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Business readiness flow chart
This flowchart shows call handling flow for a service request made by a customer to a call center. The service request is generic (it could be for anything) and starts with a customer calling a call-center agent,
activities and key decision points are shown.
Click image to zoom in.
Tasks in this chart
Title: Fulfill Service Request (generic process)
Lanes
Customer
Agent
Automated rule engine
Data Stores / Functions
Tasks in Customer swimlane
Make contact
Provide identify
Provide contact details
Tasks in Agent swimlane
Receive contact
Greet
Identify reason for contact
Offer alternative or Change Order
Identify customer
Confirm customer details
Capture customer details
Close contact.
Tasks in Automated rule engine swimlane
Decision points in agent swimlane
Is it in scope?
Identity witheld?
Is customer prepared to be identified?
Customer known
All appropriate details captured?
Decision points in automated rule engine swimlane
OK to withold identify?
Customer known
Download a flow chart for a Service Request Call process
