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CALL FLOW
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What is a Call
Flow?
“ A Call Flow is a guide that
agents use to handle
customers on the phone.

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“

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“ A call flow is a road map to
how calls will be handled from the
moment they enter the phone
system to the end of the call.

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“

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 Why is Call Flow
Important?
A Call Flow is essential to every call
center, since the service they
provide builds their brand image
and sets forth the quality of the
offerings they promote.

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 Three Main Parts of a
Call Flow

OPENING

BODY

CLOSING

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 OPENING

This includes greeting the customer,

saying the brand (name of the
company), the agent’s name and
offer of assistance.

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 OPENING

It is essential that a strong opening

statement should be observed by
the customer since this sets the
tone of the call.

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 OPENING

1. Greetings (Greet the customer)

2. Branding (State the company

name)

3. Introducing yourself (State

your name)

4. Offering assistance (Ask how

can you help)

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 BODY
This is the meat of the call.

This is the part where the customer’s

concern is given appropriate resolution.

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 BODY
Before an apt solution is provided, the
agent should paraphrase the
customer’s issue to ensure accuracy
of action.

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 BODY

This comprises a big bulk of customer

satisfaction, too.

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 BODY
1. Paraphrase (Verify the issue)

2. Probe (ask relevant questions)

3. Empathize (Acknowledge
customer's emotion and be
Polite and courteous )

4. Solution (Provide Clear and

concise instructions and
resolutions)
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 CLOSING

￮ If an agent started strong, he should

end strong, too. Closing includes a
recap, offer of assistance and
closing spiel.

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 CLOSING
An agent should not “wing” the call.
Courtesy should be observed from
beginning till the end.

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 CLOSING

1. Issue recap
(summary)

2. Offer additional
assistance

3. Closing (Thank the

customer and state
the business name)
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 How does Call Flow
Enhance Productivity?
 How does Call Flow
Enhance Productivity?
1.) Saves Time

2.) Promotes Accuracy

3.) Deliver Result

ACTIVITY
Pair Work

Option A.
Learners will pair themselves, one will act as a customer
while the other one is the agent, they will make a recording
or write a dialogue comprising a good call flow.
Option B.
Learners will group themselves into Three. Group 1 will write
a dialogue on the opening part, Group 2 on the body part,
and Group 3 on the closing part. They will have 5 minutes to
discuss their answers to their groupmates before writing their
final dialogue on the board. The winning group will get the 22

major prize.
 1. For 3 pts. what are the 3
main parts of the call flow?
TEST
2. For 3 pts. how does call flow
can enhance your
productivity?

3. For 4 pts. Write about

significant lesson you have
learned about the topic for
today.
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ANSWER
KEY 1. Opening, Body and Closing
2. Save Time, Promotes
Accuracy, Deliver result.

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ASSIGNMENT
Watch the video about Bad call vs Good call for web
https://m.youtube.com/watch?v=t4w46RPukbc
And answer the following questions

1. Did the agent make use of the proper call flow

process before he was given the proper training?
Yes, or No

2. What has changed after he has given proper

training?
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3. Write your insights about the video?
Thanks!
Any questions?

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