Call Center Processing 

Purpose

In this scenario, customer problems are entered at your service headquarters (Call Center) and - as far as possible - are then processed over the phone and rectified. This is performed in a call center environment, which makes it possible to link the telephony control functions and the processing of business transactions directly with one another.

If neither material nor technicians are required in order to rectify the problem, but the customer just needs consulting advice from a technical or organizational perspective, these steps can be directly defined and managed using notification-related tasks.

The main components/characteristics of this scenario are:

The processing of customer problem notifications can take place with or without reference to a service contract (compare this to the scenario Long-Term Service Agreements). In this way, you can, for example, guarantee your customers particular processing times for a problem notification within the framework of service agreements.

Prerequisites

Within the framework of the scenario Call Center Processing, you can use the integrated business functions of the following SAP application components:

SAP Component

Functions

Customer Interaction Center (CIC)

Agent Front Office; Evaluation functions

Customer Service (CS)

Problem management in Call Center Processing

Complete SAP System (mainly MM and SD)

Freely configurable connection of any of the required SAP functionality to the Customer Interaction Center component.

Process Flow

Front Office

The core component of this scenario is a user-specific call center work center (known as Front office in the SAP System). From this screen interface, an individual agent in your service center can control and perform all the customer information, business processes, and activities he or she requires. The agent can, for example, create and call up customer data, enter and process service notifications, and so on. During the processing of incoming customer calls, your agent can access both internal and external HTML pages (Intranet/Internet), and save, link, and call up solutions with the help of an internal database of typical problems (symptoms).

Both the user interface and the selection of required functions can be freely configured to meet the specific requirements of the individual agent.

The integration of telephony functionality (Computer Telephony Integration) enables both incoming and outgoing calls to be processed.

Evaluations

This scenario comprises an comprehensive reporting function that can be used to analyze and monitor different areas of call center processing to different degrees of detail (for example, time analyses, call volumes, and activity analyses for each agent).

Result

Whether or not you deploy technicians within the framework of your customer service, you can use the call center functionality described above as the basis on which your customer services are processed.