This process diagram represents a Call Center process where an Operator answers all calls and then passes them off to a Support Representative based on the callers location (the US or International). While the Operator is good, some callers hangup/renege after a couple minutes. A quick triage and the caller is sent to an appropriate Investment Specialist or to an Account Specialist depending on their issue/question. When callers' issues are resolved, they are asked to complete a survey administered by a Quality Control Survey Specialist, but only 10% of all callers opt to participate in the survey.