How to Create a Call Center Flowchart
Handling the issues and questions of customers can be a very tricky job, especially if a caller is already irate. Therefore, it’s imperative that your call center agents are well-trained in handling customer calls appropriately and effectively--and a flowchart is invaluable in this regard.
As explained on a page from smallbusiness.chron.com, a flowchart is a type of diagram that uses simple yet intuitive visuals to elaborate on how a process works and how to carry it out. If you need some guidance in setting one up, simply have a read through our tips down below!
1. Implement Universal Symbols
When it comes to flowcharts, there’s a set of basic shapes/symbols you can use for optimal comprehension. These are the oval, rectangle, arrow, and diamond.
Open a file or template in your desired editing software, then use the oval as the starting point of your workflow. Next, to represent the flow of the process, use arrows that lead into a step/action; use a rectangle for actions. However, for decisions that diverge into separate paths, you’ll want to use a diamond instead.
2. Visualize and Plan Your Steps
As you work on your chart, be sure to carefully plan out how each action and decision advances towards an eventual end. Otherwise, readers are going to have a difficult time understanding how the entirety of a process works.
3. Use Imagery
To make your flowchart easier to comprehend, you can take advantage of color-coding. Based on the context of the colors being used, you can better portray the effect and significance of each part.
Incorporating pictures and clipart can also be used as an effective technique for symbolism/representation.
4. Don’t Forget to Review
Make sure to always remembering going over your work before finishing up. After making any needed corrections or alterations, you can go ahead and distribute the flowchart as required--whether it be through email, print, etc.
Utilize our versatile templates to easily equip your call center employees with the knowledge they need!
What is the function of a call center?
A call center is a department or establishment that’s specifically tasked with entertaining incoming calls from customers. A call center typically outsources its services to an external entity.
What skills/traits can a call center agent use for their work?
- A positive attitude
- Customer-oriented empathy
- Organizational skills
- Familiarity with the company they represent
- Excellent communication skills
What are the basic universal symbols of a flowchart?
- Oval -- start and end of the flowchart
- Rectangle -- a step or action
- Arrow -- the flow of how the process advances
- Diamond -- a decision that splits into two or more paths
What is the function of a flowchart?
A flowchart is a type of infographic that explains how a process or workflow should be executed.
What is the advantage of using a flowchart?
With a flowchart, you can take advantage of simple yet direct visuals that can clearly explain how a process works and how to properly go through each step.