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Example Call Center Work/Information Flow Diagram
The document outlines a free call center job screening process flowchart emphasizing essential components for effective customer support. It highlights that poor customer service can harm business and lists four necessary elements for an improved support system: a competent customer team, well-crafted scripts, supportive technology, and reliable processes. Additionally, it provides a detailed workflow for screening job candidates, ending with an offer for a consultation on improving customer support systems.
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Example Call Center Work/Information Flow Diagram
- 1. Free call centerjob screening process flowchart included Essential Components for a Successful Customer Support System 4
- 2. Happy customers are theLifeline of your small business. Is your call center Ready?
- 3. FACT Dissatisfied customers are rarelyquiet. 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. What does poorcustomer service or support look like? 1but first www.eqbsystems.com
- 5. No follow-upwith 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. A Better CustomerSupport System Has These FOUR Things in Place A better customer support system has these four things in place
- 7. 1. Competent CustomerTeam 2. Well-Crafted Scripts 3. Supportive Technology 4. Reliable Processes CustomerSupportSystem www.eqbsystems.com
- 8. Login to AvayaPhone 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. If you wouldlike 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