Scribd Logo
Upload

Welcome to Scribd!

  • Incomign Call Process

    Uploaded by

    Zahed Meah
    8 views4 pages
    The document outlines the process for handling incoming calls at a call center. Agents are able to respond to queries and collect caller information to create a lead. If the agent is unable to handle the call, it is forwarded to an operations executive. A new task is then assigned to the agent under the caller's name and details. The agent navigates to the task profile to collect relevant information and complete the task by updating the ticket number. Performance is measured by comparing distributed tasks to completed tasks and incoming calls to completed tasks.

    Original Description:

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document outlines the process for handling incoming calls at a call center. Agents are able to respond to queries and collect caller information to create a lead. If the agent is unable to handle the call, it is forwarded to an operations executive. A new task is then assigned to the agent under the caller's name and details. The agent navigates to the task profile to collect relevant information and complete the task by updating the ticket number. Performance is measured by comparing distributed tasks to completed tasks and incoming calls to completed tasks.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    8 views4 pages

    Incomign Call Process

    Uploaded by

    Zahed Meah
    The document outlines the process for handling incoming calls at a call center. Agents are able to respond to queries and collect caller information to create a lead. If the agent is unable to handle the call, it is forwarded to an operations executive. A new task is then assigned to the agent under the caller's name and details. The agent navigates to the task profile to collect relevant information and complete the task by updating the ticket number. Performance is measured by comparing distributed tasks to completed tasks and incoming calls to completed tasks.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 4

    CNF AGENT CALL (INCOMING

    PROCESS)
    FLOW CHART OF INCOMING CALL

    Incoming call Agent able Respond to queries &


    Yes Create lead calls using
    to to respond collect caller’s
    call type “Campaign
    GIM Helpline all queries preferred time.
    Incoming”
    Navigate to CNF profile.
    No

    Ops Executive/ Assign task to new


    Manager to handle Caller under this agent
    the call forwarded by name
    Helpline Agent “ Incoming Call”

    New Caller will navigate New Caller will reply


    Open C&F lead profile, to Incoming call task on WhatsApp group Update ticket number
    collect relevant info profile & check for the mentioning “WIP” to in WhatsApp group
    and complete Task ticket number avoid call repetition with preferable time
    TASK PROFILE
    MEASUREMENT CRITERIA

    Task Distributed v/s Task Complete(Dashboard)


    Measurement Criteria
    Incoming Call v/s Task Completed(Dashboard)

    You might also like