Interactive Call Flows

Increase QA scores and decrease training time in your call center with step-by-step call flows

Empower your agents to resolve complex calls with minimal training

What is a call flow?

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.

How does a call flow help my business?

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). 

What improvements can you expect in your call center?

Simplify the call flow process and empower agents to work independently.

  • Consistent responses

  • Less agent effort

  • Perfectly designed calls

  • Greater insight

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1

Consistent responses

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.

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2

Less agent effort

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.

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3

Perfectly designed calls

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.

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4

Greater insight

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.

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Additional features

Call flows are reliable tools that help your agents generate consistent outcomes on every call.

decision tree

Create decision trees

Guide your agents through each decision on their call.

microphone

Provide prompts

Provide inline prompts to your agents so they know what to ask and say.

interactive checklists

Include checklists

Never miss a step with built-in checklists.

context

Add context

Quick access to additional information using foldable sections, pop-up links, and more.

FAQs

How will my agents use this?

Will this integrate with our systems?

Won’t this slow my agents down?

How long does it take to create a call flow?

How can call flows improve the metrics in my call center?

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See how call flows would work with your content

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.

Set Up a Meeting

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Ensure a successful launch

Designing the perfect call flow can be tricky and you have a lot on your plate. But once you get call flows launched in your call center your life becomes so much more productive. 

Learn how our implementation services can help you ensure a timely and successful launch.

Learn More About Implementation And Coaching Services

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What our customers are saying

“Our last class of newly-hired reps used ScreenSteps and it was the best our call center has ever seen.”

Terry | Chief Client Officer, BPO

Read a Case Study

“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.”

Yasmin | Call Center Supervisor

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“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.”

Stephanie Beal | Call Center Trainer

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Learn more about using call flows in your call center

Whether you want to speed up your handle time or reduce mistakes, see how interactive call flows can make the difference in your call center.

Ready to improve your agents' QA scores AND cut their training time in half?

Your call center is unique. Talk to one of our representatives to see if ScreenSteps is a good fit for you.