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BROADBAND COMPLAINT BOOKING PROCEDURE @ CALL CENTER HYD,AP TELECOM CIRCLE

In IVRS flow , Customer selects Option 1. Then call will be routed to a separate group of BroadBand positions. 1. 5. 0. 4.

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BROADBAND COMPLAINT BOOKING PROCEDURE @ CALL CENTER HYD,AP TELECOM CIRCLE

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  1. In IVRS flow , Customer selects Option 1. Then call will be routed to a separate group of BroadBand positions. 1 5 0 4 BroadBand position agent receives the call. Interacts with customer and based on the nature of complaint like Error 691, Error678, Error 769, Error676, Error 815,etc, provides online guidance to trouble shoot and restore the complaint. Otherwise, agent will book complaint in CRM( for CDR SSAs) / Dotsoft(for Non CDR SSAs) Based on the nature of the complaint, it will be routed online through Dotsoft to the concerned section like MDF, Outdoor, NIB,etc. CALL CENTER IVRS BROADBAND COMPLAINT BOOKING PROCEDURE @ CALL CENTER HYD,AP TELECOM CIRCLE SUBSRIBER NEXT SLIDE

  2. FLOW CHART FOR BROADBAND FAULT HANDLING at Call Center START Problem with Broadband connectivity Yes Customer Satisfied Physical connectivity problem may be there. Check all the RJ11 & RJ45 connections between Modem , Tel Line , PC. Reboot the computer and Switch off and on the modem. Try to Browse the internet . Yes Is problem with 678 error? No Yes Is problem with UN and PW (691 error)? CAPS lock may be on. Check CAPS lock ON/OFF. Retype UN/PW correctly. Otherwise reset the password at call center. Try to Browse the internet Yes Is the problem resolved No May be a LAN problem. Check the status of LAN. Enable the LAN activity , reboot the computer and try to browse internet Yes Is problem with 769 error No No Book Complaint in FRS Is problem with 630-633 error Yes May be a problem with LAN.Check for proper LAN drivers , if not there reload drivers. Check the status of LAN. Enable the LAN activity , reboot the computer and browse internet.

  3. ROUTING OF BROADBAND COMPLAINTS Further call center will follow up the specific complaints like ER691, ER676,ER815 and customer repeated complaints, with field units.

  4. COMPLAINT FLOW

  5. COMPLAINT FLOW FROM MDF For Complaint Codes: ADSLF, ER678, ER676, NDAT, NINT, OBCP, BCCOO, BCDIL MDF: Broadband will be tested with laptop at DLSAM port in MDF. If it is OK then it will be routed to OUTDOOR. (Other wise port side fault will be attended at MDF and verify with customer then close the complaint.) OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.

  6. COMPLAINT FLOW FROM OUTDOOR For Complaint Codes: ER769, VIRUS OUTDOOR staff visits the customer premises and attend the fault. After clearing the fault OD will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.

  7. In IVRS flow , Customer selects Option 2 for Broadband Complaint Booking. Then call will be routed to a separate group of BroadBand Complaint Booking positions. 1 5 0 4 BroadBand Comp Booking position agent receives the call. Interacts with customer and based on the nature of complaint like Error 691, verifies for P2 or P3 network and provides online guidance to trouble shoot and restore the complaint. If the problem is not resolved… • The agent will inform such telephone numbers to TTA(CC). TTA(CC) will reset the password and inform the customer to verify. CALL CENTER IVRS BROADBAND COMPLAINT ( Error 691 ) HANDLING PROCEDURE SUBSRIBER * This is also applicable to calls landed on 1500,18004241600 for 691 error cases.

  8. COMPLAINT FLOW FROM NIB For Complaint Codes: ER691, NMAL NIB :Reset the password and informs the customer. Closes the complaint. NIB will route it to MDF for final clearance. Verify / configure the mail settings and restore the complaint. NIB will route it to MDF for final clearance. MDF will test again and verify with customer. MDF closes the complaint.

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