The following diagram depicts a typical process flow for a general customer service request. When a customer telephones the call center their call will initially be answered by the IVR. The customer will be prompted to input their identification number. Upon successful IVR identification, they will be able to perform routine service requests solely within the IVR.
When a caller requests personal assistance or is automatically routed to a CSR, the first objective of all CSRs will be to greet and identify each caller. It is important to note that callers who have entered a valid identification number into the IVR allows for the CSR to personally greet them and immediately begin processing their request. IVR identification saves talk-time by allowing CSRs to avoid asking for identification criteria.
If the caller was previously flagged as a prospect for a database marketing campaign for a specific product or service, the CSR will be prompted by scripting to offer the caller the opportunity to purchase the targeted product or service. The caller’s response is updated in the record to prevent multiple offerings to the customer.
For each request that requires fulfillment, there are two primary events which always occur. The detailed fulfillment request is created and sent to the appropriate team/department inbox and a contact history record is logged. The detailed fulfillment request allows call center personnel to monitor and/or work each specific request. (Note: This process is depicted by the typical fulfillment workflow.) As queued fulfillment requests are completed, updates to contact history will record the necessary change in status. Contact history provides a summary record for each requested service and its current status. This information is used to provide all CSRs with an accurate representation of a caller’s service record.