When you write call flows, they can either be written out like a script in a basic Word document or they can be flowcharts that visually show the decision tree path.ĭeciding which tools are the best for diagramming your call flows depends on if you want a flowchart view or a step-by-step procedure.Īs the Director of Transformational Services at ScreenSteps, I’ve been introduced to a variety of call flow diagram tools as I’ve helped companies transfer their information to their ScreenSteps knowledge base. What agents might not realize is that writing those procedures and call flows can be time-consuming - especially if you don’t have the right tools.Īnd, there are good ways to write call flows and better ways to write call flows. Every call center manager knows that agents need resources to help them get procedures right on their calls.
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