question archive This process diagram represents a Call Center process where an Operator answers all calls and then passes them off to a Support Representative based on the callers location (the US or UK)
This process diagram represents a Call Center process where an Operator answers all calls and then passes them off to a Support Representative based on the callers location (the US or UK)
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This process diagram represents a Call Center process where an Operator answers all calls and then passes them off to a Support Representative based on the callers location (the US or UK). While the Operator is good, some callers hangup/renege. A quick triage and the caller is sent to a Credit Card Specialist or an Account specialist depending on their issue. When callers' issues are resolved, they are asked to make a survey administered by a Quality Control Survey Specialist, but only about 10% of callers opt to participate.
Critique this process diagram that you might find in ProcessModel. Identify and provide a brief description of 2 problems/errors.
