Presentation on theme: "Collaborating for Customer satisfaction"— Presentation transcript:
1 Collaborating for Customer satisfaction JVVNL&DATA INFOSYS LIMITEDCollaborating for Customer satisfaction
2 What JVVNL WantsCommunication Connectivity to JVVNL employees with Caller identificationRound the clock operating Consumer Service CentreAutomatic Allotment of ComplainsTracking of ComplainsMIS as required by JVVNLMobile handsets to be original, brand new with standard battery and meet out minimum requirement of 2.5 hrs talk time, 24 hrs standby time and be equipped with features like SMS and vibration alert
3 Data Infosys is catering to the call centre operation of Jaipur Vidyut Vitran Nigam Ltd. (JVVNL) since May With its in-house developed ‘Complaint Management System’ software, we are serving 25 lakhs electricity customers in Jaipur with ease. Since its inception the call centre has been meeting all required parameters to make this project a success.Being a ‘Customer Service’ centric organization, we are keen to have a smile of satisfaction on every customer of yours.Where every customer has the smile of satisfaction, is our goal.
4 The salient features of Data Infosys call centre are: Fully dedicated and manned, 24 X 7 customer service centre. Availability on all holidays, weekends. Equipped with latest hardware and customized software (Complaint Management System) to meet specified requirements. ‘Updated technology’. Automated, software based report generation ensuring ‘no human intervention’ or manipulation. ‘Ensures authenticity of data’. Automated tracking to know in how many rings each call is picked. This enables to check and to ensure that all calls are picked within 3 rings. ‘Meeting SLA’ AND………..
5 Feature to enable supervisor to barge in during a call to monitor quality of incoming & outgoing calls. ‘Taking assistance from Subject Matter Experts’. Software enabled time stamping for all calls to minimize human intervention. ‘Ensures Authenticity’. Highlighting calls record in different colors to ensure timely escalation of required calls. ‘Meeting SLA’. Strong search engine features to locate the customer in the available database. This in turn saves call-handling time, as agents do not have to feed in all details while logging a complaint. ‘Better work speed’ AND………..
6 Caller Line Identification feature to locate records in database on the basis of CLI. ‘Reduce call handling time’. Multiple telephone line feature with single helpdesk No Sequential call landing feature for even distribution of calls to available agents. ‘Even distribution of call load’. CUG network provided by Hutch to maintain effective communication channel & timely escalations. ‘Eradicate all network problems’ AND………..
7 In-house built software facilitates customizing as per In-house built software facilitates customizing as per client’s requirement. ‘Real time customization’. Trained staff with both technical and soft skills to cater to irate customers. They comprise of graduates, postgraduates & MBAs. Staff is trained to handle call pressure during peak seasons. ‘Work done by mature, professional hands’.
8 Benefits to your organization by call center outsourcing into professional hands. The benefits are manifold, lets list them one by one.
9 Call centre sends a coordinated system of responses that effectively enhances communication to customer interactions so that it creates value for the customer and organization. Customer expectations from any service provider are increasing and so is their need for truthful information level. Outsourcing of call centre saves the organization from setting up complete call centre infrastructure cost, work space cost, hardware and software cost, maintenance & running cost. Manpower hiring and all payment, benefits & pension issues can be avoided. It is also the only cost effective method of meeting increasing customer expectations.
10 JVVNL realises the difference that can be made from an efficient call centre since a customer suffering from a power shut down can be very irritable. Better customer relation’s management also results in efficient working of the JVVNL and reduces their time and cost in public dealing. A networked information system at a central point provides accurate and updated information/ report on all sub-stations. All complains and call centre personnel who are skilled in customer relations can handle retaliation. Confirmation calls are regularly made to the consumer to ensure no complaint goes unsolved. Follow up with the consumer also ensures better customer service.
11 Reporting / Performance evaluation of field staff: Let us look at some of the reporting aspects which will assist in better planning and decision taking.
12 HOW WE RESPONDEDA 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 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.
13 Namaskar JVVNL Call Handling Process STEP 1 Call received at EPBAX, Diverted toFree Agent.Agent asks forthe consumersAccountNumberor Billing Nameor Address toidentify theCaller Andnature ofhis complain.Server
14 Namaskar JVVNL Call Handling Process STEP 2 Agent Records the Complain in the softwareformat. Recordsconsumer’sTelephoneNumberIn case ofConsumersidentifiedwith databaseThe Agentrectifiesaddress andadds landmarkServer
15 Namaskar JVVNL Call Handling Process STEP 3 Escalator Forwards the call to theLine staffServer
16 Namaskar JVVNL Call Handling Process STEP 4 Line Party Reports of Complainconfirmation.The escalatorcalls toConfirmscomplianceto consumer.Consumer and satisfaction is reported on resolved complainsServer
17 Namaskar JVVNL Call Handling Process STEP 5 The Call is closed upon Consumersatisfaction.Consumer and satisfaction is reported on resolved complainsServer
18 Namaskar JVVNL Call Handling Process OVERVIEW Consumer and satisfaction is reported on resolved complainsServer
19 Namaskar JVVNL Call Handling Process Quality Check Supervisor can barge to listenAgent’s call forvoice andhandlingperfection.Server
20 Escalation Process (If Complain is not resolved in two hours) QUALITYASSURANCEANDFOLLOWUPJENAENXENSECEMDEscalated in the hierarchy every two hours
21 When Call is Received Callers no. is noted Call landed time Call attended within 7.5 secondsCall diverted to extension no.Close timePickup time
22 Records Agent Activities Login InterfaceAuthenticates AgentsRecords attendanceRecords Agent Activities
23 Repeat Caller is recognized and consumer details and history is displayed Caller ID of theConsumer displayed
24 Consumer SearchAgent searches consumer identification by searching with Account Number or Billing Name or Address. If none is found complain is entered as miscellaneous
25 Recording of Complaint Agent saves Consumer’s complain upon noting of all information and gives complaint no. to the consumer
26 Forwarding & Escalation Console Red Alert denotes complain to be forwarded and black denotes complain forwardedComplains pending for escalation and confirmation under each segment
27 Scheduled ShutdownsScheduled shutdowns and any breakdowns are highlighted in Agents console for quick information to consumers
28 MIS Report Complaint Closed Time Complaint Forwarded Time SDO wise Daily ReportComplaint Forwarded TimeComplaint Processed Time