Increase QA scores and decrease training time in your call center with step-by-step call flows

Agents will use ScreenSteps to guide them through calls while they are on the phone with customers. They will view the guides through a browser window or by in-app contextual help by using the ScreenSteps Browser Extension.

You can see a video of how agents use ScreenSteps Call flows here: How will my call center reps use ScreenSteps? 

You have a few integration options:

1. You can set up Single Sign-on so that your users can login through your own user management system.
2. You can use our Browser Extension to add contextual help to any web application your team uses (CRM, EMR, etc.).
3. You can use our API to build out additional integrations.

No, using ScreenSteps will not slow down your agents. In fact, most customers will see a reduction in Average Handle Time (AHT). If you would like to learn more about how ScreenSteps speeds up your agents, read this article: "Won't ScreenSteps slow down my agents and increase handle time?"

It depends. Each call flow is different. If you know exactly how the call should go then creating call flows is very fast — usually between 15-30 minutes. 

If you aren't exactly sure about how the call flow should go then you may need to do some more planning. Our team can help you through this process of designing and optimizing your call flows.

Call centers that have implemented call flows have seen improvements in Average Handle Time, Hold Time, Calls Per Hour, QA scores, Time to Proficiency for new agents, and agent satisfaction.