Look at how we simplified a call flow with a simple flow diagram that leads a user through a conversation step by step. Check out this solution for processes improvement in contact center.
Call and contact centers of all industries and sizes have some variation of a call flow integrating chat, email or texting into their centers.
We decided to simplify an agent’s roadmap by a simple diagram that tells them exactly which direction they need to follow from the minute they answer the phone until the end of the call. Check out the solution overview to find out call flow diagram features for contact center.
|Business need||user journey map and user flow|
|Scope||concept design, UI/UX, interactive mockups|
The map includes directions such as what questions to ask, which actions to perform and whether the call needs to be escalated to a manager. Depending on the business’s or customer’s needs, the call flow may have additional or fewer drag & drop components.
We reconciled the possibilities of GoJS with the client’s expectations by adding several controls in the property sidebar, such as customer source, location, mailbox, or tags. Thank’s to it creating call center flowcharts is effortless and intuitive.
The solution operates on many input sources, like phone calls, chatbots, emails, or even video calls and make customer service more diverse. The AI and Voice recognition involved in it enables process automation.
The Call Flow Diagram satisfies major call or contact centers’ needs. It gives you an intuitive platform where you can create a flow diagram using simple drag and drop elements and objects. It’s a helpful tool for all organizations that deal with indirect communication with clients on a regular basis.
The tool enables creating, managing, and controlling complex and straightforward call flow and increase customer service. Consequently, call or contact centers can satisfy clients much faster and reduce workload.
Intuitive flowchart for better processes understanding and management
Visual modeling of processes in call and contact center
Effective and functional customer service
A call flow diagram is a visual representation of the sequence of steps and interactions involved in a telephone or communication system. It illustrates the path of a call or communication from the initiation to its completion, including the various decision points and possible outcomes.
The steps in a call flow typically include call initiation, call routing, call processing, call transfer or forwarding (if applicable), call termination, and post-call actions or follow-up procedures.
A typical call flow involves the caller initiating the call, the call being routed to the appropriate destination (such as another phone or a voicemail system), the recipient answering or rejecting the call, and the call ending with either a conversation or a voicemail message.
The four parts of a call typically include the calling party (caller), the called party (recipient), the signaling system that handles the call setup and control, and the media system that carries the actual voice or data during the call.
An example of a call flow diagram could be a customer calling a customer support hotline. The diagram would show the steps involved, such as call initiation, IVR (Interactive Voice Response) system interaction, call routing to an available agent, agent greeting, issue resolution, and call termination.
What is a call flow diagram in software engineering? In software engineering, a call flow diagram represents the sequence of function calls or interactions within a software system. It illustrates the flow of control or data between different components or modules, helping developers understand the behavior and dependencies of the system.