Visual mapping of call handling procedures

Omfax consultants offer workshops to help produce a visual map of all call handling procedures. This incorporates Keyfax functions to design an intelligent Repairs or Enquiries Diagnostic script.

Omfax’s role in the process mapping workshop is ‘facilitator’, guiding everyone through mapping organisational processes, and applying best practices. We will also highlight how Keyfax can enhance a process.

Sometimes the different service areas have little understanding of procedures in the customer centre. Often these workshops have provided ‘light bulb’ moments, and led to a realisation that better communication between service areas is needed.

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Omfax’s role in the process mapping workshop is ‘facilitator’, guiding everyone through mapping organisational processes.

Suggested attendees and approach

The group should remain small and include subject matter experts (SMEs) and if possible, decision makers.

  • Omfax representative
  • Customer Project Manager
  • Service Area SME/decision maker: Surveyor, Neighbourhood manager
  • Contact Centre SME/decision maker: Head of Customer Services, Team Leader/CS Advisor.

We follow the same phased approach throughout

Mindset & Theory
This helps the participants understand Keyfax’s capabilities, and provides visual ideas of the workshop goals.

Collect 
We gather all the information for the structure and (importantly) the content of the diagnostics.

Create
We produce a visual map of the service centres procedures, and use Keyfax to make them more efficient.

Commit
We take our mapped processes and agree a plan for building and maintaining the diagnostic scripts.

Participants complete the workshop with visual maps of all of their customer service processes. In addition, they will have tangible next steps and expectations for implementing the diagnostics scripts.

Flow Training Diagram

“Keyfax ticked all the boxes for us. One of the biggest attractions was that it would integrate seamlessly with our existing housing management system, MIS Active-H.”

Mandy Holian – Previously Customer Service Contact Manager, Bromford Living