The diagram given compare illustrates explains the way in which incoming calls are routed at a company. Looking at the illustration, it is immediately evident that a company route incoming calls is a manmade linear process that requires human labor. Additionally, there are nine main stages involved in that process, beginning with answer phone and culminating in transfer to sales department, transfer to that department, help desk and transfer to relevant department.
To start with, when the staff answer the phone and ask for help , if users ask for the information of the product or need help for the location of their order, the staff will need to know their name and the belonging company, and the call is then directed to the sales section. If the problem is about the product, the first route is similar, but the call is tranfered to the help desk .
If the problem is shipping or billing ,the staff connect the call directedly to the suitable department, without asking the needed information. Similar to other reasons, the staff answering the calls transfer it to the relevant department for further discussion.