1.1 - What's a call-flow and how do I get started?

Christina Dechent
Christina Dechent
  • Updated

A call flow refers to the specific path that an incoming call follows when it reaches your hotline, focusing solely on inbound calls and excluding outgoing calls. It encompasses each step, intersection, and condition encountered along the way.

Considering the broad nature of this definition, it's essential to determine how your call flow should be structured. Find a quiet space where you can engage in brainstorming. Equip yourself with a notebook, a piece of paper, or a whiteboard—whatever medium suits you best. If you're new to this process, consider collaborating with a colleague to enhance the brainstorming experience.

Begin by creating a simple outline. As an example, you might visualize a scenario where callers are prompted to select the reason for their call, subsequently being directed to a specific group of agents based on their input. This initial representation could resemble the diagram below:


When it comes to documenting the initial steps of your call flow, there are various options available, especially if you're not comfortable with drawing diagrams. One alternative approach is to provide a written description that focuses on the customer's experience. For example:

"An English-speaking customer contacts our hotline and is greeted with a warm welcome. They are informed about the call being recorded and then presented with a menu to select their reason for calling. The options include '1 - General reservation requests,' '2 - Changing a booking,' or '3 - Support with a user account.' Using an Interactive Voice Response (IVR) system, the customer selects option 2 and is seamlessly connected to a representative specializing in handling reservation changes."

Alternatively, you can shift your perspective and outline the agent's experience when handling an incoming call. Consider what you want the agent to see and hear upon answering the call. Here's an example:

"The agent answers the phone and immediately identifies the caller as Jill Conner, who requires assistance with her account. Before connecting the call, the platform provides a helpful prompt indicating that the caller is an English speaker. This feature, commonly known as 'Whispering,' equips the agent with essential information before engaging in the conversation."

Feeling unsure about where to begin? Don't worry; here are a couple of suggestions to gather inspiration. Take some time to explore the customer hotlines of services you admire. Call their helplines and attentively listen to their call flows. Take notes, identifying aspects you appreciate and areas that could be improved.

Alternatively, reflect on your past experiences when contacting customer support, recalling both positive and negative encounters.

Once you are satisfied with your high-level description of the call flow, which entails having a general understanding of the desired call progression, you have successfully completed the first part of this tutorial. You can now proceed to the next part, where we will delve deeper into the topic.

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