call flow script

call flow quality assurance

Opening/ Greeting This section reviews whether you used a standard greeting, captured all verification information, and thanked the customer by name for validating/providing their verification information.​

It is key to establishing a connection with the customer, and includes the required steps to begin the interaction, greet the caller, and set the tone of the interaction in a professional, personable and courteous manner.

Using the callers's name is a great way to build connection

As the new agent, follow these steps for the accepting the Consult and receiving the transfer after the Consult.

You will see a Consult come in as a call, press Accept. You MUST manually change your presence to Do Not Disturb to prevent any other calls while you are consulting with another agent. Consult with the first agent and get all necessary information such as: Order # Customer's Name Issue the customer is having The first agent will then introduce you to the Customer and begin the transfer. The Consult portion of the call is finished, click the Leave button. Enter a Wrap-Up Code. Click X to close out the conversation. Change your presence back to Available. Wait to be transferred (you will see the Unhold on your screen).

Receive the Transfer After the Consult Press Unhold to begin speaking with the customer and proceed with the call. Enter a Wrap-Up Code. Click Save & Close to close out the conversation.

Can't Complete a Warm Transfer? Articles KA-01096 and KA-03549 have instructions for transferring into a queue.

service

Agent Instructions Opening Thank you for calling Harry and David, my name is [FIRST NAME]. How may I assist you today? Birthday Sales Scenario I would be more than happy to assist you with placing an order. May I have your phone number? (wait for response) Thank you. Is this the phone number you typically use when calling us? (wait for response) May I have your first and last name and street address, please? (wait for response) Thank you, Rebecca. May I have your email address? Verify Customer Information (wait for response)​​​​​​ Thank you, and are you ordering for yourself or someone else today? (wait for response) May I have the phone number for the recipient, please? (wait for response) May I have their street address including zip code? Recipient Information Item (wait for response) May I have the first item number, please? (wait for response) Thank you, that is our Royal Riviera Pears for [PRICE]. This item will arrive by [DATE]. Would you like to add a nice bottle of wine? Greeting (wait for response) Would you like me to enclose one of our personalized greeting cards for only $4.99, or would you prefer the complimentary greeting on the shipping label? (wait for response) How would you like the message and signature to read? Just to confirm, your message will read: “Happy Birthday my friend! Love, Rebecca.” Is that correct? Telephone Special (wait for response) Are you ordering for anyone else today? (wait for response) For calling in today, you qualify for our [ITEM NAME AND DESCRIPTION], which is on sale for a limited time. It's a great value at only [PRICE]—a savings of [SAVINGS AMOUNT]! Would you like to add this to your order? (wait for response) Let me share a great way to save on this order and future ones! Our Celebrations Passport Program gives you free standard shipping and no service charge on thousands of eligible gifts across our entire family of brands—including flowers, gourmet treats, and personalized items. It’s just $29.99 for the whole year, and the benefits start immediately, so you’ll save on this order today. If you send gifts often or love treating friends and family, this is a fantastic value. Would you like to enroll and start saving right away? Passport Offer (wait for response) Your order total is [ORDER TOTAL]. CLICK TO MASK THE CALL May I have your credit card number and expiration date please?  And the 3- or 4-digit security code on your card please?  Payment CLICK TO UNMASK THE CALL Is there anything else I can help you with today? Thank you for shopping with [BRAND NAME] and have a wonderful day! Closing

Back

Opening Thank you for calling Harry and David, my name is [FIRST NAME]. How may I assist you today? Verify Customer Information I would be happy to assist you with your order. May I have your phone number? (wait for response) Thank you. Is this the phone number you typically use when calling us? (wait for response) May I have your first and last name and street address, please? Recipient Information (wait for response)​​​​​​ Thank you, Rebecca and may I have the name of your recipient? (wait for response) Thank you, I see your order for Susan. You mentioned that you wanted to change the item to 2 boxes of pears, correct? (change the item in the order) Okay I've updated your order to the 2 boxes of our Royal Riviera Pears for [PRICE]. This item will arrive by [DATE]. Item Telephone Special Are you ordering for anyone else today? (wait for response) As a thank you for calling in today, you qualify for our [ITEM NAME AND DESCRIPTION], which is on sale for a limited time. It's a great value at only [PRICE]—a savings of [SAVINGS AMOUNT]! Would you like this for yourself or someone else? Payment (wait for response) Your new order total is [ORDER TOTAL]. CLICK TO MASK THE CALL I'll be charging it to your credit card ending in 1111. Is that OK? Closing Is there anything else I can help you with today? Thank you for shopping with [BRAND NAME]. It's been a pleasure speaking with you today, have a wonderful day!

sales

Agent Instructions Opening Thank you for calling Harry and David, my name is [FIRST NAME]. How may I assist you today? Congratulations Sales Scenario I would be happy to help you place an order your sister. May I have your phone number? (wait for response) Thank you. Is this the phone number you typically use when calling us? (wait for response) May I have your first and last name and street address, please? (wait for response) Thank you, Kole and may I have your email address? Verify Customer Information (wait for response)​​​​​​ Thank you, and mentioned that you wanted this order to go to your sister, is that correct? (wait for response) May I have her phone number please? (wait for response) Thank you, and may I have her street address including zip code? Recipient Information Item (wait for response) Thank you, I have add the Wild Alaskan Sockeye Salmon to your order for [PRICE]. This item will arrive by [DATE]. (wait for response) Would you like me to enclose one of our personalized greeting cards for only $4.99, or would you prefer the complimentary message? (wait for response) How would you like the message and signature to read? Just to confirm, your message will read: “Congratulations on your graduation! Love, Kole." Is that correct? Greeting Telephone Special (wait for response) Are you ordering for anyone else today? (wait for response) For calling in today, you qualify for our [ITEM NAME AND DESCRIPTION], which is on sale for a limited time. It's a great value at only [PRICE]—a savings of [SAVINGS AMOUNT]! Would you like to add this to your order? (wait for response) Let me share a great way to save on this order and future ones! Our Celebrations Passport Program gives you free standard shipping and no service charge on thousands of eligible gifts across our entire family of brands—including flowers, gourmet treats, and personalized items. It’s just $29.99 for the whole year, and the benefits start immediately, so you’ll save on this order today. If you send gifts often or love treating friends and family, this is a fantastic value. Would you like to enroll and start saving right away? Passport Offer ok I'll add the coupon to your order. (wait for response) Your order total now is [ORDER TOTAL]. CLICK TO MASK THE CALL May I have your credit card number and expiration date please?  And the 3- or 4-digit security code on your card please?  Payment CLICK TO UNMASK THE CALL Is there anything else I can help you with today? Thank you for shopping with [BRAND NAME] and have a wonderful day!