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training FOR TRAINER

Interaction and Complaint Handling. training FOR TRAINER . Customer Assistant Through Automated, Lean & Integrated System. Jumat , 9 Mei 2014 Hotel Tentrem , Yogyakarta. Agenda Training. Bab 1 & 2: . Interaction & Complain Handling Overview. Bab 3: . Bab 4: . Bab 5: . Create Activity.

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training FOR TRAINER

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  1. Interaction and Complaint Handling training FOR TRAINER Customer Assistant Through Automated, Lean & Integrated System Jumat, 9 Mei 2014 Hotel Tentrem, Yogyakarta

  2. Agenda Training Bab 1 & 2: Interaction & Complain Handling Overview Bab 3: Bab 4: Bab 5: Create Activity Create SR Follow Up SR Bab 7: Bab 6 Close SR Escalate SR Bab 8 ICH Additional Feature Bab 10: Bab 9 Modify Account Management Through SR Adjustment , Delay Block & Installment

  3. Agenda Training Bab 1 & 2: Interaction & Complain Handling Overview Bab 3: Bab 4: Bab 5: Create Activity Create SR Follow Up SR Bab 7: Bab 6 Close SR Escalate SR Bab 8 ICH Additional Feature Bab 10: Bab 9 Modify Account Management Through SR Adjustment , Delay Block & Installment

  4. Interaction & Complaint Handling BAB 1 Interaction & Complaint Handling Overview BAB 2 MenerimaInteraksidariPelanggan BAB 3 Membuat Activity danIdentifikasi Activity Code BAB 4 Membuat Service Request dan Assignment Manager BAB 5 MenindakLanjuti SR danMengelola Activity Plan BAB 6 Eskalasike Backend System (Remedy) BAB 7 Melakukan Close SR atau Cancel SR BAB 8 Fungsitambahandi ICH (Notifikasi, Pending, dll) BAB 9 Fitur Adjustment, Delay Block, dan Installment BAB 10 Mengubah data CCA, CA dan BA melalui SR 4

  5. BAB 1 Interaction and Complaint Handling Business Process Overview • Objektif: User mengetahuidanmengertigarisbesarbisnisprosesdi module Interaction and Complaint Handling di CATALIST Siebel

  6. Structure of Complaint Handling Model Fax Channel of interaction Gallery Call Center Email Portal 1st level Gallery CSR 1st Level Inbound Agent Correspondent Agent 2nd level Gallery CSR 2nd Level Outbound Agent 3rd Level Backend Agent

  7. BAB 1 Interaction and Complaint Handling Business Process Overview 2. Membuat Activity danMenetapkan Activity Code 3. Membuat SR danMelakukan Assignment 1. MenerimaInteraksidanIdentifikasiPelanggan Inbound Agent / CSR/ Correspondent/ Service Assurance 6.Melakukan Close SR atau Cancel SR 4. MenindakLanjuti SR danMengelola Activity Plan Outbound Agent 5. Eskalasike Back end system (Remedy) Back End Agent 7. FungsiTambahan ICH (Notifikasi by Email, Pending, SR Detail, dsb)

  8. BAB 1 Interaction and Complaint Handling Business Process Overview Terminology:

  9. BAB 1 Interaction and Complaint Handling Business Process Overview Terminology:

  10. Interaction & Complaint Handling BAB 1 Interaction & complaint Handling Overview BAB 2 MenerimaInteraksidariPelanggan BAB 3 Membuat Activity danIdentifikasi Activity Code BAB 4 Membuat Service Request dan Assignment Manager BAB 5 MenindakLanjuti SR danMengelola Activity Plan BAB 6 Eskalasike Backend System (Remedy) BAB 7 Melakukan Close SR atau Cancel SR BAB 8 Fungsitambahandi ICH (Notifikasi, Pending, dll) BAB 9 Fitur Adjustment, Delay Block, dan Installment BAB 10 Mengubah data CCA, CA dan BA melalui SR 10

  11. BAB 2 Menerima Interaksi dari Pelanggan Prosesmenerimainteraksidaripelangganmelalui berbagai channel, meliputiGaleri, Contact Center, Email, Fax dan Portal. Objektif: • Identifikasi profile pelanggan

  12. BAB 2 Menerima Interaksi dari Pelanggan 1. Melakukankomplainataupermintaan 2. Melalui Channel Call Center, Galeri, Email, Fax atau Portal Customer 4. Masukke Activity List Applet Screen 3. Login keAplikasi CATALIST Inbound Agent / CSR 6. IdentifikasiPelanggan 5. Stand by menerimainteraksidaripelanggan

