We hope by now, you already feel comfortable describing your call-flows. You should already know how the call flow you would like to implement for your service center should ideally look like.
However, only half of the job is done if you also want to record all your calls in your CRM or helpdesk. But don't worry, it's gonna be much easier because you've probably been working with your helpdesk or CRM for a long time and you know exactly how you would like the call processes to look like.
But let's discuss vocabulary, first:
Integrations: babelforce offers the possibility to integrate with your CRM or helpdesk. Depending on which system you are using, babelforce can create tickets and users but also log files for all kinds of events. For instance, a call comes in and every new call creates a ticket. If you are not using any software for your service, you could also have an email or SMS sent.
Automations: Moreover, with babelforce you are able to add event-specific ticket updates, tags, or have any other kind of action happening that your CRM allows. The automation helps you to visualize your processes and also enables you to keep your reporting up to date.
Let's make that a little less theoretical and start the same way we did with the first call flow design: get a pen and a piece of paper and some quietness. Now, try to think about what happens in your system when a call comes in. Let's start with some basic events:
- A call is initiated
- A call is successfully connected
- A call is not accepted at all
Again, be very broad, you don't need to be too specific (that part will be done in the next section). It could look like that:
And now let's try to put these events into words:
- For each new incoming call, create a new ticket
- For each call that wants to connect to Support (it could also be Sales, etc.), I want to have some kind of information on the ticket (ticket update)
- Whenever a call is connected to a representative (call accepted), update the ticket with the information that the call was connected
- For each call not connected to an agent (call lost), update the ticket accordingly
If you are not sure how to get started, think about your employees taking the calls, first.
- What do you want them to see if they connect to a call?
- Should they be able to see which customer is calling?
- Should they see the user's call history?
Next, try to think of your reporting. What data do you want to analyze, are there any Key Performance Indicators (KPIs) you are already measuring? What kind of KPIs would you like to introduce but were not able to do so because your current setup doesn't give you any leeway?
- How can you create reports with your CRM or helpdesk, what are the parameters? Ticket groups, ticket subject, tags?
- Do you want to measure how many calls you receive per day for which reason?
- Do you want to know the abandoned rate (how many calls were not taken)?
Try to figure this out first. Best you try putting yourself in the shoes of your agents - integrations should be in their interest! They should give your agents the possibility to review customer data and communication histories. Automations are mainly for your reporting. Try to think beforehand about what you would like to measure and with which means this would be easiest to achieve.
babelforce can implement almost all processes, however, you need to define what you wish the outcome to be, first. And as you will learn on the way, many things are pre-built but sometimes you will need to put in some more effort to make something work the way you want it.
Have you completed the task? Let's go to the next section and tackle some actual processes.