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JVVNL & DATA INFOSYS LIMITED

JVVNL & DATA INFOSYS 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

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JVVNL & DATA INFOSYS LIMITED

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  1. JVVNL & DATAINFOSYSLIMITED Collaborating for Customer satisfaction

  2. 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 • Connectivity with Close User Group network.

  3. Data Infosys is catering to the call centre operation of Jaipur Vidyut Vitran Nigam Ltd. (JVVNL) since May 2004. With its in-house developed ‘Complaint Management System’ software, we are serving 15 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. 1912.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 client’s requirement. ‘Lowest possible time, customization’. Trained staff with both technical and soft skills to cater to customers. They comprise of graduates, postgraduates & MBAs. trained to handle call pressure during peak seasons. ‘Work done by mature, professional hands’.

  8. Benefits to JVVNL by outsourcing call center into professional hands.The benefits are manifold, lets list them one by one.

  9. Customer Satisfaction derived as all the customers being handled politely .Some polite request from JVVNL customers … ”Can you get my water problem also resolved ?”“How have you come to know about our details ?”“My telephone is not working,, please help ? “ Better customer relation results in efficient working of the JVVNL and reduces their time and cost in public dealing. All complaints handled at a central point provides accurate and updated information and report on all sub-stations (MIS).Confirmation calls are regularly made to the consumer to ensure no complaint goes unsolved. Follow up with the consumer also ensures better customer service.

  10. Reporting / Performance evaluation of field staff:Let us look at some of the reporting aspects which assist us in better planning and decision taking.

  11. HOW WE RESPONDED • A CUG System with 210 Mobile sets . • A Call Center with a clear 24 X 7 X 365 days environment. • Single easy to recall number 1912 . • 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.

  12. Namaskar JVVNL Call Handling Process STEP 1 Call received at EPBAX, Diverted to Free Agent. Agent asks for the consumers Account Number or Billing Name or Address to identify the Caller And nature of his complain. Server

  13. 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

  14. Namaskar JVVNL Call Handling Process STEP 3 Escalator Forwards complaint to the Line staff Server

  15. Namaskar JVVNL Call Handling Process STEP 4 Line Party Reports of Complaint after rectification. The escalator calls to confirm compliance to consumer. Consumer and satisfaction is reported on resolved complains Server

  16. Namaskar JVVNL Call Handling Process STEP 5 The Call is closed after it is being Confirmed from consumer Consumer and satisfaction is reported on resolved complains Server

  17. Namaskar JVVNL Call Handling Process OVERVIEW Consumer and satisfaction is reported on resolved complains Server

  18. Namaskar JVVNL Call Handling Process Quality Check Supervisor can barge to listen Agent’s call for voice and handling perfection. Server

  19. Escalation Process (If Complain is not resolved in two hours) QUALITY ASSURANCE AND FOLLOWUP JEN AEN XEN SE CE MD Escalated in the hierarchy every two hours

  20. When Call is Received Callers no. is noted Call landed time Call attended within 7.5 seconds Close time Call diverted to extension no. Pickup time

  21. Login Interface Authenticates Agents Records attendance Records Agent Activities

  22. Caller ID of the Consumer displayed Repeat Caller is recognized and consumer details and history is displayed

  23. 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

  24. Recording of Complaint Agent saves Consumer’s complain upon noting of all information and gives complaint no. to the consumer

  25. Forwarding & Escalation Console Red Alert denotes complain to be forwarded and black denotes complain forwarded Complains pending for escalation and confirmation under each segment

  26. Scheduled Shutdowns Scheduled shutdowns and any breakdowns are highlighted in Agents console for quick information to consumers

  27. MIS Report SDO wise Daily Report Complaint Forwarded Time Complaint Processed Time Complaint Closed Time

  28. MIS Report Monthly Call

  29. MIS Report Traffic Report

  30. MIS Report Complaint Recorded more then 3 Times

  31. No of Calls Handled up till December 2005. 1,97,924

  32. TEAM - Data Infosys feels privileged to be associated with JVVNL and serving Jaipur citizens. THANK YOU

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