Inbound Voice Flow
Inbound Chat Flow
Commercial Client Flow:
Why?
To enhance the IVR and routing experience for customers.
To improve SLA performance, ensure faster response times, and better filter commercial leads.
What Contact Center Agents Should Do?
If the inquiry comes via phone call or Sales IQ Chat, follow the standard process of creating a Zoho Lead as usual for both New and Existing clients:
- Collect the required details:
- Company Name:
-Location:
- Email:
- Contact number:
- Interested service: - Create a lead on ZOHO CRM and assign it to Naushad.
- Handle the client professionally and inform him that ourBD team will contact him within 24 Hrs.
- Close the chat or call with the client with no transfer.
Note: If a client contacted us for the second time and stated that no one contacted him yet, reach out to BDA (Naushad) on Cliq for reminders.
What BDAs Should Do?
BDAs should continue to monitor ZOHO Leads assigned as usual, ensuring all relevant inquiries are responded to within 24 hours.
Outbound Flow
Coordinators: Booking Confirmation
After Service / Contract Renewal
