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Call Center Service Request Process

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Call center agents or customer service representatives typically perform the tasks required to process a service request.

This is an example of a typical service request process.

Receive Incoming Call. A customer calls to report a problem with a product or service.
Receive and Open Request. The agent opens a service request, enters or verifies customer and product information, and records a description of the problem.
Verify Service Level and Enter Details. The agent then checks to see if the customer has a service agreement for the level of service needed to resolve the problem. The agent verifies that the agreement has not expired, and the person on the phone is an approved contact. If the customer does not have the appropriate level of service, the agent cancels the service request and routes the call to the appropriate department.
Assign the Request. When an agent is unable to resolve the problem over the phone, that agent can route the service request to other agents who have more expertise.

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