center spend.
These questions should always be your starting point, because the design should be dictated by a) the desired function and b) the best possible caller experience. Once you have outlined the fundamental scope and aims of your telephony processes, the next stage is implementation.
Once you have defined your aims and the conditions of your processes, begin designing based on the following principles as they apply to your flow:
- If lots of people call with a specific call type (i.e a particular problem), offer a service for that call type early in the flow.
- If you want to redirect certain calls to another channel, inform callers as early as possible in flow.
- If there are, say, 7 overall service options but 3 of them are not very common, put these less common ones in a second menu (one 'tier' down).
- No one likes to have to do mental work on a call: keeping track of long menus, lots of information, etc. So keep each interaction and decision short and sweet.
This method can be outlined into a rough process, which can be followed and repeated to continually improve your call flow on the babelforce platform:
- Plan with the data you have
- Apply the principles above based on the data and theory
- Repeat from step 3