call center workflow

Summary: Product lifecycle integration with business flow (non-digital touch point).

Project Goal

•Task analysis three roles in aftermarket service flow to identify key PERSONAs and TOUCH POINTs.

•Depict customer journey map in aftermarket service flow.(Interaction with system and different business worker.)

•Build up framework for inter-department communication within CCS China aftermarket service.

•Journey map can be used in CCS ERP/CRM requirement refinement when communicate with internal/external stakeholders (e.g., CCS worldwide, CRM/ERP software vendor).

My Responsibility & Deliverables

Context inquiry Carrier China call center.

Interview call center manager and agents. Task analysis the exsiting service workflow for Carrier after-market dept. Workspace analytics and report generation

Define three key roles:

Call center agent, call center manager, and site manager.
Mapping their pain-point from existing tool with the KPI in service flow

Service design methodology