Interactive Call Flows
Empower your agents to resolve complex calls with minimal training
When your agent answers a call, do they know what to say? Or are they panicked because they can't quite remember how to handle a particular situation?
Think of a call flow as a roadmap that guides your agents to a successful outcome, even through the trickiest calls. No more putting the customer on hold to “research” answers or escalating calls to supervisors.
Imagine if your new agents were productive in half the time that it currently takes to train them. Interactive call flows help agents know what to say, ask, and do without any memorization.
While calls could go in a dozen directions, call flows help your agents handle each one of them. This means decreased training time, fewer mistakes, and better metrics (ie: QA scores, average handle time, average hold time, first call resolution).
Simplify the call flow process and empower agents to work independently.
Less agent effort
Perfectly designed calls
Turn complicated flow charts and call guides into simple step-by-step call flows. As the prompts lead agents to the correct responses, agents are empowered to work independently.
It also generates consistent responses and helps your agents — both new hires and tenured — eliminate mistakes for every call.
Cut back on flipping between screens and programs. When you implement your call flows alongside your call center software, you can easily search for answers on the same screen.
With full text search, your agents can find the exact call flow they need immediately. No more hitting CTRL-F to find instructions inside a giant Word document.
By providing what your agents need to say and ask, and showing them what they need to do, you can design the perfect call experience for your customers.
The intuitive software allows you to easily create and update your call flows — no PhD required.
Understand how your call flows are being used by employees. With the built-in reporting, you can see what is working and what needs to be improved.
This breaks down to which articles (call flows) are being viewed, who is viewing those articles, and which terms are being used to search for those articles.
Start outlining your call center's call flows with this free call flow template.
This template helps you break down the different parts of a call flow so that you don't miss a step.
You don’t have a lot of free time on your hands. The fastest way to understand if call flows can help your call centers is to see an example of your procedures in an interactive call flow.
It only takes a short, no-pressure meeting and we’ll do the heavy lifting so you can see how ScreenSteps will improve your call center.
Not ready to talk to someone? No problem. Explore our pre-recorded demo videos to see the ScreenSteps knowledge base in action.
“Our last class of newly-hired reps used ScreenSteps and it was the best our call center has ever seen.”
“All feedback from our reps has been beyond positive. My reps appreciate the step-by-step process and describe it as ‘dummy proof.’ Thank you for helping me bring my vision for our protocol revamp to life.”
“Our new reps didn’t have any first day jitters because they were using call flows. They were able to handle any call right out of the gate, and after a few weeks, our new reps had metrics that were better than our tenured reps.”
Your call center is unique. Talk to one of our representatives to see if ScreenSteps is a good fit for you.