Inbound Call Processing

Workflow Template

Inbound Call Processing

Workflow Template

This workflow template illustrates 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). Purchase and download this template in PDF, Visio and PowerPoint formats, and customize it to fit your organization, or use it to better understand Inbound Call Processing.

Related KPIs : Average Handle Time (AHT), Calls Handled per Representative, Average Speed of Answer (ASA)

What is 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).

Download a Sample Inbound Call Processing

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