ACTIVITY: CREATE

MEASURE YOUR PROCESS

MAP
 AIGPE
PROCESS MAPPING GUIDELINES – PHONE BANKING (IMF
BANK)
• Customer calls the phone banking toll-free number and waits to speak to a call center associate.
• The call center associate picks the call and greets the customer.
• The call center associate asks about the query to the customer and the customer describes his the reason of his call.
• The agent seeks customer account details and verifies the account information.
• The associate makes a note of the customer account number on a new piece of paper.
• He informs the customer that he will research for the information
• Keeps the customer on hold.
• The associate calls the supervisor
• The supervisor arrives
• The associate asks a query to the supervisor
• The supervisor provides the query resolution
• The associate makes a note the query resolution provided by the supervisor on the piece of paper
• He gets back to the customer
• Relays the information to the customer
• Further asks for any additional queries
• Keeps the customer on hold again
• Takes the supervisor sign-off on the paper tracker for that call
• Places the paper in a tray
• Gets back to the customer
• Closes the call
Copyright © 2018 Advanced Innovation Group Pro Excellence | All Rights Reserved
 AIGPE
FEW ADDITIONAL POINTS TO NOTE

• The accuracy rate of the business process is 62% against a target of 90%
• First contact resolution rate is 42% against a target of 95%
• Customer generally complain because of the high hold time
• The call center associates complaint that their supervisors do not arrive for help on time

Copyright © 2018 Advanced Innovation Group Pro Excellence | All Rights Reserved
 AIGPE
KEY QUESTIONS – TO IDENTIFY POTENTIAL PROCESS
IMPROVEMENT OPPORTUNITIES
• Are there lots of paper and manual processes?
• Are there many layers of review and approval?
• Are there High error rates and significant rework?
• Low self-service success rates
• Are people dependent on “Tribal knowledge” rather than documentation, manuals and tools to enable process steps?
• Is the first contact resolution low?
• Are the Customer complaints very high?
• Are the Contact Center agent complaints and their turnover high?

Copyright © 2018 Advanced Innovation Group Pro Excellence | All Rights Reserved
 AIGPE
ACTIVITY SOLUTION: CREATE YOUR PROCESS MAP
Accuracy: 62% against a target of 90%
First Contact Resolution: 42% against a target of 95%
Calls the Positively
Describes the Provides A/C
toll-free validates the
query Information
Customer

number A/C

Waits to
speak to
an asso*

Picks call & Asks “How Requests Asks Keeps Further asks Gets back to
Asks query to Relays info to
greets may I help customer A/C verification customer on for any the customer
Call Center Associate

supervisor the customer

customer you?” details questions hold additional Qs & closes call

Makes a Waves to Notes Keeps

note of the query customer
A/C no. supervisor resolution on hold

Takes Places
supervisor paper in
sign-off a tray
Supervisor

Provides Signs off

query the piece
resolution of paper

Copyright © 2018 Advanced Innovation Group Pro Excellence | All Rights Reserved