Scribd
Upload
237 views3 pages

BPO Call Flow Explained

Call centers use a standard process to handle customer calls, emails, and chats. The process begins when a customer contacts the call center through one of these channels. A customer service representative then greets the customer, verifies their identity, and fills out the initial case details in the customer relationship management system. The representative works to understand the customer's issue or request and resolve it by following the appropriate sub-process. Once resolved, the customer is notified via the original contact channel, concluding the basic call handling process.

Uploaded by

daisy bantug
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
237 views3 pages

BPO Call Flow Explained

Call centers use a standard process to handle customer calls, emails, and chats. The process begins when a customer contacts the call center through one of these channels. A customer service representative then greets the customer, verifies their identity, and fills out the initial case details in the customer relationship management system. The representative works to understand the customer's issue or request and resolve it by following the appropriate sub-process. Once resolved, the customer is notified via the original contact channel, concluding the basic call handling process.

Uploaded by

daisy bantug
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Call flow Process in a BPO/Contact center

Submitted by subhajeet on Fri, 2011-09-16 21:59

flickr.com

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:

You might also like