Congratulations on completing the initial sections! Now, let's delve into a more advanced step-by-step description of a call flow. This flow will not only consider opening times but also incorporate another calendar and the caller's reason for calling, combining the concepts we discussed in previous sessions.
We'll also introduce a multi-language component. Let's get started!
⇒ A call comes in
As in the previous section, there's more to the incoming call than simply being forwarded to the next part. Before the caller reaches the IVR ("Select reason" section), several background processes occur:
- Opening times are checked.
- Holidays/closed days are checked.
- The caller's origin is analyzed.
When creating your own flow, it's crucial to consider everything that happens before offering the customer the option to choose a call reason. Let's use the concrete example mentioned earlier:
The caller connects to the platform:
- First, the opening times are checked. What happens if we are outside business hours?
- Is there a different process if the service is closed due to a holiday or other reasons?
- Additionally, the customer is calling from an American number. Although your usual service is in French, you also offer English-speaking support. Therefore, you want to ensure that the customer is directed to an English announcement instead of the French IVR.
In technical terms, these are the checks performed:
- Opening times = true or false?
- Any other calendar = true or false?
- Callers origin = US?
- None of the above applies?
⇒ The caller reaches the first audio prompts and the IVR
Based on the opening times, calendars, and caller's origin, the call will follow different directions in the flow.
The order in which we set up the call flow is crucial. Since you offer an English flow as well, it's essential to test the caller's origin first. Imagine someone calling from the US after hours and instead of hearing the after-hour audio prompt in English, they receive a French message. Therefore, remember that the order matters when building the call flow with babelforce.
Now, let's focus on the theoretical part. There are six possible paths the call might take at the first intersection. Here's why:
1. After hour calls:
- US caller calling after hours: Forward the call to an English After Hour prompt.
- Non-US caller calling after hours: Forward the call to a French After Hour prompt.
2. Non-business day:
- US caller calling on a non-business day: Forward the call to an English Non-Business Day audio prompt (or use the same prompt as for the After Hour case).
- Non-US caller calling on a non-business day: Forward the call to a French Non-Business Day audio prompt (or use the same prompt as for the After Hour case).
3. Your service is open
- US caller: Send the caller to an IVR with an English audio prompt.
- Non-US caller: Send the caller to an IVR with a French audio prompt.
You might be wondering what happens to calls that reach your service after hours or on a non-business day. There are several options:
- Calls end after playing the audio prompt.
- Offer the customer a call-back the next day or when you are open again.
- Allow the customer to leave a voice message.
⇒ The IVR choices
Once calls enter the IVR, we have two parallel flows: French and English. However, after the IVR, the flow will split again, resulting in six different paths.
These are the available paths the call can take next:
- US Call to Support
- US Call to Sales
- US Call to Tech
- French Call to Support
- French Call to Sales
- French Call to Tech
It's relatively straightforward—no black magic involved.
Your goal is to direct the call to the right agent who specializes in the task and speaks the caller's language.
However, as you learned in the previous section, this doesn't always happen.
⇒ Queuing and ending the call
At this point, the caller is identified, for example, as a French caller who wants to speak to Support. But what if all your agents are busy or unavailable? Here are a few options:
- If the French Support queue has no available agents, forward the customer to a prompt asking them to call back later or send an email.
- Alternatively, allow the customer to wait, hoping that an agent becomes available within the next 5 minutes. If not, redirect the call to a similar prompt as mentioned above.
- Offer the customer the option to send an email or request a call-back while they wait, while keeping the call in the queue.
- Keep the call in the queue without any notification or ending.
There are other possibilities, including call overflow to external partners or different internal queues, but this serves as an overview. Almost anything is possible.
Before concluding this process, consider the following:
- What does the customer hear while waiting? Music or ringing?
- What does the agent hear before the call is connected, if anything at all?
This completes the extensive call flow. We hope this example assists you in analyzing your own flow. Find the summary of the key steps below.
|Language||Step 1||Step 2||Step 3|
|French Call||Call after business hours||French "After Hours" prompt plays, call ends|
|Reaches service on a non-service day||Hears a French After Non-service day prompt, call ends|
|Reaches IVR and selects Support/ Sales or Tech||Directly connected to French Support/ Sales or Tech agent|
|Reaches IVR and selects Support/ Sales or Tech||No agent available, call is placed in queue and hears wait music||Eventually connected to French Support/ Sales or Tech agent|
|Reaches IVR and selects Support/ Sales or Tech||No agent available, call is placed in queue and hears wait music||Reaches maximum wait time and hears French sorry prompt|
|English Call||Reaches service after business hours||Hears an English After Hours prompt, call ends|
|Reaches service on a non-service day||Hears an English After Non-service day prompt, call ends|
|Reaches IVR and selects Support/ Sales or Tech||Directly connected to English Support/ Sales or Tech agent|
|Reaches IVR and selects Support/ Sales or Tech||No agent available, call is placed in queue and hears wait music||Eventually connected to English Support/ Sales or Tech agent|
|Reaches IVR and selects Support/ Sales or Tech||No agent available, call is placed in queue and hears wait music||Reaches maximum wait time and hears English sorry prompt|
Good to know if you test your flow later on:
This table summarizes the three different IVR-Routes in one. For the beginning, this is no problem, especially if you use the same rules for all queues and have the same flow rules.
However, if you complete your call flow and you want to test it, you need to write down every single possible way a call might take. How you test your call flow will be the topic of another chapter.
Next, we will be looking at sketching out your automation and integrations (which will be a very similar approach to what you already learned so far). So whenever you're ready, let's go to the next section.