Customer orders a product or a service.Structuring and visualizing a proper billing and order flowchart can ensure your call center team doesn’t overlook any customer concerns.Ī sample billing and order process flow chart could look like this: A situation like this can overshadow the positive aspects of your business process. Handling customer finances can be a complex process.įortunately, a customer billing and order flowchart can help break down a call center team’s actions to assist customers with payment and delivery issues.įor instance, if a customer doesn’t receive an order confirmation or get an order delivered on time, they may feel frustrated. Customer billing and orders process flow chart If they’re unconvinced, agents politely end the interaction.ĥ.If the customer is convinced, agents may book a follow-up meeting or call to go forward with the purchase.They seek useful information from customers.Agents convince customers to make a purchase.The agents greet them with a structured call script.Call center agents “cold call” customers to make a sale.Here’s a flowchart example of what your outbound process flow chart could look like:
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This workflow diagram should also standardize how agents should approach a customer.įor example, let’s say that you own a software company. In such cases, you should have an outbound process flow diagram that’ll help agents provide the best customer service possible. Usually, these calls can be overwhelming for agents as cold calling can often feel intrusive for the customer. Here, your team speaks to prospective customers for sales, lead generation, telemarketing, fundraising, debt collection, etc. Unlike a flow chart for an inbound call center process, this diagram visualizes how outbound call centers offer customer service during an outgoing customer call. Additionally, you can transform your flowchart into a more detailed process map by adding a customer call script, details on customer wait times and average handling time, and more. You can customize this basic flowchart to suit your unique business process. The call center agent then determines a route to achieve customer satisfaction.The agent notes the reason for the inbound customer call.
A call center agent greets your customer with a pre-decided call script.A customer sends a request to your call center BPO (Business Process Outsourcing).
The basic skeleton of an inbound process flow chart can look like this: This means the customer has clear expectations from your customer service team.Īn inbound call center process flow diagram will empower your call center agents to conduct tightly orchestrated interactions with your customer. Here, your team deals with a customer that has chosen to reach out to you.
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