Intro to Contact Flow

Intro to
Contact Flow

F.L.O.W.S.

Complete each incoming call using the accronym

on...

• Who's on the contact

• Acknowledgment of the concern

• Anticipating their needs

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or create a Customer Record

• For verification

• And correct communication

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the newly created case

• To categorize the issue

• For documentation

• For reference and review

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the case

• Gather data

• For departmental reporting

• To prioritize problems

• Provide a resolution

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the case

• Document the contact

• Provide a status

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