Presentation on theme: "Collaborating for Customer satisfaction"— Presentation transcript:
1Collaborating for Customer satisfaction JVVNL&DATA INFOSYS LIMITEDCollaborating for Customer satisfaction
2What 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
3Data 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.
4The 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………..
5Feature 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………..
6Caller 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………..
7In-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’.
8Benefits to your organization by call center outsourcing into professional hands. The benefits are manifold, lets list them one by one.
9Call 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.
10JVVNL 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.
11Reporting / Performance evaluation of field staff: Let us look at some of the reporting aspects which will assist in better planning and decision taking.
12HOW 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.
13Namaskar 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
14Namaskar JVVNL Call Handling Process STEP 2 Agent Records the Complain in the softwareformat. Recordsconsumer’sTelephoneNumberIn case ofConsumersidentifiedwith databaseThe Agentrectifiesaddress andadds landmarkServer
15Namaskar JVVNL Call Handling Process STEP 3 Escalator Forwards the call to theLine staffServer
16Namaskar JVVNL Call Handling Process STEP 4 Line Party Reports of Complainconfirmation.The escalatorcalls toConfirmscomplianceto consumer.Consumer and satisfaction is reported on resolved complainsServer
17Namaskar JVVNL Call Handling Process STEP 5 The Call is closed upon Consumersatisfaction.Consumer and satisfaction is reported on resolved complainsServer
18Namaskar JVVNL Call Handling Process OVERVIEW Consumer and satisfaction is reported on resolved complainsServer
19Namaskar JVVNL Call Handling Process Quality Check Supervisor can barge to listenAgent’s call forvoice andhandlingperfection.Server
20Escalation Process (If Complain is not resolved in two hours) QUALITYASSURANCEANDFOLLOWUPJENAENXENSECEMDEscalated in the hierarchy every two hours
21When Call is Received Callers no. is noted Call landed time Call attended within 7.5 secondsCall diverted to extension no.Close timePickup time
31Complaint Recorded more then 3 Times MIS ReportComplaint Recorded more then 3 Times
32MonthYearRegisteredEnquiry/ ShutdownMay20042826June4007July8080Aug10818Sep6215Oct5315Nov3302Dec4587TOTAL45150Jan20054597Feb3717651Mar54621866Apr694522141007450401640110288189681168110979812415389132391068012359647065157337892311701980905200661287627No of Calls Handles
33The Professional of Data Infosys feel privileged to be associated with JVVNL THANK YOU