3rd Review Quiz in TLE 7

Refers to  a symbolic representation of the flow of steps followed in

             contact center services or the people to consider when following

             hierarchy within contact centers.

• Flowcharting   

• Flowchart

Is the most commonly used type of flowchart in contact centers. It

              identifies the steps, activities and decision points when contacting

              customers.

• Top Down Flow Chart 

• Sequential Flow Chart

It arranges the macro steps within a process from the top, which

             includes the major activity topic, to the bottom, which includes minor

             activity.

• Top Down Flow Chart

• Sequential Flow Chart

Are assisted in knowing how a process progress across areas or people.

             It is very important to clarify the roles, duties and responsibilities of each

             call center staff or administrator.

• Deployment Flow Chart  

• Hybrid Flowchart

Is a symbol on any data that agents or customer can read whether via

             soft or hard copy.

• Direct Data  

• Document

Can represent resources generated or used in any type of flowchart.

• Data 

• Document

Is a symbol indicating any steps that is curried out by an agent manually

not automatically.

• Loop Limit   

• Manual Operation

Is an area in diagram where control is consider transferred.

• Display   

• Control Transfer

Is a symbol representing several reports or multiple documents.

• Multiple Documents

• Internal Storage

Contact agents spend a great deal of time sitting on a chair and

                when they do such a position adds stress to the spinal structures .

• Back Rest  

• Headset