callcenter operations process design

[sanjay_rai]

Hi All,

I am callcenter manager for one of the callcenter in India.
I want some sample roster plans .

I want some process diagram or design for operating the callcenter. I mean .....Does any one have any sort of operation handling diagram or process steps for call center??

Regards

Sanjay Rai
Manager Operations

ChoiceConnex Inc.

[cookiedough]

Are you running an inbound or outbound call center? How many reps? What is the technology you currently have? What type of business? ALSO - you should look into getting certified as a call center manager. This course and certificate answers all your questions.

[sanjay_rai]

Hi

ITS A OUT BOUND CALLCENTER WITH 30 REPS.

We are using switch based technology. ie. nortel solution.

I will go for the certoifications..but currently i need the sample copy for my operations to go smoothly.


thanks.

[globalrespondez]

Would be interested to know what kind of course you need to be certified as a call center manager

Regards

[cookiedough]

I highly recommend STI Knowledge University. They are the number one training company world wide for customer service and call center professionals. The course is usually three full days and runs about $1800 for tuition. Airfare and hotel are extra. They will teach you staffing metrics, new technology, managing techniques, and business solutions. You need to get a 90% on your final exam in order to pass. Once you have passed you are allowed to use their certification logo on your business cards, etc.

As for call flow diagrams, it is impossible to provide vanilla diagrams. You need to use your experience in order to develop call flow patterns. This is not something an outsider can even suggest. What works for one company may not work for yours.

[maddy]

Hi sanjay,

The process diagram will vary and is invariably unique. But I can suggest this. Develop a macro level and micro level process flows for 3 broad categories of calls that you may handle - Complaints, Requests and Enquiries.

It is better you spend some time on developing the first level of process flow.

bi
maddy

[CenterLead]

I agree it is difficult to provide a generic call flow diagram that will fit every companies processes. The first thing you need to do is sort out what types of calls are coming in daily. Then sit down and develop the proper processes for each type of call.

I had to do this with our technical support department. The original call flow the agents had was very inadequate and not detailed enough for each situation.

So I sat down and developed processes from start to finish on each problem a customer would have with our product. This helped agents in simplifying what they are to do in each situation.