Call center management

Template

The Pipefy Call Center Management template is designed to assist call center agents in the problem solving process. Its phases are composed of steps to identify the cause of the problem, proposals for solutions and customer feedback on the service.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

Start form

  • 1. Client name

  • 2. Client phone

  • 3. Client email

  • 4. Reason for client contact

  • 5. Improvement requested by client

  • 6. Is this issue specific to this client?

    • Yes
    • No, there are others with the same issue
  • 7. Is this the first time the client reached out to us to solve this issue?

    • Yes
    • No
  • 8. *If so, please make sure:

    • Check the customer's problem history
  • 9. Priority level

  • 10. Contact protocol ID

Identify the cause

  • 1. Call center agent

  • 2. Is the issue easy to identify and solve (according to company policy)?

    • Yes (move card to 'Plan the solution')
    • No (follow the steps below)
  • 3. Ask the client what they have already tried to resolve the issue.

  • 4. Once you have identified the problem and confirmed it with the customer, find out why it happened. To accomplish this, you should:

    • Understand how this client perceives the problem and try to acquire a better understanding of their needs.
    • Check your systems, ask other agents if they have fielded calls about the same issue and analyze your data to see if the problem really exists.
    • Decide whether or not the benefits of solving the problem will be worth the effort that you will put into solving it .
  • 5. Cause of problem

Possible solutions

  • 1. Call center agent

  • 2. To help with this, ask yourself the following:

    • What have other agents done to solve similar problems?
    • What have our competitors done to resolve similar problems?
    • Can someone from another department (i.e., tech, marketing, sales, support) help me resolve this issue?
    • Does management have insight that might be helpful?
  • 3. While going through this brainstorming process, come up with a list of possible solutions.

Select a solution

  • 1. Do we have the resources to attack the problem from this angle?

    • Yes
    • No
  • 2. How much will it cost to implement it?

  • 3. How long is this going to take to implement?

  • 4. Will solving the issue using this method adequately address the client's needs?

    • Yes
    • No
  • 5. Is this solution in line with our company policies, culture, and ethics?

    • Yes
    • No
  • 6. Would management agree with this solution?

    • Yes
    • No
  • 7. What could go wrong by implementing this solution?

  • 8. Once each possible solution has been evaluated, choose the most appropriate one.

Plan the solution

  • 1. Who will implement the solution?

  • 2. What will the implementation entail?

  • 3. When should the implementation process be completed?

  • 4. Where will the solution be implemented, at the client's premises or remotely?

  • 5. Why are we implementing this solution, what are the benefits of doing so, and how is this going to impact the customer?

  • 6. How are we going to execute the plan?

Customer approval

  • 1. Did the customer approve the proposed solution?

    • Yes (move card to the next phase)
    • No (return card to the previous phase and make the needed adjustments)

Implement the solution

  • 1. Date and time of conclusion

Service feedback

  • 1. 1 - Thinking about your most recent interaction with us, overall, how would you rate your experience?

    • Poor
    • Average
    • Satisfactory
    • Excellent
  • 2. 2 - The customer service representative was knowledgeable and well trained.

    • Disagree
    • Neutral
    • Agree
  • 3. 3 - The customer service representative understood my issue.

    • Disagree
    • Neutral
    • Agree
  • 4. 4 - The customer service representative was courteous and polite.

    • Disagree
    • Neutral
    • Agree
  • 5. 5 - My contact was handled at an appropriate speed.

    • Disagree
    • Neutral
    • Agree
  • 6. 6 - My issue was resolved during the interaction

    • Disagree
    • Neutral
    • Agree
  • 7. 7- Based on this most recent interaction, you would recommend the company to your friends and colleagues for [Service/Product].

    • Disagree
    • Neutral
    • Agree
  • 8. 8 - Is there anything else that you would like to share about your experience?

Problems solved

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