Introduction to Call Flow

The Cove Call Flow

About

resolution

Providing resolutions can be exciting. Some resolutions may not be what the customer expects to get and with that, how we deliver and position the resolution matters.

issue identification

Identifying the customers’ issues is crucial. Miscommunication should be avoided. There are several ways we identify the issue of the customer.

The Cove Call Flow

The Number One secret to providing quality customer service is CONFIDENCE. Confidence is built through the repetition of successful actions that lead to desired results. The purpose of Cove's Call Flow is to build your confidence through effective repetition that exemplifies Cove's number one goal, to provide World-Class Customer Support through 4E Experiences. The Cove Call Flow is designed to provide structure and encourage efficiency, thus aligning with the Cove 4Es.

Verification

We protect our customers’ accounts the same way we protect their homes. This is why we verify the customers’ accounts before providing account specific information or making account specific changes. The verification process is as is, no ifs and no buts.

Greeting

A greeting sets the tone for the call. This is your first impression, and you must leave a lasting one. When opening a call or greeting a customer you must be friendly and professional.

closing

Once all matters are resolved, a call is concluded and closed. The closing part of the call is just as important as the rest of the flow, this helps create a lasting impact for our customers.