Call Flow

The Call Flow is set up like a Recipe and if you add all of the ingredients, you will find yourself always rising to the top on every occasion!

Here are the Ingredients to a Great Call. 

1. Greeting

   1. Thank you for calling [Brand], my name is_______, I see you are calling about [call type], may I have your name as it appears on the account?

   2. Acknowledgement

      1. Thank you [client's name], I'll be more than happy to help you with....

2. Verification

   1. Name and Email

      1. If no email on file, attempt to collect one.

3. Identify the client's needs  

   1. Listen to the client, ask probing questions, read the account notes, check the SOP.

      
      

4. Resolution Notes

   1. Account notes need to include not just what client needed but you assisted with.

      1. Ticket number? Appointment? Transferred? Advised to contact elsewhere?
         

5. Offer additional assistance

   1. Is there anything else I may assist you with today?
      

6. Closing

   1. Thank you for calling [Brand], have a great day.

Don't forget to offer Automatic Payment and My Account website on every applicable call!