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  • Manage Customer Contacts (Call Centre)

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    Ram Mohan Mishra
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    The document provides an overview of the key steps involved in managing customer contacts through a call centre. It outlines how call centre agents would authenticate customers, determine the type of request, capture details of calls and appointments in reports, and complete common requests such as updating hotlist cards, stopping cheques, or checking for cross-selling opportunities. The workflow includes capturing customer and call details, selecting accounts, entering payment details, and updating systems.

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    The document provides an overview of the key steps involved in managing customer contacts through a call centre. It outlines how call centre agents would authenticate customers, determine the type of request, capture details of calls and appointments in reports, and complete common requests such as updating hotlist cards, stopping cheques, or checking for cross-selling opportunities. The workflow includes capturing customer and call details, selecting accounts, entering payment details, and updating systems.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    3 views1 page

    Manage Customer Contacts (Call Centre)

    Uploaded by

    Ram Mohan Mishra
    The document provides an overview of the key steps involved in managing customer contacts through a call centre. It outlines how call centre agents would authenticate customers, determine the type of request, capture details of calls and appointments in reports, and complete common requests such as updating hotlist cards, stopping cheques, or checking for cross-selling opportunities. The workflow includes capturing customer and call details, selecting accounts, entering payment details, and updating systems.

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    © All Rights Reserved
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    of 1

    27/04/21 Manage Customer Contacts (Call Centre)

    TEMENOS Banking Reference Processes


    Manage Customer Contacts (Call Centre) Last change: 17-Mar-2021 12:05:15
    Type: EPC

    Customer
    contacts Call
    Centre

    Receive customer
    Call Centre Agent
    request

    ENQ
    Authenticate
    CUSTOMER. Call Centre Agent
    customer
    SCV.CC

    Decide on the
    Call Centre Agent
    type of request

    Set posting
    Call Report Appointment Hotlist card Stop cheque
    restrictions

    CR.CONTACT CR.CONTACT ENQ ENQ ENQ


    Capture Call Capture Select Account
    .LOG,CALL.R Call Centre Agent .LOG,APPOIN Call Centre Agent ACCOUNT.D Select Account Call Centre Agent ACCOUNT.D Select Account Call Centre Agent ACCOUNT.D Call Centre Agent
    Report Appointment
    EPORT.CC TMENT.CC ETAILS.SC... ETAILS.SC... ETAILS.SC...

    - Inbound
    - Outbound
    PAYMENT.ST
    OP,INPUTCH
    CR Create Appointment CARD.ISSUE, Capture Hotlist of Q.SCV ACCOUNT,P Capture posting
    Call Centre Agent Call Centre Agent
    AMEND.SCV card O restrictions
    CR Create Call Report
    PAYMENT.ST
    SYS Enter cheque
    OP,INPUTAM Call Centre Agent
    details
    SYS e.g. lost, stolen T.SCV

    - Payment stop type (reason)


    - First cheque number Change posting
    AC restrict status
    Update card status - Last cheque number
    CQ
    - Cheque type
    SYS
    - Stop date
    SYS - Amount from
    - Amount to
    - Beneficiary
    - Charge code/ Charge account

    Update stop payment


    AC details

    SYS
    ENQ
    CUSTOMER.
    SCV.CC

    ENQ Check for cross


    CUST.OPPO selling Call Centre Agent
    RTUNITY.S... opportunities

    Cross Selling Opportunities


    will be displayed

    Customer
    contacts
    completed

    Temenos R21 Proprietary & Confidential 1

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