A flow chart call center process is becoming increasingly necessary for call centers that want to be more efficient. This document explores what a call center process flow chart is and its five types. It also highlights three sample flowchart templates you can use and the five key benefits of using a flowchart call center process. Source: https://biz30.timedoctor.com/flow-chart-call-center-process/?utm_campaign=slideshare&utm_source=slideshare

1. Call Center Process Flow Charts from
Time Doctor- Templates for all types
Source: Time Doctor’s Blog - “Call Center Process Flow Charts from Time Doctor”

2. A call center process flowchart is a diagram or a graphical
representation of any customer service process. In this diagram, a
flowchart symbol or an icon represents each different step in a
specific process.
● A flowchart symbol may also contain a text box that
describes the step.
● You can link a flowchart icon to another with arrows that
show the chronological order of the call center process.
● It usually highlights key tasks that call center agents
need to do, including customer support, customer
complaint resolution, technical support, payment
process management, etc.
What is a Call Centre Process Flow Chart?
Key Benefits
Mapping out your call
center workflow in a
process in a flowchart
can significantly reduce
errors and boost team
flexibility

3. Commonly-Used Flow Chart Formats
State Diagram
01
Uses Unified Modeling Language (UML) for
diagramming the behavior of call center
systems.
Swimlane Flowchart
02
An infographic depicting who does what in a
process.
Data flow Diagram
03
Shows the direction of information flow in a
process.
Mind Map
04 Links key concepts using images and lines.
Org Chart
05 Shows the internal structure of a company
Network Diagrams
06
Graphical representation of a computer or
telecommunications network.

4. How to Create a Call Center Process Chart
Flowchart software can be used to create a call center process
diagram with ease. Most flowchart software has a drawing page with
tools to help you create different flow chart formats.
The best flowchart makers support features such as:
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Popular
Flowchart
makers

5. 5 Common Types of
Call Center Process Flow Charts

6. 1. Inbound Customer Service Flowchart
Inbound Customer Service flowchart
is a diagram that traces how the
customer service process works
during incoming calls. An inbound
process flow diagram will empower
your call center agents to conduct
tightly orchestrated interactions with
your customer.
A customer sends a request to a call center
BPO.
A call center agent greets your customer with
pre-decided call script.
The agent notes the reason for the inbound
customer call.
The call center agent then determines a route
to achieve customer satisfaction.
Inbound
Customer
Service
Flow
Chart
You can customize the basic flowchart to suit your unique business process and
transform it into a more detailed process map, by adding a customer call script, details on
customer wait times, and average handling time and more.
Customization Features:

7. Outbound Customer Service Flowchart
diagram visualizes how outbound call
centers offer customer service during an
outgoing customer call. Here, your team
speaks to prospective customers for
sales, lead generation, telemarketing,
fundraising, debt collection, etc.
Key Benefits: Outbound process flow
diagram helps agents provide the best
customer service possible.
The agents greet them with the structured call
script.
Agents convince customers to make a
purchase.
They seek useful information from customers.
If the customer is convinced, agents may book
a follow up meeting or call to go forward with
the purchase.
Outbound
Customer
Service
Flow
Chart
If they are unconvinced, agents politely end the
interaction.
2. Outbound Customer Service Flowchart
Call center agents “ cold call “ customers to
make a sale.

8. A customer complaint resolution
flowchart outlines each step a call
center or a contact center takes to
solve a customer complaint
successfully.
Key Benefits:
This flow chart diagram helps agents
handle customer frustrations and
maintain the company’s reputation.
3. Customer Complaint Resolution Process Flowchart
Customer Issue Resolution FlowChart
They assign priority level to the issue
A customer calls to report an issue
A call center generates a support ticket
An expert then talks to the customer to
resolve the issue

9. A technical issue resolution flow
chart outlines every step a company
should take to resolve a customer’s
software or hardware issue — for
example, a faulty headset.
Note
Technical issues may not come from
customers but from the company
itself. A technical issue resolution
process flow diagram can account for
such a scenario as well.
4. Technical Issue Resolution Process Flow Chart
Step 1 - The business or a customer detects an issue.
Step 2 - An agent opens a technical support ticket.
Step 3 - Developers receive the ticket for verification.
Step 4 - If the customer has made an error, the support
ticket is classified as unverified and is closed
immediately.
Step 5 - If the ticket is verified the technical staff takes
over to resolve the issue.

10. Customer billing and order flowchart can help
break down a call center team’s actions to assist
customers with payment and delivery issues.
Note : Structuring and visualizing a proper billing
and order flowchart can ensure your call center
team doesn’t overlook any customer concerns.
Agents also routinely use voicemails, Interactive
Voice Response (IVR) systems, and the ‘Do Not
Call Registry’
5. Customer Billing and Orders Process Flow Chart
This flow chart can be made more detailed by including
the targets in the form of metrics, including conversion
rate, number of calls per agent. etc
2 They receive a confirmation email and
receipt.
3
4 This activates the shipment process.
5 The customer receives the product.
6 The order is closed.
The accounting team gets the order
information.
1
Customer orders a product or a
service.

11. 3 Handy Flow Chart
Call Center Process
Templates

12. 1. Customer Order Process Flow Chart
1
Customer Order Process Flow
Chart breaks down the steps
involved in helping a customer
place an order with a
restaurant.
This template sample includes
a decision point — a stage
where a customer can make a
“yes” or a “no” decision.
You can use this template and
customize it to cater to your
business process.

13. 2. Customer Complaint Resolution Process Flow
Chart
1
This customer issue resolution
template considers the complex
process of helping customers deal with
different kinds of challenges. It creates
two distinct pathways for customer
issue resolution based on the nature of
the customer complaint.
The template also encourages agents
to use the company’s FAQ page.
You can use this template and
customize it to cater to your
business process.
Customer Support Guidelines

14. 3. Sales Call Center Process Flow Chart
1
Sales Call Center Process Flow Chart
fleshes each different step involved in a
sales call center process. This process
flowchart can help in mapping out what
areas you need to focus on to optimize
your sales funnel.
This template highlights every decision
point (in a “yes” or “no” format) that a
customer makes to change the course of
the sales process.
You can customize this template to address the
pain points in your business process

15. 5 Key Benefits of Using a Flowchart for Call Center Processes
Document Processes For Improvement
1
Reduce Processing time
2
3 Delegates Tasks efficiently
4
5
Establish Accountability
Escalate Issues Faster

16. Establish Accountability
Escalate Issues Faster
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