All FCTC programs begin with a series of Call Flows, example telephone dialogue progressions with Common Steps and Example Wording. This is not scripting. Call Flows provide great flexibility while making sure the entire center becomes consistent in its customer contacts.

Call Flows Start The Development Process.

When we begin our work with a new client, we start by building a basic Call Flow for every major Call Type. We blend the steps and wording that you like about your current process with our new skills for a final, unbeatable Call Flow.

Call Flows Make The Rest of Development A Snap!

Once we have tested the new Call Flow, developing the rest of the training program is quite easy. Our job is to build the content that helps participants model the new Call Flows. This approach guarantees that every training element is "Need-To-Know," not just "Nice-To-Know."

Call Flows Become Great Job Aids For The Floor.

Not only do your new Call Flows serve as a great desktop support tool for your agents, they make excellent coaching tools for supervisors. To reinforce any new skill or step, the supervisor just points out the skill in question on the Call Flow. The agent then focuses on that skill until mastered. It really is that easy!

Learn More About Call Flows

For best results see our article on this subject; Call Flow Driven Training Development And Its Benefits.