Call flow Process in a BPO/Contact center

Submitted by subhajeet on Fri, 2011-09-16 21:59
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Call centers/Contact centers are being utilized heavily for managing customer relations. In the sections below I will try to explain how the basic call handling process works.

 

The Process could start by one of the following channels:

 

  • A customer calls the Contact Center
  • A customer sends an Email to the Contact Center
  • A customer contacts using a chat screen available on the Website

 

If it’s a voice based interaction, the Customer Support representative greets the customer (Opening salutation) e.g.

"Thank you for calling XYZ my name is ABC. How may I help you today?" Here the associate introduces the organization's name and associates identity followed by and asking customer’s contact details. This step could also include verification.  The Customer Support Representative (CSR) would fill up the first screen in the Customer Relationship Management (CRM) system.

 

In case the customer calls at an odd time or somehow all the CSR’s are busy, the call is dropped with setting up a Call back after a Turn Around Time.

When the call back system calls up the client, the same process gets initiated.

 

For Non Voice cases, the greeting could happen in case of a Chat message. In case of emails, the CSR would directly review the email.

 

The next step involves finding out what is the service client is looking for. This can be done by getting details from client via chat/call or by reviewing an email.

The client could be calling for one of the following reasons:

  • He wants to enquire about a product or a service.
  • He wants to complain about a product or service.
  • He wishes to appreciate about a service.

 

In all of the above cases, depending on the product type, the next processes could start. For simplicity we have expressed it as a Sub process. I'll discuss some of them in more articles.

 

Once the issue is resolved, a notification mail is sent to the client or a direct confirmation on phone is done.

the above process can be shown in a workflow diagram as shown below:

 

Hope this is helpful. Questions are welcome.


Subhajeet Sinha
More than 8 years of experience in Process Operations in BPO Industry.
Biplav Bose's picture

BPO comment

Hello Subhajeet,
 
I liked your blog . Its quite informative and a good learning for the ones who are going for a BPO career and an understanding. Keep up writing more.
 
Thanks,
Biplav Bose

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