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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

&

DATAINFOSYSLIMITED

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

  • MIS as required by JVVNL

  • Connectivity with Close User Group network.


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.


The salient features of Data Infosys call centre are: 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.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………..


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………..


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………..


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’.


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


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.


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


  • HOW WE RESPONDED handled politely .

  • 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.


Namaskar JVVNL handled politely .

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


Namaskar JVVNL handled politely .

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


Namaskar JVVNL handled politely .

Call Handling Process

STEP 3

Escalator

Forwards

complaint to the

Line staff

Server


Namaskar JVVNL handled politely .

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


Namaskar JVVNL handled politely .

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


Namaskar JVVNL handled politely .

Call Handling Process

OVERVIEW

Consumer and satisfaction is reported on resolved complains

Server


Namaskar JVVNL handled politely .

Call Handling Process

Quality Check

Supervisor can

barge to listen

Agent’s call for

voice and

handling

perfection.

Server


Escalation Process handled politely .

(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


When Call is Received handled politely .

Callers no. is noted

Call landed time

Call attended within 7.5 seconds

Close time

Call diverted to extension no.

Pickup time


Login Interface handled politely .

Authenticates Agents

Records attendance

Records Agent Activities


Caller ID of the handled politely .

Consumer displayed

Repeat Caller is recognized and consumer details and history is displayed


Consumer Search handled politely .

Agent searches consumer identification by searching with Account Number or Billing Name or Address. If none is found complain is entered as miscellaneous


Recording of Complaint handled politely .

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


Forwarding & Escalation Console handled politely .

Red Alert denotes complain to be forwarded and black denotes complain forwarded

Complains pending for escalation and confirmation under each segment


Scheduled Shutdowns handled politely .

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


MIS Report handled politely .

SDO wise Daily Report

Complaint Forwarded Time

Complaint Processed Time

Complaint Closed Time


MIS Report handled politely .

Monthly Call


MIS Report handled politely .

Traffic Report


MIS Report handled politely .

Complaint Recorded more then 3 Times


No of calls handled up till december 2005
No of Calls Handled up till handled politely .December 2005.

1,97,924


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

THANK YOU


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