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  • Call Center InBound Process

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    दिनेश कुमार
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    The document outlines a call flow process where a customer calls in and is directed either to sales or services based on their response. If an agent is unavailable, the caller hears apology messages and has the option to leave a voicemail or remain on hold, polling periodically to see if an agent is now free.

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    Call Center InBound Process

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    The document outlines a call flow process where a customer calls in and is directed either to sales or services based on their response. If an agent is unavailable, the caller hears apology messages and has the option to leave a voicemail or remain on hold, polling periodically to see if an agent is now free.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    9 views2 pages

    Call Center InBound Process

    Uploaded by

    दिनेश कुमार
    The document outlines a call flow process where a customer calls in and is directed either to sales or services based on their response. If an agent is unavailable, the caller hears apology messages and has the option to leave a voicemail or remain on hold, polling periodically to see if an agent is now free.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    In-Bond Calling

    Customer Calls

    Welcome Message

    Call Type
    Sales Enquiry
    or Service
    Sales

    Services
    HOLD

    Sales Team

    Yes

    Is an Agent
    Avilable?

    Services Team

    No

    Yes

    Yes

    Agent

    Agent

    Agent

    Agent

    Agent

    Agent

    Apology Message -1
    Agent Free?
    (Constant Poll)

    Agent Free?
    (Constant Poll)

    Wait 05 Seconds

    Apology Message -2
    Wait 10 Seconds
    Apology Message -2

    IVR Voice
    MailBox

    Yes

    Back to Queue

    No

    Has the Call


    Queued for more
    than one minute

    Yes

    Would You Like


    to Leave a Message

    No

    End Call

    In-Bond Calling

    Customer Calls

    Welcome Message

    Call Type
    Sales Enquiry
    or Service
    Sales

    Services
    HOLD

    Sales Team

    Yes

    Is an Agent
    Avilable?

    Services Team

    No

    Yes

    Yes

    Agent

    Agent

    Agent

    Agent

    Agent

    Agent

    Apology Message -1
    Agent Free?
    (Constant Poll)

    Agent Free?
    (Constant Poll)

    Wait 05 Seconds

    Apology Message -2
    Wait 10 Seconds
    Apology Message -2

    IVR Voice
    MailBox

    Yes

    Back to Queue

    No

    Has the Call


    Queued for more
    than one minute

    Yes

    Would You Like


    to Leave a Message

    No

    End Call

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