Call center workflow template

Last updated Mar 10, 2025

Customer Service
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Workflow template diagram

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About This Template
The call center workflow template provides an example of a flowchart that illustrates how incoming customer calls are handled within a call center. It ensures that calls are routed correctly, issues are identified and resolved efficiently, and customer satisfaction is tracked. 

Key features

  • Clear decision points to streamline call flow.
  • Issue resolution at different levels (agent vs specialist).
  • Tracking customer satisfaction through surveys.
  • Handling cases where no agent is available (queuing, abandonment).

Workflow Steps

  1. 1. Incoming call
  2. 2. Ivr system/auto attendant
  3. 3. Direct to relevant department agent
  4. 4. Is agent available (Decision Point)
    Yes:
    1. 5. Call answered by agent
    No:
    1. 6. Call placed in queue
  5. 7. Agent identifies issue
  6. 8. Can the issue be solved? (Decision Point)
    Yes:
    1. 9. Issue resolution
    No:
    1. 10. Escalate to specialist
  7. 11. Call wrap-up
  8. 12. Customer satisfaction survey
  9. 13. End of call
  10. 14. Customer waits? (Decision Point)
    Yes:
    1. 15. Is agent available (Decision Point)
    No:
    1. 16. Call abandoned
  11. 17. End call
  12. 18. Specialist handles call
  13. 19. Can the specialist resolve the issue? (Decision Point)
    Yes:
    1. 20. Issue resolution
    No:
    1. 21. Agent identifies issue

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