Call Flows
Create custom inbound call handling flows for your business.
Our integrated Call Flow builder helps you build custom call handling logic that fits your business. Build a unique call flow for how you’d like to handle incoming calls.
What Are Call Flows?
A call flow is a step-by-step process of how inbound calls are managed in the phone system of your business.
Simply stated, call flows are the paths calls take from the moment customers make the calls and enter your phone system until their question or query is resolved.
A call flow builder enables you to control how calls flow in your communication system.
When you are contemplating how your call flow should be structured, consider both the complex and simple customer interactions your business often encounters. This information will guide you to creating call flows that result in satisfied customers and happy call recipients.
When clients or customers make calls to one of your call tracking phone numbers, well-designed call flows will increase efficiency, save time, and give them control as to which department in your business they wish to reach.
Every business requires different call flows, and our top-notch call flow builder allows you the opportunity to create a flow process that will optimize the communication system of your business and your call tracking efficiency.
Call Tracker’s Call Flows Features
- Add greeting for your caller to announce sales or support information to callers.
- Call forwarding that allows you to send calls to multiple recipients.
- Call recording to listen to call details and review even after the call has ended.
- Forward the call to multiple recipients with optional ring timeout handling.
- Pre-answer "Whisper Messages" for the call recipient marketing channel context when answering the phone.
- Voicemail integration to allow your callers to leave a voicemail for missed calls.
- Voicemail notifications and transcriptions for easy access on the go or share with your team.
Call Recording Gives You Highly Valuable Feedback
Recording a sales call may seem like a simple tool, but it offers your company an abundance of opportunities. Beyond simply improving training measures or monitoring employee behavior, it can give you true insights into building better marketing strategies.
Listening to your recorded phone calls will allow you to pinpoint the keywords and the advertising methods that are striking a chord with your customers. You can get concrete data on what marketing efforts are getting your customers to pick up the phone. It can also help your sales team hear where they are excelling and where they need a little improvement to close the deal.
Call Recording Gives You Highly Valuable Feedback
Recording inbound phone calls may seem like a simple tool, but it offers your company an abundance of opportunities.
Beyond simply improving training measures or monitoring employee behavior, it can give you true insights into building better marketing strategies.
Listening to your recorded phone calls will allow you to pinpoint the keywords and the advertising methods that are striking a chord with your customers.
You can get concrete data on what marketing efforts are getting your customers to pick up the phone. It can also help your sales team hear where they are excelling and where they need a little improvement to close the deal.
When your company has onboarded, for example, a significant number of customer service reps, recording can help your employees improve first call resolution during training time to provide an overall better customer experience.
Larger call center software may also benefit from incorporating additional features, like interactive voice response, into their call flow.
How Can Your Company Benefit From A Customized Call Flow
You can use a call flow designer to create tailored call flows to ensure an excellent customer experience so customers will regard your business with respect and positivity.
Well-built call flows will move fluently down the call flow through a step-by-step process that will easily route calls to the right person.
To understand what an adequate call flow designer can do for your business, consider the following example of a high-quality call flow:
You have a contact center in each of a number of different locations around the world, and you want to ensure good customer service in every contact center.
With our call flow builder, you can create a call flow according to location-based routing or geo-routing rules.
With this call flow, call routing will ensure that inbound calls displaying specific locations and caller IDs will be forwarded to a nearby service team in the time zone of the caller.
Furthermore, suppose your business has numerous departments interacting with customers, such as technical support, customer support, advertising, and billing.
With our call flow designer, you can create a call flow process that makes it easy for a caller to navigate their way to the right department.
You can implement an interactive voice response that provides a caller with the ability to select the department they want to reach. For example: press 1 for Customer support, press 2 for the Sales department, and press 3 for Billing information.
With our call flow designer, large and small businesses can manage leads, avoid missed calls, and track calls more efficiently.
Inbound Call Tracker Call Flows Features
1: Pre-answer Whisper Messages
Adding whisper messages to your call flow allows your team members to understand the prompts for the incoming calls immediately.
This allows the team to tailor their sales approach for the customer before they even answer inbound calls.
The whisper message plays immediately before the call with the customer is connected. It doesn’t add significantly to their wait time, but it does tremendously help your sales approach.
The message can give the team member insight into what marketing channel triggered the call or where the call was originated, such as a social media channel or a billboard advertisement.
If you are running a multitude of marketing campaigns and receiving a high call volume, whisper messages can be a very valuable additional feature in your call tracking software.
2: Include Custom greetings
Our call flow builder gives you the option to add custom greetings that customers or clients will hear right before they are connected to your team.
You can add custom greetings by uploading a file you would like to play or using our text-to-speech feature.
If you are also recording inbound calls, your custom greeting should clarify this to your customer before calls are connected.
For example, you can incorporate something like, “This call will be recorded for quality assurance purposes.”
3: Forwarding Customer Calls
When you first start setting up your call flow for inbound calls, one of the first things you need to do is set up your call forwarding preferences on our user management system.
Our call flow builder allows you to provide the destination number to which your inbound calls should be forwarded.
The phone numbers you select can be anything from your call center company to your sales team.
4: Add Voicemail To Your Call Flow
If a caller could not get through to a recipient by calling your call tracking number, you have the option of incorporating a voicemail into your call flow.
As with your custom greetings, you have the option of uploading a file containing your voicemail message, or you can use our text-to-speech feature.
5: Use Call Flows For Inbound Call Handling of Your Tracking Numbers
Now that your call flow is set up, you can use your call flows to handle inbound calls to your tracking numbers.
To do this, go to your tracker settings and update Inbound Call Handling to use your newly created call flow.
As you can essentially have as many tracking numbers as you like, you can attach these numbers to call flows in bulk.
You may choose to assign many numbers to one call flow or use a multitude of call flows for different purposes.
This feature facilitates the scalability of your business and makes for an excellent call center solution.
Read more about Call Flows and Voicemail.