Mastering Call Flow: The Ultimate 9-Step Telephone Strategy for Contact Centers

There is no doubt that the telephone is one of the best branding tools available. A telephone call gives you 3-5 minutes of your customer's undivided attention. When you get the interaction right, you can create a memorable experience, generate positive word-of-mouth advertising, and build customer loyalty, which results in increased profits. It usually takes a call strategy or call flow to get the interaction "right.".

When implementing a customer-focused culture in contact centers, we use this 9-point plan. This call strategy aims to create a warm, efficient experience with customers. This should be helpful as you work on creating a customer-focused culture.

1. Standard opening

• "Good morning" or "Good afternoon. Customer Care. This is Penny."
• "Good morning. Customer Care. This is Penny. How may I help you?"

2. Acknowledge concern when appropriate

• "I can understand how frustrating it is when your rental car breaks down."
• "I realize how complicated it is to... "
• "I cannot imagine how upsetting it is to... "
• "I know how confusing it must be when... "

3. Acknowledge a compliment when appropriate

• "Thank you. We love hearing from our satisfied customers."
• "Thank you for taking the time to share your experience with us."

4. Maintain control (and put customers at ease) with assertive statements

• "We appreciate customers who let us know when things aren't right."
• "I can help you with that."
• "The first thing we need to do is... "
• "I can certainly get that information for you."
• "I would be happy to report that for you."
• "I can get that information for you."
• "I'm glad you called today."

5. Bridge to questioning

• "To determine what happened, I will need to ask you some questions."
• "Do you mind if I ask you some questions so we can figure out what has happened?"
• "So I can assist you, may I ask you a few questions?"

6. How to ask questions

Use please and thank you

Be friendly and conversational-don't have an "interrogation" style

• "May I have your zip code, please?"
• "Thanks. I have one final question."

7. Recap and provide the next steps

• "I will mail you a $50 gift card. You should receive this gift card in 7-10 business days."
• "I will research this and call you back at 918-398-9368."

8. Ask, "Is there anything else?"

• "Ms. Williams, may I help you with anything else?"
• "May I help you with anything else, Mr. Smith?"
• "Do you have any additional questions, Mrs. Jones?"
• "Is there anything else I can help you with today, Mr. Davis?"
• "Ms. Brown, how else may I help you today?"

9. Standard closing (include some form of thanks and company name)

• "Thank you for calling XYZ Company. Good-bye."
• "It was my pleasure to help you today, Ms. Golden! Have a fantastic afternoon!"

For more help with delivering the best customer experience in your contact center, check out my Customer Service Master Class!