Process Map Example
Where are possible steps in the process that would affect AHT performance?
Acknowledge call in PureCloud
Is call from candidate?
Verify full name & last 4 of social
Explain results and questions on report
Notate STORM candidate tab only
Yes
Search in STORM
Locate in GoodHire
No
All mail is opened, scanned and uploaded to the documents queue in PureCloud
Support agent will open and interpret type of work
Retask document to the proper queue for workflow
Is this paper mail?
Office assistant gets USPS mail 3x weekly
Yes
End
Provide status update of current report
Notate STORM candidate tab & employer tab
Search STORM for employer
Verify user email & PIN
Is issue about candidate?
Access candidate tab in STORM
Is report within time of service?
Explain estimated turnaround time
Disposition in PureCloud
Yes
Yes
End
No
No
No
Agent accesses fax task in PureCloud
Begin process to expedite to Reports or Verifications
Explain turn around time to candidate
Notate STORM candidate tab only
Search STORM for employer account and company account
Receive task through PureCloud queue
Valid no Candidate Alert or pending?
Open candidate in STORM
Note content of file in STORM
Save As candidate name
Is issue for invoice?
Search STORM for all recent invoices
Clarify invoice details
Match customer expectation?
Notate STORM employer tab
Customer Support contact queues
Open file
Yes
Print letter as PDF
Attach file in STORM
Yes
Yes
No
No
No
Request W-9 business license or support documentation
Submit ticket to account team (Ethan Peters) for customer contact/support
Open Alert letter template for employer
Update candidate name and address
Open Documents tab in STORM
Disposition in PureCloud
End
What ideas from your own
What processes do you know of within Inflection that have an opportunity to improve AHT?
experience could improve this process?
46
© 2021 Insite Managed Solutions, LLC. All Rights Reserved. Confidential and Proprietary Information of Insite Managed Solutions, LLC. © 2007-
Powered by FlippingBook