call flow

[Herbert]

I'm looking for help with illustrating call flow through a large call center.
Does anyone have a template I can use or any other help?

 

[Al Edlund]

call center flow tends to be pretty industry/function specific, and everyone
wants to sell you their expertise in how it might be done....

try here for a university case study
http://www.mark.umd.edu/~clay/OITACD_files/OITACD.htm

al

 

[John Marshall, MVP]

A standard flowchart should do for most call flows. The only two special
shapes I used when documenting IVR systems are a telephone to represent
bailing to an operator and a box with ten outputs to represent a menu (Each
output represents one of the choices the user could make).

John... Visio MVP

Need stencils or ideas? http://www.mvps.org/visio/3rdparty.htm
Need VBA examples? http://www.mvps.org/visio/VBA.htm
Common Visio Questions http://www.mvps.org/visio/common_questions.htm