3.0 - Call-flow and Automation to process maps

Christina Dechent
Christina Dechent
  • Updated

Now that you have gained a good understanding of describing your call flow and its integration with your CRM/helpdesk, let's explore how to translate it into a process map or flow chart.

✹ What to expect:

Throughout the babelforce help center, you will find numerous articles that provide step-by-step guidance on implementing various use cases. While these articles may delve into technical details, most of them begin with a process map as a visual representation of the workflow. An example of such a process map is shown below:

The objective of this tutorial section is to help you feel confident in creating process maps based on the written description of your workflow.

In the next section, we will introduce you to one widely used process map standard known as BPMN (Business Process Model and Notation). However, feel free to use any language or tool of your preference to map your processes.

Although creating a process map is not mandatory, we highly recommend it for the following reasons:

  1. Complexity and Error Mitigation: Call flows and automations can become highly complex, often exceeding our cognitive capacity. Without a clear overview, mistakes and incorrect implementations are more likely to occur. Visualizing your process through a process map helps mitigate these risks.

  2. Process Optimization: Drawing your process not only aids in implementation but also prompts you to rethink and optimize your existing processes. It offers an opportunity to streamline and enhance efficiency.

  3. Documentation and Understanding: Process maps serve as valuable documentation. If you need to make changes to your call flow in the future, visual representation becomes crucial for recalling what was implemented, even after a considerable period. Additionally, process maps facilitate understanding for other team members or stakeholders.

Therefore, we strongly encourage you to invest time in translating your processes into process maps. As you deepen your understanding of babelforce, your proficiency in this area will improve significantly.

The next section will introduce the BPMN standard.

If you prefer not to use this particular process modeling language, you can directly proceed to the section that explains how to translate your descriptions into a process map.

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