Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Example Call Center Work/Information Flow Diagram

46,115 views

Published on

There are bound to be times when your customer support team encounters a problem dealing with customers. You have no control over what customers say or do, but you do have control over how team members respond to questions or complaints in an efficient and productive way. With a combination of competent team members, well-written scripts and the right technology, your business can attract and retain happy and loyal customers.

Process maps (flowcharts) are one tool companies use to ensure team members know how to address customer support questions, escalate issues, and route calls. In this presentation, we begin with a process map given to employees working in a call center to screen job candidates. If you enjoy working with flowcharts, you’ll love this method to investigate your own customer service model. More process map templates are available for download at www.eqbsystems.com/shop. Thanks for watching!

  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Professional bull rider Travis Rowe is convinced that the "Demolisher" Betting System is so good, it will eventually force the sportsbook to shut down his wagers to a minimum! ♣♣♣ http://t.cn/A6zP24pL
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Like Watching Videos? Want to get paid to do it? ●●● http://t.cn/AieX6y8B
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Positions Available Now! We currently have several openings for writing workers. ▲▲▲ http://t.cn/AieXS62G
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Making a living taking surveys at home! I have been a stay at home mom for almost 5 years and I am so excited to be able to still stay home, take care of my children and make a living taking surveys on my own computer! It's so easy to get started and I plan to make enough money each week so that my husband can actuallly quit his second job!!! Thank you so much!  https://bit.ly/2Ruzr8s
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Example Call Center Work/Information Flow Diagram

  1. 1. Free call center job screening process flowchart included Essential Components for a Successful Customer Support System 4
  2. 2. Happy customers are the Lifeline of your small business. Is your call center Ready?
  3. 3. FACT Dissatisfied customers are rarely quiet. The quality and level of support your customers receive from you before, during or after a transaction can make or break your business. Having a solid customer service & support system can prevent disputes or ensure a quick, amicable solution. This is why the flow of information in your call center is critical.
  4. 4. What does poor customer service or support look like? 1but first www.eqbsystems.com
  5. 5.  No follow-up with customers at all or within the time frame promised  Rude, curt and/or disrespectful tones  Not honoring terms and conditions of purchase  Refusing to escalate an issue to a manager or supervisor  Abruptly ending a call You just need a better system www.eqbsystems.com
  6. 6. A Better Customer Support System Has These FOUR Things in Place A better customer support system has these four things in place
  7. 7. 1. Competent Customer Team 2. Well-Crafted Scripts 3. Supportive Technology 4. Reliable Processes CustomerSupportSystem www.eqbsystems.com
  8. 8. Login to Avaya Phone System with password Ask any Unanswered Mininum Requirement Questions Retrieve Appropriate Script (from My Work) based on Position Applied For Verify Candidate’s Name, Position Applied For & Location Validate Candidate by Confirmation Number (Social Security Number for POM) Accept Call in RSA System Press the “Auto In” button on phone to begin making & accepting calls Check break & lunch schedule for the day in Impact 360 System EXAMPLE CALL CENTER WORKFLOW DIAGRAM FOR SCREENING JOB CANDIDATES All answers = yes One or more answers = no Thank Candidate for time and End Call © 2011-2015 Alicia Butler Pierre for Equilibria, Inc. Ask Structured & Probe Questions Type Candidate’s Responses to Questions in the Notes Section of Screen Recommend Highly Recommend Do Not Recommend Recommendation, Score & Phone Screen Status Close-Out & Notetaking Greeting / Intro Minimum Requirement Questions Detailed / Structured Questions Stage 2 Login to Computer and Open My Work RSA applications Arrival & Login Stage 5 Stage 4 Stage 3 Stage 1 Scan badge at Front Security Desk Clock-in on TimeCard Log-Out Stage 6 Stage 7 POM Super Queue Screen Pop Check Database for Candidates to call Outbound Call Inbound Call Introduce Yourself Leave Message if Candidate Not Available Provide Introductory Info About ABC Company Check the Contact Screen Notes section to determine if a previous Analyst recorded notes Provide Additional Info to Candidate based on Store Manager’s notes (i.e. Bilingual, Schedule) Determine if Any Minimum Requirement Questions Have Been Asked Review Typed Responses and Correct any Typos Verify Candidate’s Email Address Is a Hiring Event involved? Type Score (if applicable) and Recommendation Status Transfer Candidate to the Interviewing Queue Update as “Phone Screen Completed” & Interview Scheduled” Press the “F5” key Log-Out of Phone at Designated Time Log-Off Impact 360 Close MS Outlook and Instant Messenger Close My Work & RSA applications Log-Off Computer Clock-Out on Time Card Exit Building yes no Can the RSC Schedule Interview? Candidate available to talk Tell Candidate Next Steps Thank Candidate for time and End Call Press “Save” Open MS Outlook & Instant Messenger to check for daily updates Press “Save” Inform Candidate of Transfer & Verify Email Address Update as “Phone Screen Completed” & “Schedule Interview” NO YES Choose Date & Time of Interview and Share with Candidate Proceed When Close to Log-off Time.
  9. 9. If you would like a free one hour phone consultation to discuss how you can implement a better customer support system into your business, click here. View full article Free one hour phone consultation www.eqbsystems.com

×