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Customer Care Framework

Customer Care Framework. Consultant Learning Services Microsoft Store. Sutherland Global Services. Customer Service and Support. Course content:. Lesson 1. CCF, the Customer Care Framework. Logging In to CCF Tabs and Functions. Sutherland Global Services.

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Customer Care Framework

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  1. Customer Care Framework Consultant Learning Services Microsoft Store Sutherland Global Services Customer Service and Support

  2. Course content: Lesson 1. CCF, the Customer Care Framework • Logging In to CCF • Tabs and Functions Sutherland Global Services Customer Service and Support

  3. This course will help you: • Login to CCF. • Explain the CCF tool and how it works. • Identify the important CCF tabs and their functions. Sutherland Global Services Customer Service and Support

  4. Customer Care Framework (CCF) A desktop-based framework which is used to address issues faced by service providers caused by multiple LOB systems while interacting with their customers. It provides a core set of functions for customer support avenues. Sutherland Global Services Customer Service and Support

  5. Login to CCF • Double-click CCF Icon from Desktop • A Loading window appears Sutherland Global Services Customer Service and Support

  6. Login to CCF • You will be prompted to enter your CAP login. • Then after loading you will be prompted to enter your VKB login. Sutherland Global Services Customer Service and Support

  7. Login to CCF • CCF would load up… Sutherland Global Services Customer Service and Support

  8. Login to CCF • You will be prompted to enter your GC login. Sutherland Global Services Customer Service and Support

  9. Login to CCF • You’re now in… Sutherland Global Services Customer Service and Support

  10. Parts of CCF • GC and GT tools are already incorporated in CCF so agents can easily pull up and create new orders. • CCF has 2 main parts – DynaPad and Customer Assistance Portal (CAP) Sutherland Global Services Customer Service and Support

  11. DynaPad GC Tool GT Tool Customer Assistance Portal (CAP) Sutherland Global Services Customer Service and Support

  12. Click on New Call to start Select the country supported Log in to GT Log in to GC How to use the tool? VKB(Visual Knowledge Base) is the home page of the CCF tool • Select the appropriate Queue • Enter the customer’s name • Select the Call Type • Select “No” for new issues/customers Sutherland Global Services Customer Service and Support

  13. When you select “Create New Order” After placing the order, document properly in Dynapad After addressing the customer’s issue, document properly in Dynapad Click on “Complete Case” Click on “Complete Case” • Enter the order number or other info (Email) • When you select on Issue with Order Sutherland Global Services Customer Service and Support

  14. or click on Save Click on Resolve Issue • Complete all the required fields indicated by a * • Select an appropriate Issue Code • Customer Assistance Portal • Click on Find Customer Sutherland Global Services Customer Service and Support

  15. How to escalate a case? • Some cases may be escalated such as return and refund of an FPP and Fraud ESD orders. • Click on Resolve Issue • Select the appropriate queue, then click Next • Click on Done to complete the transfer • Click on Move/Transfer SR Sutherland Global Services Customer Service and Support

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