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JVVNL
&
Data Infocom LIMITED
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 JVVNLCall Handling Process
Server
STEP 1Call receivedat EPBAX,Diverted to
Free Agent.Agent asks for the consumers
AccountNumber
or Billing Name or Address to identify theCaller Andnature of
his complain.
Namaskar JVVNLCall Handling Process
Server
STEP 2Agent Recordsthe Complain
in the softwareformat. Records
consumer’s TelephoneNumber
In case of Consumersidentified
with databaseThe Agentrectifies
address and adds landmark
Namaskar JVVNLCall Handling Process
Server
STEP 3EscalatorForwards
the call to theLine staff
Consumer and satisfaction is reported on resolved complains
Namaskar JVVNLCall Handling Process
Server
STEP 4Line PartyReports ofComplain
confirmation.The escalator
calls toConfirms
complianceto consumer.
Consumer and satisfaction is reported on resolved complains
Namaskar JVVNLCall Handling Process
Server
STEP 5The Call is
closed upon Consumersatisfaction.
Consumer and satisfaction is reported on resolved complains
Namaskar JVVNLCall Handling Process
Server
OVERVIEW
Namaskar JVVNLCall Handling Process
Server
Quality CheckSupervisor can barge to listenAgent’s call for
voice and handling
perfection.
JENJEN AENAEN XENXEN SESE CECE MDMD
Escalation Process(If Complain is not resolved in two hours)
Escalated in the hierarchy every two hours
QUALITYASSURANCE
ANDFOLLOWUP
When Call is Received
Call attended within 7.5 seconds
Callers no. is noted
Call diverted to extension no.
Pickup time Close time
Call landed time
Login InterfaceAuthenticates AgentsRecords attendance
Records Agent Activities
Caller ID of the Consumer displayed
Repeat Caller is recognized and consumer details and history is 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 ReportsMail Sending Information like To, CC and From Email Addresses
Scheduled shutdowns and any breakdowns are highlighted in
Agents console for quick information to consumers
Report SDO Code Wise Status
SDOCode
Nature Wise Complaint Report
Nature of Complaint
Call Attended After Three Rings
No of Calls
Hour
Hourly Call Traffic Report
HourCall
Abandoned
Number Of Complaints
Pending Complaints
Date Wise Complaint Summary Report
Complaint No. Name
Designation
Complaints not dispatched within 5 seconds
TimeInstance
MIS ReportSDO wise Daily Report
Complaint Forwarded TimeComplaint Closed Time
Complaint Processed Time
MIS ReportMonthly Call
Traffic Report
MIS ReportComplaint Recorded more then 3 Times
The Professional of Data Infocom feel privileged to be
associated with JVVNL
THANK YOU
The Professional of Data Infocom feel privileged to be
associated with JVVNL
THANK YOU