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Source: https://biz30.timedoctor.com/flow-chart-call-center-process/?utm_campaign=slideshare&utm_source=slideshare
Example Call Center Work/Information Flow DiagramEquilibria, Inc.
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!
Example Call Center Work/Information Flow DiagramEquilibria, Inc.
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!
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An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
... It’s complicated matter.. Satisfaction is a dependable issue but in a customer care some matter should maintain to make a satisfied customer ….thus we treat a customer as a Guest …
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
Rod Jones MasterClass - World Class Call Centres - The Key Strategic Issues -...C3Africa
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These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
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Call Center Statistics or Performance Metricsguest14c061
An article on the differences between call center statistics and call center performance metrics. Which of these should a call/ contact center use? Which is better?
Service Desk or Helpdesk is nowdays have become an Important part of any Organization.
BPO/KPO s have maintained their own Heldesk if there is ny Technical DIfficulty.
The Project will guide you to how an Techincal officer works.
... It’s complicated matter.. Satisfaction is a dependable issue but in a customer care some matter should maintain to make a satisfied customer ….thus we treat a customer as a Guest …
To succeed in a highly competitive market businesses strive hard to provide customer service through a contact center or a call center. But, setting up a call center division internally can put a huge financial burden on the company which might in turn compromise its quality of customer care. The presentation deals with the methods that businesses can adopt to reduce call center costs.
Invensis Technologies provides effective Customer Care Call Center Outsourcing Services that will be highly beneficial in creating satisfied and loyal client base that will ensure positive referrals for your business. By partnering with Invensis technologies, you will be able to build the brand value of your business and implement an effective Customer Relationship Management (CRM) strategy. (http://www.invensis.net).
Invensis Technologies is an ISO certified and a leading Call Center Outsourcing Company that effectively addresses all the needs of your customers through various services such as billing support, order management and processing, claims processing, returns and refunds, service dispatch and delivery. For more details please visit:
http://www.invensis.net/call-center-outsourcing/outsource-customer-care-call-center-services.php
To find out more about our services and benefits of partnering with us, please contact us at sales{at}invensis{dot}net or you can call us from US +1(302)-261-9036 ; UK +44 203 411 0183 ; AUS +61 3 8820 5183 ; IND +91 80 41155233.
Rod Jones MasterClass - World Class Call Centres - The Key Strategic Issues -...C3Africa
World Class Call Centres - Strategic Issues.
Slike deck from the internationally acclaimed 2 Day Rod Jones Contact Centre MasterClass seminar. This seminar is aimed at middle to senior management involved in call centres or planning to develop or reengineer a call centre.
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
Leadership Strategies for High Performance Contact CentresTina Arora
This Presentation was prepared & shared by me as a Guest Speaker at a Conference on 'Customer Experience and Service Quality Excellence', organised by Gripel (www.gripel.com), on 27 and 28 May 2011.
How to improve call center quality and performance - InfographicPointel Inc
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Help desk ticket categories and classification schemeBuild a Help Desk
With a proven 6 step Help Desk ticket classification methodology such as CREATE, companies can Build a Help Desk Ticket Classification scheme that increases ticket trend reporting efficiency, enhance the ticket escalation process and reduce overall support costs. Every Help Desk needs a ticket classification scheme to handle the customer’s issues when they contact the Help Desk for support. Proper ticket classification of an issue when a Help Desk ticket is created enables the Help Desk Agent to sort the issue into support buckets. These buckets will allow knowledge to be presented to the Help Desk agent when trying to provide proper support, enable proper routing of escalated tickets and allow trend reporting of ticket types.
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Call Center Process Flow Charts: Templates For All Types From Time Doctor
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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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
Blog Post source
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