  13. Agenda Training Bab 1 & 2: Interaction & Complain Handling Overview Bab 3: Bab 4: Bab 5: Create Activity Create SR Follow Up SR Bab 7: Bab 6 Close SR Escalate SR Bab 8 ICH Additional Feature Bab 10: Bab 9 Modify Account Management Through SR Adjustment , Delay Block & Installment

  14. Interaction & Complaint Handling BAB 1 Interaction & Complaint Handling Overview BAB 2 MenerimaInteraksidariPelanggan BAB 3 Membuat Activity danIdentifikasi Activity Code BAB 4 Membuat Service Request dan Assignment Manager BAB 5 MenindakLanjuti SR danMengelola Activity Plan BAB 6 Eskalasike Backend System (Remedy) BAB 7 Melakukan Close SR atau Cancel SR BAB 8 Fungsitambahandi ICH (Notifikasi, Pending, dll) BAB 9 Fitur Adjustment, Delay Block, dan Installment BAB 10 Mengubah data CCA, CA dan BA melalui SR 14

  15. BAB 3 Membuat Activity dan Identifikasi Activity Code Prosesmencatatsetiapinteraksidaripelanggandengan membuat activity record di Siebel danidentifikasi permintaandankomplaindalambentuk activity code Objektif: • Mencatatpermintaanataukomplaindaripelanggan • Menampilkan data pelanggandenganmengisi service number/service id, CA/BA/SA • Sebagaidasaranalisa agent dalammembuat SR, berdasarkan ticket type dari Activity Code (Info, Request, Dispute, Complaint atau Campaign)

  16. BAB 3 Membuat Activity dan Identifikasi Activity Code

  17. BAB 3 Membuat Activity dan Identifikasi Activity Code Activity Code Hierarchy: Ticket Type JenisTiketdari Activity Code, contoh: AM-Request, 11-Info, 12-Request, 13-Dispute, 14-Complaint, 15-Campaign. Issue Group Kelompokisudari Activity Code, contoh: 1101-Network Issue Sub Group Activity Code

  18. BAB 3 Membuat Activity dan Identifikasi Activity Code Activity Code Hierarchy: Ticket Type Issue Group Kode yang digunakanuntukidentifikasiaktivitasdenganpelanggan, Contoh: 1101020001 - Interconnection With Other Operator Issue Sub Group Sub kelompokisudari Activity Code, contoh: 110102 - Interconnection Activity Code

  19. BAB 3 Membuat Activity dan Identifikasi Activity Code Priority vs Severity: Priority: Status yang diberikanuntukmenunjukantingkatkepentinganatauurgensidarisuatu case Contoh: 1. 4101010001 - Hard Down - Link Down  Priority 1-ASAP 2. 1102030001- GPRS Activation  Priority 4-Low Severity: Dampakatautingkatkeparahan yang dialamiolehpelanggandarimasalah yang timbul. Contoh: 1. 4101010001 - Hard Down - Link Down  Severity 1-Critical 2. 1102030001- GPRS Activation  Severity 3-Medium

  20. BAB 3 Membuat Activity dan Identifikasi Activity Code Activity Code Mapping for each Product Category : Mobile: 11 - Info 12 – Request 13 – Dispute 14 – Complaint 15 - Campaign MIDI: 21 – Info 22 – Request 23 – Dispute 24 – Complaint 25 – Campaign IPhone: 31 – Info 32 – Request 33 – Dispute 34 – Complaint 35 – Campaign Administration: AM - Administration FBB: 41 – Info 42 – Request 43 – Dispute 44 – Complaint 45 – Campaign IT Service: 51 – Info 52 – Request 53 – Dispute 54 – Complaint 55 – Campaign

  21. BAB 3 Membuat Activity dan Identifikasi Activity Code 2. Input Service Number/ID, CCA/CA/BA/SA 1. Klicktombol “New” di Activity List Inbound Agent / CSR 4. Identifikasi activity code 3. Menampilkan Data Pelanggansesuai data yang di input

  22. BAB 3 Membuat Activity dan Identifikasi Activity Code 1. Klik view Activity untukmenampilkan list Activity yang ada 2. Klik button “New” untukmembuat Activity baru 3. Activity yang baruter create dan drill down keactvitytersebut

