JVVNL Data Infocom LIMITED Collaborating for Customer satisfaction
JVVNL & Data Infocom LIMITED Collaborating for Customer satisfaction
What JVVNL Wants • • • Communication Connectivity to JVVNL employees with Caller identification Round the clock operating Consumer Service Centre Automatic Allotment of Complains Tracking of Complains MIS as required by JVVNL Mobile handsets to be original, brand new with standard battery and meet out minimum requirement of 2. 5 hrs talk time, 24 hrs standby timeand be equipped with features like SMS and vibration alert
How we responded • A CUG System with 210 Mobile sets even surpassing the minimum specifications • A Call Center with a clear 24 X 7 X 365 days environment. • Single easy to recall number 5150055 and 1912 facility for Rainbow users while all efforts to convince BSNL is jointly on • All complains are recorded by the software in its database and transferred to designated JVVNL staff within 5 minutes • Complains are tracked and escalated followed up in the hierarchy of JVVNL officers • MIS Reports are duly generated and furnished in 12 suggested formats of JVVNL
Namaskar JVVNL Call Handling Process STEP 1 Call received at EPBAX, Diverted to Free Agent asks for the consumers Account Number or Billing Name or Address to identify the Caller And nature of his complain. Server
Namaskar JVVNL Call Handling Process STEP 2 Agent Records the Complain in the software format. Records consumer’s Telephone Number In case of Consumers identified with database The Agent rectifies address and adds landmark Server
Namaskar JVVNL Call Handling Process STEP 3 Escalator Forwards the call to the Line staff Server
Namaskar JVVNL Call Handling Process STEP 4 Line Party Reports of Complain confirmation. The escalator calls to Confirms compliance to consumer. Consumer and satisfaction is reported on resolved complains Server
Namaskar JVVNL Call Handling Process STEP 5 The Call is closed upon Consumer satisfaction. Consumer and satisfaction is reported on resolved complains Server
Namaskar JVVNL Call Handling Process OVERVIEW Consumer and satisfaction is reported on resolved complains Server
Namaskar JVVNL Call Handling Process Quality Check Supervisor can barge to listen Agent’s call for voice and handling perfection. Server
Escalation Process (If Complain is not resolved in two hours) QUALITY ASSURANCE AND FOLLOWUP JEN AEN XEN SE CE Escalated in the hierarchy every two hours MD
When Call is Received Callers no. is noted Call diverted to extension no. Call landed time Pickup time Call attended within 7. 5 seconds Close time
Login Interface Authenticates Agents Records attendance Records Agent Activities
Repeat Caller is recognized and consumer details and history is displayed Caller ID of the Consumer displayed
Consumer Search Agent searches consumer identification by searching with Account Number or Billing Name or Address. If none is found complain is entered as miscellaneous
Recording of Complaint Agent saves Consumer’s complain upon noting of all information and gives complaint no. to the consumer
Forwarding & Escalation Console Red Alert denotes complain to be forwarded and black denotes complain forwarded Complains pending for escalation and confirmation under each segment
Scheduled Shutdowns Scheduled shutdowns and any breakdowns are highlighted in Agents console for quick information to consumers
Call Details Select Criteria to find out calls.
Email Reports Mail Sending Information like To, CC and From Email Addresses
Report SDO Code Wise Status SDOCode Scheduled shutdowns and any breakdowns are highlighted in Agents console for quick information to consumers
Nature Wise Complaint Report Nature of Complaint
Call Attended After Three Rings Hour No of Calls
Hourly Call Traffic Report Hour Call Abandoned Number Of Complaints Pending Complaints
Date Wise Complaint Summary Report Complaint No. Name Designation
Complaints not dispatched within 5 seconds Instance Time
Complaint Closed Time Complaint Forwarded Time MIS Report SDO wise Daily Report Complaint Processed Time
MIS Report Monthly Call Traffic Report
MIS Report Complaint Recorded more then 3 Times
The Professional of Data Infocom feel privileged to be associated with JVVNL THANK YOU
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