1 / 38

Complaint Management System

Complaint Management System. Process Description. Complaints are received from customer via telephone/mail by Call centre agents. Call centre agents log the Complaint as per the site and complaint inputs shared by customer, generates a ticket number and share it with customer.

michel
Download Presentation

Complaint Management System

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Complaint Management System

  2. Process Description • Complaints are received from customer via telephone/mail by Call centre agents. • Call centre agents log the Complaint as per the site and complaint inputs shared by customer, generates a ticket number and share it with customer. • Call centre agent troubleshoots the complaint and try to resolve it over phone. • If Complaint gets resolved over phone, he/she updates the Complaint status to “resolved over phone” else let the Complaint be in “Not Allocated” status. • Complaint distributor allocate the Complaints in “Not Allocated” status to field technician via system generated SMS. • Field Technician on receiving the SMS visits the site along with the required inventory and updates Complaint distributor about the inventory used, response time and the closing time of the Complaint. • Also, Field Technician updates the Complaint distributor in case the Complaint can not be closed for some reason. • Complaint distributor then updates the status of the Complaint either to “Open” (in case if Complaint is not resolved) or “FSR updated” (in case the Complaint gets resolved).

  3. CMS Process Flow INDUS Customer Complaints in and share site and complaint details. Bharti Infratel Limited Call centre agent 1 Call centre agent logs a Complaint, generates a ticket number and troubleshoots to resolve the respective Complaint. Allocates a Complaint to technician and system sends SMS to respective technician. Call centre agent 2 Call centre agent 3 Technician visits the site for resolution and updates the Call centre agent with the Complaint status, response time, closing time and inventory used.

  4. Complaint Management System Enter Login Credentials cdl004 ****** Login

  5. CMS – Home page View all complaints of your respective circle based on different filter as required

  6. Log a new Complaint Create a new Complaint manually

  7. Search site details as per customer’s information Search site details by site Id, site name or Customer Site Id

  8. Select respective site Select respective site to log a complaint

  9. Fetch Site Details by selecting the correct record Old complaint details for respective site with status Auto fill site details

  10. Save a Complaint Fill mandatory fields and save complaint

  11. Share Complaint number with the customer Note down Complaint no. to share with customer

  12. Log Complaint Details Log Complaint Details

  13. Different Complaints Actions Different actions against a complaint

  14. Allocate a Complaint to Field Technician (if automatically not allocated) Allocate Complaint to respective Engineer by selecting engineer From engineers details and sms will be Send to engineer mobile no

  15. Reallocate a Complaint to another Technician Reallocate a Complaint to another engineer by selecting engineer from engineers details

  16. Complaint Close Resolve on Phone Save remarks against a complaint Which is resolved through phone

  17. Engineer visit the site and set Complaint status open due to some reason. Select reason for open Complaints and save the reason if Complaints not closed.

  18. View Site complaint History View all the complaint details as well as basic details against a site

  19. Set Reason for pending complaint Complaint Center member follow up with the engineer and save the reason of not closed Complaints.

  20. Cancel a wrong Complaint Cancel a wrong complaint

  21. Close a Complaint Without spare Close a Complaint without adding any spare on site

  22. Close a Complaint with spare Close a Complaint with spare by selecting particular spare in engineer stock

  23. Complaint log details between a particular time periodbased on different filter Log complaint details between a particular time period with custom field selected.

  24. Log Complaints in Bulk Log complaints in bulk by uploading excel Whose template is already attached.

  25. Assign an Engineer all Complaints to another Engineer Assign all Complaints of an engineer to another engineer in bulk

  26. Productivity Report of Engineer’s for a particularcircle and time period Circle & Engineer’s productivity reports

  27. Upload FSR against a particular Complaint received from customer Upload scan copy of FSR received From customer against a complaint And set FSR sign by and sign date

  28. Open Complaints Pie Chart with different Factor:

  29. Open Complaints Reason Pie Chart representation:

  30. Average closure days report with aging:

  31. Pending Complaints details based on pending days

  32. Upload Site vs engineer mapping for auto allocation First download the template Fill all details in template And upload template

  33. Engineer Wise Daily Open/Close Complaint Report with attendance:

  34. Circle Wise Preventive Maintenance MTD report:

  35. Circle Wise Breakdown Open Complaints Aging Report:

  36. Circle Wise Open Complaints Weekly Trend:

  37. Circle Head Wise >5 Days Open Complaints Trend:

  38. Thank You!

More Related