  23. BAB 3 Membuat Activity dan Identifikasi Activity Code 4. Klik view tab Activity Code setelah drill down kedalam Activity# 5. Klik Button New untukmemilih activity code yang sudahdisediakan 6. Activity code yang telahdipilihakantercreate

  24. BAB 3 Membuat Activity dan Identifikasi Activity Code Tampilan List Activity Code saatlakukan query terhadap activity code

  25. BAB 3 Membuat Activity dan Identifikasi Activity Code Note: Untukinteraksidari email, fax dan portal dapat dilihatdari screen tab “Communication” 1. Klik Screen Tab “Communication” untukmelihatsemuainteraksidari email, Fax atau Portal 3. Drill down kedalam Activity# untukmelengkapi detail activity info dan Create SR 2. Lihatisidari Body email untukidentifikasi Junk Email?

  26. BAB 3 Membuat Activity dan Identifikasi Activity Code 4. Mengikutiproses Create SR sepertibiasa, denganidentifikasi activity code dan KliktombolCreate SR.

  27. Agenda Training Bab 1 & 2: Interaction & Complain Handling Overview Bab 3: Bab 4: Bab 5: Create Activity Create SR Follow Up SR Bab 7: Bab 6 Close SR Escalate SR Bab 8 ICH Additional Feature Bab 10: Bab 9 Modify Account Management Through SR Adjustment , Delay Block & Installment

  28. Interaction & Complaint Handling BAB 1 Interaction & Complaint Handling Overview BAB 2 MenerimaInteraksidariPelanggan BAB 3 Membuat Activity danIdentifikasi Activity Code BAB 4 Membuat Service Request dan Assignment Manager BAB 5 MenindakLanjuti SR danMengelola Activity Plan BAB 6 Eskalasike Backend System (Remedy) BAB 7 Melakukan Close SR atau Cancel SR BAB 8 Fungsitambahandi ICH (Notifikasi, Pending, dll) BAB 9 Fitur Adjustment, Delay Block, dan Installment BAB 10 Mengubah data CCA, CA dan BA melalui SR 28

  29. BAB 4 Membuat Service Request dan Assignment Manager Prosesmembuat SR untuklakukaneskalasi enquiry dari pelangganke level outbound (2nd level) agar bisa ditindaklanjutidandiselesaikandenganmelakukan Close terhadap status SR di Siebel. Objektif: • Eskalasike Level Outbound melalui assignment manager untukditindaklanjuti.

  30. BAB 4 Membuat Service Request dan Assignment Manager

  31. BAB 4 Membuat Service Request dan Assignment Manager 2. Tampilkan Applet SR dengan detail pelangandanaset 1. Klicktombol “Create SR” di Activity Code View Tab 4. Melakukan Interaction Closure terhadappelanggan 3. Lakukan Auto atau Manual Assignment ke Outbound Agent Inbound Agent / CSR 5. Stand by menerimainteraksiberikutnyadaripelanggan

  32. BAB 4 Membuat Service Request dan Assignment Manager Auto Assignment Manager Rules: Product Category (Mobile, MIDI, Iphone, FBB dan IT Service) Customer Classification (VIP atau Non VIP) Customer Type (Corporate, SME Formal, SME Entrepreneur atau Corporate Reference) Agent Availability Agent Workload 32

  33. BAB 4 Membuat Service Request dan Assignment Manager 1. Kliktombol Create SR untukmembuat SR dari Activity code yang dipilih 33

  34. BAB 4 Membuat Service Request dan Assignment Manager 2. SR sudahter create dengan status “Open “dan sub status Blank 34

  35. BAB 4 Membuat Service Request dan Assignment Manager 35 3. Untuk trigger Auto Assignment harusrubah sub status menjadi “Unassigned”

  36. BAB 4 Membuat Service Request dan Assignment Manager 4. SR akanotomatisdi assigned ke Agent sesuaidenganassigment skill yang sudahditentukan 36

  37. Agenda Training Bab 1 & 2: Interaction & Complain Handling Overview Bab 3: Bab 4: Bab 5: Create Activity Create SR Follow Up SR Bab 7: Bab 6 Close SR Escalate SR Bab 8 ICH Additional Feature Bab 10: Bab 9 Modify Account Management Through SR Adjustment , Delay Block & Installment

