jvvnl & data infocom limited jvvnl & data infocom limited collaborating for customer...

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.


Server

STEP 2Agent Recordsthe Complain

in the softwareformat. Records

consumer’s TelephoneNumber

In case of Consumersidentified

with databaseThe Agentrectifies

address and adds landmark


Server

STEP 3EscalatorForwards

the call to theLine staff

Consumer and satisfaction is reported on resolved complains


Server

STEP 4Line PartyReports ofComplain

confirmation.The escalator

calls toConfirms

complianceto consumer.



Server

STEP 5The Call is

closed upon Consumersatisfaction.



Server

OVERVIEW


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

jvvnl & data infocom limited jvvnl & data infocom limited collaborating for customer...

Documents