SingleComm Blog



How Process Mapping Creates Real Results

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Using visuals to help learn or better understand a concept is not new. Anyone who has taught a child to count has used blocks, crayons, or toys to represent 1, 2 and 3. Visualization is a major part of Six Sigma, a data-driven approach to reducing process errors and redundancy, and companies of all sizes use process mapping to understand – and improve – the customer experience.

SingleComm, a company that provides technology platforms for the call center industry, has taken the concept of process mapping in a new direction by making it the foundation of its Omni-channel platform. The product highlights the very real efficiencies that are a product of process mapping, lest you think the only outcome is a wall full of sticky notes (and a secure future for those who manufacturer them).

Decreased Development Time

Traditional call center script creation starts with a Word document that includes a seemingly endless use of “If yes, then skip to page 24.” Likened to a Visio document, the SingleComm dynamic script builder skips that step entirely by starting with boxes that represent parts of a call. People creating the scripts simply connect the boxes to indicate what happens next. The result is greater efficiencies not just in the time it takes to create a script, but also the time it takes to get to market. “The process used to take from three to five weeks,” says Paul Levasseur, SingleComm VP of Development. “Today, it can happen in five days.” The benefit to a business’ bottom line is obvious: less time spent in development equals less money spent in development.

Process Improvement

Remember the game telephone? Tommy would say, “Sarah is cute,” and by the time the message was whispered to the fourth kid in line it came out, “My Grandma likes apples.” Script creation is similar. Traditionally, scripts are sent by creators to developers, who then write code in order to enter them into one or more call center platforms. “The developer used to come back with a million questions,” Levasseur says. But because the script builder is literally creating the code while the script is being written, the developer is out of the process, making it more streamlined with less chance of misinterpretation.

Process understanding

Just as customer journey maps are created to understand customer experience, the SingleComm platform provides a clear picture of the life cycle of a phone call, whether for sales or customer service. “Clients can use this tool to visualize the path of the call and quickly see where gaps or questions arise,” Levasseur says. And, because the script builder is dynamic, users can easily move parts of a call in order to make improvements. You can use process mapping in your own business in order to realize similar results. When problems or question arise, take a page from SingleComm and create a visual representation of the steps in order to quickly identify and resolve issues. To learn more about how SingleComm’s dynamic script builder and other tools can help you gain greater call center efficiencies, schedule a free demo today.


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