The Basic Call Flow

in Customer Service
Michael Angelo Lorenzana Memoracion
Senior Operations Manager, Concentrix
 What is Call Flow?
Call flow is the path a conversation follows.
It’s how a conversation is handled.

A good call flow will:

• Lead to the best experience for your

prospective customers
• Ensure all important details are covered.
• Keeps the conversation on track.
Parts of Call Flow in Customer Service
1. Open the call
2. Apologize/ Empathize/Assure
3. Confirm and verify the account
4. Clarify/Acknowledge the issue
5. Resolve the issue & explain the solution
6. Offer additional assistance
7. Close the call
 Open the call
▪ Tone should be upbeat and enthusiastic
▪ Open with a proper and professional greeting
▪ State the Company Name
▪ Reassure the prospect has called the correct company
▪ Mention the Representative Name
▪ People like to know who they are speaking with
▪ Offer to assist
▪ People call because they need help.

“Jose Rizal University, Good Afternoon! My

name is Myco. How may I help you today?”
Empathize/Apologize/Assure
▪ Apologize and Empathize only when needed
▪ Follow the guidelines on how to
apologize/empathize effectively as previously
discussed
▪ Make sure that you are specific with your
apology and empathy
▪ Assure the customer that you are there to help

“I sincerely apologize for what happened. I know

how it feels to be in your situation. Let me go
ahead and help you with your concern.”
Confirm/Verify the account
▪ Get the customer’s account number
▪ Ask for the name on the account
▪ Verify if you are speaking with the account holder
▪ Account verification is a MUST to ensure you are
dealing with the rightful owner of the account. You
don’t want to process something which is for non-
account holder

“For us to get started, may I have your account

number and the name on the account. Am I speaking
with the account holder?
Clarify/Acknowledge Customer’s Issue
▪ Restate what the customer is calling about. This is to
validate that you are getting what the issue of the
customer is.
▪ Do not parrot talk! Rephrase
▪ Parrot Talking is repeating exactly what the customer
said

“I understand you are calling because your services

were disconnected despite full payment of your bill.
Let me see what I can do to have your services
restored.”
Resolve the Issue
▪ Ask clarifying questions. Probe.
▪ Take action
Resolve the Issue
▪ Connect to another department to get help when
needed
▪ Check your resources
▪ Escalate when necessary

“Mr. Customer, you mentioned that you have already

paid the bill in full. Did you make the payment online
or at the payment center? I ask because payments
through pay center takes two days prior to posting.”

“Have you already “power cycled” your phone? I you

have not, kindly turn it off and turn it on after a
minute.
Explain the Solution
▪ Articulate what you have done to resolve the
customer’s issue
▪ Educate the customer about certain
processes they are not aware of
▪ Explain what caused the issue

“Upon checking our system, there is currently

a technical issue within your area causing the
disconnection. However, our technical team is
currently working on it. Please expect your
services to be restored in 1 – 2 hours.”
Offer additional assistance & Close the call
▪ Recap the call when necessary
▪ Ask for further help needed
▪ Thank the customer

“I am glad that I was able to resolve your

issue. Is there anything else I can help you
with? Thank your for calling and have a
great day!
MOCK CALLS!