1. INTRODUCTION TO
THE CALL CENTER
PROCESS
USER’S GUIDE
Created By: Kathy Avila

2. 2
Created By: Kathy Avila
INTRODUCTION
Purpose This course provides an overview of the call center processes.
Table of
Contents
INTRODUCTION .........................................................................................................................................2
INTRODUCTION, CONTINUED .............................................................................................................3
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER PROCESS ..................................................4
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER PROCESS ..................................................5
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER PROCESS ..................................................6
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER PROCESS ..................................................7

3. 3
Created By: Kathy Avila
INTRODUCTION, CONTINUED
Prerequisites None
Course
Objectives
After completing this course, you will be able to:
 Identify how requests are received.
 Identify the different types of requests
 Differentiate Benefit (B) from Sales (S) requests
 Identify key systems
 Determine services
 Explain re-directing calls
Target
Audience
Call Center Associates
Timing This course is approximately 1.5 hours of Instructor-led training.

4. 4
Created By: Kathy Avila
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER
PROCESS
Purpose This lesson provides an overview of the Call Center Process.
Lesson Objectives
 Identify how requests are received.
 Identify the different types of requests
 Differentiate Benefit (B) from Sales (S) requests
 Identify key systems
New Terminology
New Term Description
Benefit Something that is advantageous or good of the client.
Re-direct To change the direction or focus of a call from a client.

5. 5
Created By: Kathy Avila
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER
PROCESS
Request Process Flow
1. Receive Request: The call center process starts when a call center associate receives a call
or fax from a client.
2. Process Call or Fax: If the customer is certified the call center associate will process their
information in the system.

6. 6
Created By: Kathy Avila
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER
PROCESS
Determining the Type of Request: Benefits or Sales
Individual
Activity
Determining the Type of Request:Benefits or Sales
Estimated Time: 5 minutes
Instructions:Listen while the facilitator reads or plays the recorded call scenario.
Identify if this is a benefits or sales request.
Scenario:
 Care Associate: Thank you for calling the call center. This is ______, your
call center associate. How can I help you today?
 Client: Hi, this is Carrie from the space industries office. I need to know
the status of an order.
 Care Associate: Well, I’d be happy to help you with that. What’s the order
number?
What type of request is the caller making? ___________
Individual
Activity
Determining the Type of Request: Benefits or Sales
Estimated Time: 5 minutes
Instructions: Listen while the facilitator reads or plays the recorded call
scenario. Identify if this is a benefits or sales request.
Scenario:
 Care Associate: Thank you for calling the call center. This is ______, your
call center associate. How can I help you today?
 Health Care Provider: Hi, this is Betty from Steven and Co. I need a
benefits estimate.
 Care Associate: Well, I’d be happy to help you with that. What’s your
company ID?
What type of request is the caller making? ___________

7. 7
Created By: Kathy Avila
LESSON 1.0.1: OVERVIEW OF THE CALL CENTER
PROCESS
Summary
You should now be able to:
 Identify how requests are received.
 Identify the different types of requests
 Differentiate Benefit (B) from Sales (S) requests
 Identify key systems