This flowchart shows call handling flow for a service request made by a customer to a call center. The service request is generic (it could be for anything) and starts with a customer calling a call-center agent, activities and key decision points are shown. Click image to zoom in.

Tasks in this chart

Title: Fulfill Service Request (generic process)

Lanes

• Customer
• Agent
• Automated rule engine
• Data Stores / Functions

Tasks in Customer swimlane

• Make contact
• Provide identify
• Provide contact details

Tasks in Agent swimlane

• Receive contact
• Greet
• Identify reason for contact
• Offer alternative or Change Order
• Identify customer
• Confirm customer details
• Capture customer details
• Close contact.

Tasks in Automated rule engine swimlane

• End task

Decision points in agent swimlane

• Is it in scope?
• Identity witheld?
• Is customer prepared to be identified?
• Customer known
• All appropriate details captured?

Decision points in automated rule engine swimlane

• OK to withold identify?
• Customer known

Download a flow chart for a Service Request Call process

Visio diagram of the Service Request Flowchart

PDF version

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