Contact Center Process Linkage Map – Deliver

& Support

Recruitment/

Selection

Acclimation

and

Training

Performance

Eval-Scorecard

& Quality

Monitoring

Performance

Management

Career Planning and Leadership Development

Balanced Life

Training (Reoccurring Agent, Supervisor, Manager, Client Relationship, HR)

Employee

Survey

Workforce

Management

Recognition

And

Appreciation

Client

Contact

Management

Financial

Transaction

Processing

Customer

Inquiry

Management

Customer

Interaction

Management

Quality Assurance and Management

Legend:

Gold box = Deliver (directly & consistently

touching client & customers)

Green box = Support (necessary operations

indirectly or infrequently

touching client & customers

Workload

Placement

Capacity

Planning

Earned

Headcount

Budget

Link to R&S

occurs only

when first

staffing CC –

all other, link

to WFMPromotion/

Job Code

Change

Separation –

Admin Exit

Compensation

and Benefits

Service

Level (SLAs)

Management

Customer

Survey

Customer

Delight

Performance

Improvement

(Career

Commitment)

Escalation

Project

Management

Change

Management

Full-time

Student Intern

& Part-time