The following diagram depicts the target process flow for a customer request that requires fulfillment. The flow begins at the point where a CSR submits a fulfillment request resulting in a fulfillment record. Typically, requests are logged to the call center or an external department’s inbox (electronic mailbox) depending on the type of request. Some requests may need involvement from other departments and will be forwarded appropriately.
The assigned department is responsible for handling the request. Regardless of the follow-up required, the call center’s primary responsibility is to ensure that all requests are fulfilled within the established timeframes. To ensure the effectiveness of this role, it is important that service level objectives be established for all types of requests and agreed upon by company’s management and each client. These formally documented service level contracts assist management by clearly defining expectations and establishing accountability.
A designated Team Leader handles research requests, if required. If involvement from a client is required, the Project Leader is responsible for forwarding the request to the appropriate client contact.
Designated CSRs handle all routine fulfillment requests. After completing the request, the CSR, if required, follows-up with the caller in an appropriate way (telephone call, e-mail, or letter).
As requests are processed, it is important that these records are dispositioned (either manually or automated) so that the records accurately reflect current status. All records are monitored to ensure that all requests are fulfilled within the established service level timeframes.
As fulfillment records are processed, changes in status must be reflected in fulfillment history. Automated interfaces help eliminate the need to perform manual updates, provide more timely and accurate results, and in turn reduce staffing requirements. If updates are not written to fulfillment history, CSRs will have a difficult time in determining if the original request was fulfilled.