Call Flows 101: Common Types & Tips for Easy Setup

Call flows are what get your customers off the starting block. 



They ensure a smooth journey from the moment they dial your  company’s phone number  to the point they get connected to a customer service agent, sales team, or whoever is the right person to answer their call.



They can be as simple as dialing a number and being greeted by a receptionist. But they can also be complex, with custom menus and multiple options to hop between.



Here, we detail how a call flow works, tips for handling  inbound calls  efficiently, and examples of common strategies for call routing.



What Is a Call Flow?



A call flow is the path you direct your customers down when they dial your number or call your contact center.



From the completion of the number being dialed to connecting the caller to a live agent, you can apply directions, include messages, and offer callbacks inside a preconfigured call flow.



Call flows include interactive voice responses (IVRs), where callers can choose from the numeric dial pad options. They also include different types of routing (such as round-robin, time-based, and skill-based), making up an entire call management system if you so choose.



The conversation flow will vary depending on the caller’s input. If a caller chooses a specific option, they’ll get routed to the respective team or contact center agent.



If there is no input, you can automatically route the call to a human or a new menu.















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Call Flows 101: Common Types & Tips for Easy Setup

















How a Call Flow Works (in 6 Steps)



From simple to complex, there are a number of steps in every call flow. It’s important to understand how each one fits into the process so you can add layers or remove friction



1. New business call comes in



All call flows are triggered by someone making a call to your phone number.



This could be your local number, a non-geographic number, or even a custom vanity number. 



Whatever the number, it will connect to your phone system, recognize it as a main call flow number, and apply the sequence you’ve preconfigured.



This might be a direct connection to a team or more menu options.



2. IVR activates



The main number on your phone system is set as your  IVR  number. Every time someone dials this number, they will be greeted by your IVR menu.



Here, you offer a welcome message and options for the caller to choose from.



These could be simple options, such as 1 for sales, 2 for customer support, and so on.



You can also use voice input, where the caller can state their reason for calling. These are called “intelligent IVRs” and can do more than just accept key presses.



Setting up IVR call flow in Nextiva


3. Caller inputs



When all your options have been read aloud, the caller selects their desired option using a key press or their voice. 



At this stage, you may have a secondary menu to help qualify exactly which team you should route the call to. 



For example, there is a difference between sales and renewals. Choosing option 1 for sales might be a reflex option for some callers.



Breaking down the different types of sales teams in the next menu will help them get through to the most relevant contact.



4. Call routes



Your back-end  phone system setup  recognizes the key press or voice command and transfers your caller to the preconfigured destination. 



This could be an individual, a department, a queue, or a custom group.



A call route example


If the  call routes  to a queue, you have several options.



4a. Add to a call queue



If nobody is available to take the call center call immediately, callers can be placed in a queue.



It’s common practice to offer hold music. The purpose of this music is to reassure your caller that they’re waiting for an answer. On the other hand, silence might make them think their call has been disconnected.



An alternative to music is a comfort message. This can be as simple as stating, “Your call is important to us, and someone will be with you shortly.”



The music or message stops when the call is connected to an agent.



4b. Connect to an agent



Following successful call routing, with or without queuing and hold music, an agent answers the call, completes identification, and may start authentication for the account.



Unlike traditional business phone systems,  enterprise VoIP phone systems  help call center agents by presenting caller information such as the phone number and which queue they came from.



If you’re using computer telephony integration ( CTI ), detailed caller information will pop up on the agent’s screen, such as their name, company name, and details of past transactions.



If you’re using a CRM, you can choose to integrate the systems and enable access to all available information.



Nextiva seamlessly integrates your CRM and business phone system


The start of the call is the point at which call recording kicks in. Customer conversations don’t get recorded until this point.