The diagram demonstrates the process of routing incoming calls at a particular company.
Overall, the process involves three major stages, beginning with the receipt of phone calls and ending with the transfer to the appropriate department. It is also clear that the company deals with three main requests and others.
Regarding the two initial phases, the company’s staff are ready to answer any phone calls as soon as they are dialed. Subsequently, the customers will receive the question ‘How can we help?’, the answer to which will decide the following side steps.
If the callers ask for assistance in terms of product information or placing order, they will be required to provide some personal data, including their names and companies. The same is true to any question concerning the company’s products. Thereafter, the call will be transferred to the sales department or the help desk.
Meanwhile, in case of delivery-related or payment-related inquiries, the transfer to the suitable department (shipping or billing) will be conducted immediately without any in-between step. However, assumming that the call’s content is irrelevant to none of the aforementioned fields, it will be categorized into others and shifted to relevant department.