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Inbound - Outbound Call Flow

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by

Rahul Gole

on 5 November 2012

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Transcript of Inbound - Outbound Call Flow

CRM TEAM & Operations (Ops) Team
Call Flow Medimanage.com Introduction to the process a) New CRM Team
b) Types of Queries
c) Functions of Operation Team
d) Call Handling process CRM TEAM
Inbound Call Flow Calls initiated by customers Call received at Medimanage help desk Exec 1 Exec 2 Exec 3 If busy - Transfer If busy - Transfer Asking system check requirement - details Example - Employee id, Email id, corporate name Enter Details in system - Control central To fetch the customer details Query Resolution Based on the type of query Request Enquiry Complaint Type of Query Based on the query details, Executive need to decide whether request can be taken or not. If Request can be taken If Request cannot be taken Required information to be asked to the
customer Required information to be captured in the
system

Provide ticket number to the customer Action Required by Operation (Ops) Team Provide reason for not taking the request To be tagged as "Request" and need to select option in the CMS - " closed and submit" Ticket will get "Closed"

No Action required by Operation (Ops) Team Create a call log Need to select status as "Work in progress
and Submit" Request ticket will get generate for Operation team Executive probe for the query Customer
provides the query Query resolved at same
time If No If Yes Communicate the reason for not providing
information at same time Provide response/ update time and ticket number by creating "Enquiry Ticket" Required Ops Team
Support If Yes Follow the Operation
Team Process If No Update the status/information in the Ticket Communicate the
desired information to the customer Customer acknowledges the information Create "Enquiry Ticket" Tag it as "Closed and Submit" Executive will probe for the query Customer will provide the reason for complaint Complaint resolved at same time If No Communicate the reason for not providing
solution at same time Required Ops Team
Support If Yes Follow the Operation
Team Process If No Communicate the
solution to the customer Customer acknowledges the information Create "Complaint Ticket" Tag it as "Closed and Submit" If Yes Ops Process Account Specific - Executive Ticket will be assigned as per the Account handled by executive Ticket will be highlighted as "Work in Progress (WIP)- Ticket" Action on WIP Ticket Additional Information required If No (A - Process) As per the requirement, taking corrective action to be post as done in WIP ticket New post will be seen to the CRM TEAM CRM team will update the status in ticket CRM Team will "closed - Submit" the ticket Auto - generated mail / SMS will be sent to customer as a communication If Yes (B - Process) Executive will post the additional requirement in the WIP ticket for CRM team New post will be seen to the CRM TEAM CRM team will post the additional requirement in the ticket.

Auto Generated Mail and SMS will be sent to the employee IF No If Yes CRM team will post the additional information in the WIP ticket IF No If Yes Complete information received Information received at same time Follow B - Process CRM team will set reminder Reminder will be sent thru' the system about the requirement Follow A - Process Auto - generated mail / SMS will be sent to customer as a communication Tag it as "Closed and Submit" Auto - generated mail / SMS will be sent to customer as a communication Tag it as "Closed and Submit" Update the status/information in the Ticket Provide response/ update time and ticket number by creating "Complaint Ticket"
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