Simple Call Flow Script
Small call center is looking for a simple php program to help our team follow our call flow procedures and generate accurate memo of events that occurred.
This is a sample of what our call flow looks like:
Greeting the customer >> Validate Customer’s Identity >> Listen to Customer Concerns >> Clarify Customer Request >> Resolve Customer Request >> Confirm All Modification on the Account >> Request Email >> Offer Additional Sales >> Ask if Customer need other help >> Close
The call flow is subject to change any time. Therefore, we need the ability to change the step by step process of this program at any time.
This program should lay out the call flow procedure for its users, as well as pop up with a window that guides the user through a step by step process that ensures they conform 100% with the call flow model.
As the user moves through various steps of the call flow, there should be different tools supporting the user:
Call flow support: this is the basis of the program. The program should allow the user to summarize the user’s request, sense out keywords, and refer them to a specific help document.
Timer: Sometimes during our call flow, we need to put the customer on hold, but we also want our team to limit the amount of time customer is on hold for. The timer will start as soon as a customer is on hold, and remind our team members to go back to the client after two minutes (please allow option to change the amount of hold time before reminder)
Outcome tracker: allow agent to briefly summarize how they resolve the customer’s request.
Multiple Request support: If the customer has multiple requests, this program will allow user to enter another request, and provide call flow support to the team member.
Sales tracker: This program should ask if an offer is made, what is offered to the client, and what is accepted.
Memo generator: After a call, this program should be able to summarize everything that has happened in the call, and create an accurate memo describing everything that has happened.
Performance Report: At the end of the day, the report should ask for the amount of hours worked, and generate a daily report indicating:
1. how many calls the user took
2. how long on average is each call
3. The agent’s overall quality for the day
4. the agent’s revenue per hr and closing percentage
5. a detail report for each call on an itemized list for the agent and the manager to review.