Call Center Work Flow & Process Flow

Call Center Business Process Definitions & Templates

  • Workflow Template / Call Center / Call Processing & Issue Resolution

    Call Center Customer Issue Resolution
    The Customer Issue Resolution process describes the necessary steps involved in solving a customer complaint or problem, beginning with the customer's interaction with the Interactive Voice Response (IVR) system and ending with either the problem's resolution or with the customer being transferred to another customer service representative or department better suited to resolving the issue. This process includes customer identity verification, question clarification and any during- or after-call work needed to resolve the customer's problem.
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  • Workflow Template / Call Center / Workforce Management

    Call Center Forecasting, Scheduling & Reporting
    The Call Center Forecasting, Scheduling & Reporting process records call volumes and gathers employee-related data (this concerns productivity, headcount, scheduling, etc.) so as to predict future workload and ensure that the right number of employees are in the right place to handle it (i.e., if a large number of calls is predicted to be be received on the afternoon of a particular day, more employees will be scheduled to work that afternoon on that particular day). This process includes data collection and entry, call volume forecasting, service level adjustments and employee scheduling.
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  • Workflow Template / Call Center / Call Processing & Issue Resolution

    Call Center: Account Closing
    The Call Center: Account Closing process involves the processing of customer account closing requests through the call center channel. This process includes customer profile verification, customer dissatisfaction reporting (i.e., determine why the customer wishes to close their account), pending transaction resolution and/or final account termination processing (to complete the account termination process, perform a fund transfer or bank draft). Any outstanding payments or transactions should be verifieed and paid before a customer account can be terminated. Due to the convenience of the process, phone and online account management activites have been increasing in the recent decade.
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  • Workflow Template / Call Center / Call Processing & Issue Resolution

    Call Center: New Accounts
    The Call Center: New Accounts process involves the handling and completion of new account enrollments through the call center channel. This process includes discussing the account opening requirements, customer information collection (documents, customer forms, etc.), customer risk assessment, bank account enrollment and online user account setup (if the customer does not have the card with the account, customer should validate the account number and type before submitting confirmation). If the customer calls to receive a Telephone Access Code (TAC), ensure that a risk verification is performed and customer information is confirmed. That said, if a customer inquires about an E-statement set-up, redirect them to the website and walk then through the set-up steps.
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  • Workflow Template / Call Center / Call Processing & Issue Resolution

    Call Center: Product Servicing
    The Call Center: Product Servicing process involves the processing and handling of inbound customer calls related to certain banking products. This process includes initial customer account verification (should fraud be suspected, contact the Fraud & Compliance Team), customer profile information change (gather new details, update and confirm profile changes), payment and transfer execution (all entered information should be verified with the customer before the transaction is process), and/or check and statement order requests (confirm requests, mailing address, etc.). Ensure that all transactional information is shared with customers.
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  • Workflow Template / Call Center / Call Processing & Issue Resolution

    Inbound Call Processing
    Inbound call processing involves the handling of calls received by an institution's Call Center (usually done by call center or customer service representatives) originating from customers (customer care, issue resolution, technical support, etc.). This process includes the reception and routing of incoming calls from customers and includes greeting, information collection (account number, name, reason for calling, etc.), account verification and call routing (to proper resolution employee or escalation team member).
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  • Workflow Template / Call Center / Call Processing & Issue Resolution

    Technical Support & Resolution
    Technical support & resolution is a process that involves resolving technical (could be related to software or hardware) issues brought in by customers (whether internal or external customers). This process includes customer identity verification, question clarification (includes information gathering concerning the problem at hand), issue escalation (if needed), problem resolution (could involve installing new software or hardware), issue monitoring and any during- or after-call work needed to resolve the customer’s problem.
    File Formats Available: PDF, Visio, PowerPoint | See More

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