Inbound Call Flow

Question 1

Inbound Call Flow steps

Answer 1

1-Greet caller within 10 seconds
2-State your name
3-State the company's name
4-Obtain the caller's name
5-Use the caller's name
6-Determine call reason

Question 2

Inbound Call Flow example

Answer 2

“Thank you for calling Carrington Mortgage Services. My name is ____. May I please have your name?
Thank you for calling Mr./Mrs. ____. How may I help you?”

Question 3

Value Statement examples

Answer 3

1-“We appreciate you making time to call in today.”
2-“We value you and your business at Carrington.”
3-“You are a valued customer.”

Question 4

Empathy Statement examples

Answer 4

1-“I’m so sorry that happened.”
2-“That sounds very frustrating.”
3-“I’m sorry you’ve had to deal with this.”

Question 5

Transition Statement examples

Answer 5

1-“I’d be happy to look into that for you.”
2-“I can definitely help you with that.”
3-“Let me see what I can do.”