TM Point/CSM State Fault Case Handling Process - DEDICATED ATT NUMBER
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TM Point/CSM State Fault Case Handling Process - DEDICATED ATT NUMBER. Walk-in/ Email to respective CSM Office / TM Point. Report / compliant on Technical Fault (Streamyx & Telephony). Customer. START. Review & match the Case history. KCI. Update SR/ Report with proper remark.

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Note: ATT to keep the SR open in individual basket.

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Note att to keep the sr open in individual basket

TM Point/CSM State Fault Case Handling Process - DEDICATED ATT NUMBER

Walk-in/ Email to respective CSM Office / TM Point

Report / compliant on Technical Fault (Streamyx & Telephony)

Customer

START

Review & match the Case history

KCI

Update SR/ Report with proper remark

Customer satisfied?

Update Available

Yes

Update customer based on remark in SR/TT/ WebSTARS

Yes

No

No

Forward email to [email protected] for further action

Yes

Source from email

CSM / TMPoint

No

Call ATT Back End Hotline Number (037844 6255)

Do not reveal this hotline number to customer

KCI

Advise customer on restoration progress and customer will be updated on restoration status

Reachable (within 3 attempts)

Email to [email protected] for further action

No

Yes

  • TMP agent will report on behalf of customer if (customer has gone / customer refuse to speak to ATT agent for whatever reason)

Pass the call to customer for further case solution

Perform Inbound Troubleshooting checklist

Update proper remark in SR / TT and proceed to close SR

Fresh Case?

Problem solved?

Yes

Yes

ATT

(BackEnd)

No

No

Create TT and keep the SR open in CSR individual basket for severity of escalation

Case to be follow up by dedicated ATT agent (end-to-end) till case solved

KCI

Note:

ATT to keep the SR open in individual basket.

ATT to perform callback (agreed best time) for further case solution match

END


Note att to keep the sr open in individual basket

ATT (BACK END) CALL HANDLING PROCESS – DEDICATED ATT NUMBER

  • TMPoint / CSM Staff

  • Dedicated TMPoint/ CSM staff to check & update customer report based on case history note / update. If required further assistance, then this process in place

  • If (03-78446255) unreachable after 3 times, TM Point/ CSM to email to ATT, there was no escalation thru SR / iCoMS

  • Then followed by ‘advice customer on restoration progress & customer will be contacted by 100 within 24hrs

  • If TM Point report on behalf of customer, TM Point/ CSM must provide the best time to call back

  • Detail TM Point must provide to 100 <via call or email>

    • Streamyx Login ID: [email protected]

    • Service No: 00323456789

    • Streamyx Package: Combo 1mbps

    • Contact Person: Ms Cindy

    • Contact No: 0123456789

    • Type of Problem: DSL blinking / No Dial Tone

    • Detail of Problem: Can’t connect, DSL starts to blink after heavy rain

    • Report by: Ms Fara, TM Point Kajang

    • Preferable date & time for call back

    • Note: For Warga Emas, the business rule will be applicable to 100 only, TM Point/ CSM just need to add note if customer is a Warga Emas

  • ATT (Back End) – TM Contact Center

  • ATT will receive direct call from TMPoint / CSM (hotline 03-78446255)

  • ATT will receive dedicated email from TMPoint / CSM state on Streamyx / Telephony Fault Report

  • ATT commitment to call back within 24hrs

  • ATT will follow up the case/ SR till resolved

Process Guideline / Responsibilities


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