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Call Center InBound Process

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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36 views

Call Center InBound Process

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.

Uploaded by

दिनेश कुमार
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
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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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