WEEK 11 (14-18 JUNE)

This week I was asked to design a call flow for the company's product UNICEED. A call flow is an interactive voice response application. The call flow describes how the caller enters the application, the options and inputs (key presses) that are provided to the caller, and the application's response to these inputs. Before designing a call flow, certain criteria need to be planned. For example, how many languages are available for this customer service or what departments do I route the calls to. 

Call Flow Diagram

The call flow is divided into 4 levels and 3 options. When a customer call UNICEED customer service, firstly they have to choose their preferred language. Then, departments that they wanna deal with. Next would be the subcategory of the department and finally is what they wanna specialized on. 

There 3 options available are English, Bahasa Melayu and Mandarin (level 1). Each language are divided into sales & marketing, technical assistance, billing, general enquiries and automated guide. These are called the departments (level 2). 

Under sales & marketing department, there are features, packages, rates and reseller information. Whereas under the technical assistance, the choices available are voice, fax, email and sms. Payment, renewal and reload options are available under billing department. Other than that, if the customer choose general enquiries, it will directly connect them to the telephone operator. Under the automated guide are sales, technical and billing. All these are sub-categories (level 3).

The final level is level 4 (specialized on). This level is only available for sales & marketing and automated guide. Under sales-features, there are voice, fax, email and sms. Whereas under rates, available options are domestic and international. For reseller information, there are uniceed seller program and private label program. Finally, the under each sub-categories of automated guide, there are few frequently asked questions (Q&A). This option will assist the customer when it's after office hours. 

All these levels are then translated to Bahasa Melayu and Mandarin in order to cater customer's needs in other languages. Besides that, I had to convert those text to speech. This was done by using Text-To-Speech software. After recording the voices, I edited the voice file in wavepad editor by changing the sample frequencies, bit rate and many more.