Call Flow 1. Greeting: Live Agent: Thanks for calling to _______________ (company name). This is ____________ (agent’s name), how can/may I assist you today?" 2. Caller Identification: Request the customer's name and, if applicable, an account or reference number. Issue Identification: Ask the customer, how can I assist you today? ((take notes about the customer issue)) Listen actively to the customer's concern or inquiry. 3. Issue Clarification: Ask open-ended questions to gather more information about the issue. Summarize the customer's concern to ensure understanding. 4. Troubleshooting/Resolution: Provide information, instructions, or resolve the issue based on the customer's query. Follow company guidelines and procedures to address the customer's needs. 5. Confirmation and Assistance: Confirm with the customer if the issue has been resolved or if additional assistance is required. Offer further support, options, or alternatives as necessary. 6. Documentation: Log the call details and the resolution in the system for future reference. 7. Closing: Summarize the key points of the call. Thank the customer for choosing __________ (company name) and express your willingness to assist in the future. 8. Survey (Optional): Offer the customer an opportunity to participate in a post-call survey to gather feedback. 9. Farewell: Thank you for choosing _____________ (Company Name). Have a great day." 10. Follow-Up (If necessary): If additional steps are required, arrange for callbacks or transfers to relevant departments.