In this blog, we explore how Interaction Diagrams can be used by your company before using a Call Centre as an outsourcer provider.
What is an interaction diagram?
First, it is relevant to define ‘interaction diagram’. They are models used in computing to describe how a group of objects collaborate in some behaviour. Each diagram shows how messages are passed between objects (their interactions) within a single use-case.
How to create an interaction diagram?
There are at least two ways to create Interaction diagrams. We briefly describe them here for “inspiration purposes” while creating your diagram for customer interactions.
- Sequence Diagram: Objects are presented as vertical lines with messages as horizontal lines between them.
- Collaboration diagram: Objects are shown as icons with arrows indicating the messages sent. It includes a numbering scheme which indicates the sequence of the steps to follow. In addition, a letter can be used to show concurrent threads.
For an example of each, check the Department of Computer Science at the University of Carolina.
How can this be applied to a Call Centre?
When you outsource your customer support, you will define the process required to solve each customer enquiry and this will include different interactions. If the questions are easy probably a list with Frequent Asked Questions will suffice. However, if the answer requires a more detailed process then an interaction diagram could be a lifesaver.
Let’s see an example or using computer language a use-case. In this behavior process, the caller wants a refund. They will pick the phone, dial your customer service phone number, and the agent will answer using the agreed greeting. The next interaction will come from the caller who will explain on more or less detail that he wants a refund. From here, the interaction process goes into more detail depending on your refund policy and the Customer Relationship Management tool used. Different questions will be asked by the agent and different screens will be used within the IT system. Each interaction with the system or with the caller will be shown in the diagram.
But… do I really need an interaction diagram?
It all depends on the complexity of your processes and software / CRM system used. The majority of companies suffice with a customer journey plan. Otherwise, they choose to engage with a business analyst to support the documentation of the process.
If you want more information about how to create a customer journey plan, check our latest blog: