A Call Flow is a route that the call goes through. From the phone number the caller dialed to talking to a live agent.
A Call Flow is programmed in the phone system. Here is a simple example:
- Caller dials 1-800-Road-Assistance
- The 1-800 terminates in the phone system on vector x.
- Caller hears a prompt: “Welcome to your Road Side Assistance, from service in English press 1. Bienvenue à votre ‘assistance routière, pour le service en français, faites le 2.”
- Caller selects 1.
- Caller hears a prompt: “Please note your call may be recorded for quality purposes. For Road Side assistance support, please press 1. For service and sales services, please press 2.”
- Caller selects 2.
- Call sent to Skill Sales. No agent available.
- Caller hears announcement: “Your call is important to us, please stay on the line to maintain your calling priority.”
- Agent available in Skill Sales, call route to agent.
May I take a second and talk about the waiting announcement?
- “Your call is important to us, please stay on the line to maintain your calling priority.” = a true statement.
- “Your call is important to us, you will be answered by the next available agent.” = false
I will be answered by an available agent, but the next one available? Your phone system knows I am the next call to be answered? If so, you are right. If this announcement is the standard announcement, this is a flase statement.