  38. Interaction & Complaint Handling BAB 1 Interaction & Complaint Handling Overview BAB 2 MenerimaInteraksidariPelanggan BAB 3 Membuat Activity danIdentifikasi Activity Code BAB 4 Membuat Service Request dan Assignment Manager BAB 5 MenindakLanjuti SR danMengelola Activity Plan BAB 6 Eskalasike Backend System (Remedy) BAB 7 Melakukan Close SR atau Cancel SR BAB 8 Fungsitambahandi ICH (Notifikasi, Pending, dll) BAB 9 Fitur Adjustment, Delay Block, dan Installment BAB 10 Mengubah data CCA, CA dan BA melalui SR 38

  39. BAB 5 Menindak Lanjuti SR dan Mengelola Activity Plan Proses outbound agent melakukan follow up terhadap SR denganmengikuti template activity plan yang sudah disediakan. Objektif: • Activity plan template sudahdidefinisikan per activity code, memudahkan outbound agent dalamlakukan follow up SR

  40. BAB 5 Menindak Lanjuti SR dan Mengelola Activity Plan 1. Login ke Siebel CATALIST danCek “Home” applet 3. Ubah status SR menjadi “Inprogress” 2. Drill down SR# untukmelihat detail SR Outbound Agent 4. Klik Activity Plan View Tab dari SR# 5. Follow Up SR melalui activity plan yang sudahtersedia

  41. BAB 4 Menindak Lanjuti SR dan Mengelola Activity Plan 2. SR yang sudahdi Assign akantampildi Home Screen agent dansiapdi follow up 41

  42. BAB 4 Menindak Lanjuti SR dan Mengelola Activity Plan 4. Klik View Activity Plan untukmembuat activity plan sesuai template yang sudahdisediakan 3. Agent Drilldown kedalam SR untukmelihat detail SR danmerubah status dari Open keInprogress 42

  43. BAB 4 Menindak Lanjuti SR dan Mengelola Activity Plan 43 5. Setelahkliktombol New maka list Activity Plan akanotomatistampilsesuaitemplatenya

  44. Agenda Training Bab 1 & 2: Interaction & Complain Handling Overview Bab 3: Bab 4: Bab 5: Create Activity Create SR Follow Up SR Bab 7: Bab 6 Close SR Escalate SR Bab 8 ICH Additional Feature Bab 10: Bab 9 Modify Account Management Through SR Adjustment , Delay Block & Installment

  45. Interaction & Complaint Handling BAB 1 Interaction & Complaint Handling Overview BAB 2 MenerimaInteraksidariPelanggan BAB 3 Membuat Activity danIdentifikasi Activity Code BAB 4 Membuat Service Request dan Assignment Manager BAB 5 MenindakLanjuti SR danMengelola Activity Plan BAB 6 Eskalasike Backend System (Remedy) BAB 7 Melakukan Close SR atau Cancel SR BAB 8 Fungsitambahandi ICH (Notifikasi, Pending, dll) BAB 9 Fitur Adjustment, Delay Block, dan Installment BAB 10 Mengubah data CCA, CA dan BA melalui SR 45

  46. BAB 6 Eskalasi ke Backend System (Remedy) Proses outbound agent melakukaneskalasike back end agent melaluiintegrasikesistem Remedy untuk SR yang membutuhkan support secarateknikalatau network. Objektif: • Outbound agent mendapat support secarateknikaldari back end agent • Integrasiantara Siebel – Remedy dalammenangani complaint handling secara end to end.

  47. BAB 6 Eskalasi ke Backend System (Remedy) Process A: Integrasiantara CATALIST dengan FOCUSS Remedy untuk product category Mobile Process B: Integrasiantara CATALIST dengan WHD Remedy untuk product category Non Mobile (MIDI, Iphone, FBB, IT Services)

  48. BAB 6 Eskalasi ke Backend System (Remedy) 2. Trigger Remedy membuat Trouble Ticket 6.Cek SR dengan status P2C dan follow up kePelanggan 1. Eskalasike Remedy dengan Click “Submit to Network” button Outbound Agent 4.Melakukan solving problem 3. Cekdi Remedy system untuk TT yang baru Back End Agent 5. Update TT dengan status P2C danisi Outage info Legend: CATALIST Flow Remedy Flow

  49. BAB 6 Eskalasi ke Backend System (Remedy) 1. Kliktombol Submit to Network untuklakukaneskalasike Remedy system 49

  50. BAB 6 Eskalasi ke Backend System (Remedy) • Setelahmendapat response P2C dari Remedy, makasecaraintegrasiproses CATALIST, user dapatmelihattanda P2C dariHalaman Home sepertidibawah:

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