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JVVNL & DATA INFOSYS LIMITED

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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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Presentation Transcript
slide1

JVVNL

&

DATAINFOSYSLIMITED

Collaborating for Customer satisfaction

slide2

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
  • Mobile handsets to be original, brand new with standard battery and meet out minimum requirement of 2.5 hrs talk time, 24 hrs standby time and be equipped with features like SMS and vibration alert
slide3

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 25 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.

slide4

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

slide5

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………..

slide6

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………..

slide7

In-house built software facilitates customizing as per client’s requirement. ‘Real time customization’. Trained staff with both technical and soft skills to cater to irate customers. They comprise of graduates, postgraduates & MBAs. Staff is trained to handle call pressure during peak seasons. ‘Work done by mature, professional hands’.

slide8

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

slide9

Call centre sends a coordinated system of responses that effectively enhances communication to customer interactions so that it creates value for the customer and organization. Customer expectations from any service provider are increasing and so is their need for truthful information level. Outsourcing of call centre saves the organization from setting up complete call centre infrastructure cost, work space cost, hardware and software cost, maintenance & running cost. Manpower hiring and all payment, benefits & pension issues can be avoided. It is also the only cost effective method of meeting increasing customer expectations.

slide10

JVVNL realises the difference that can be made from an efficient call centre since a customer suffering from a power shut down can be very irritable. Better customer relation’s management also results in efficient working of the JVVNL and reduces their time and cost in public dealing. A networked information system at a central point provides accurate and updated information/ report on all sub-stations.All complains and call centre personnel who are skilled in customer relations can handle retaliation.Confirmation calls are regularly made to the consumer to ensure no complaint goes unsolved. Follow up with the consumer also ensures better customer service.

slide11

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

slide12

HOW WE RESPONDED

  • A CUG System with 210 Mobile sets even surpassing the minimum specifications.
  • A Call Center with a clear 24 X 7 X 365 days environment.
  • Single easy to recall number 5150055 and 1912 facility for Rainbow users while all efforts to convince BSNL is jointly on.
  • 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.
slide13

Namaskar JVVNL

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

slide14

Namaskar JVVNL

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

slide15

Namaskar JVVNL

Call Handling Process

STEP 3

Escalator

Forwards

the call to the

Line staff

Server

slide16

Namaskar JVVNL

Call Handling Process

STEP 4

Line Party

Reports of

Complain

confirmation.

The escalator

calls to

Confirms

compliance

to consumer.

Consumer and satisfaction is reported on resolved complains

Server

slide17

Namaskar JVVNL

Call Handling Process

STEP 5

The Call is

closed upon

Consumer

satisfaction.

Consumer and satisfaction is reported on resolved complains

Server

slide18

Namaskar JVVNL

Call Handling Process

OVERVIEW

Consumer and satisfaction is reported on resolved complains

Server

slide19

Namaskar JVVNL

Call Handling Process

Quality Check

Supervisor can

barge to listen

Agent’s call for

voice and

handling

perfection.

Server

slide20

Escalation Process

(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

slide21

When Call is Received

Callers no. is noted

Call landed time

Call attended within 7.5 seconds

Call diverted to extension no.

Close time

Pickup time

slide22

Login Interface

Authenticates Agents

Records attendance

Records Agent Activities

slide23

Repeat Caller is recognized and consumer details and history is displayed

Caller ID of the

Consumer displayed

slide24

Consumer Search

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

slide25

Recording of Complaint

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

slide26

Forwarding & Escalation Console

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

Complains pending for escalation and confirmation under each segment

slide27

Scheduled Shutdowns

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

slide28

Complaint Closed Time

MIS Report

SDO wise Daily Report

Complaint Forwarded Time

Complaint Processed Time

slide29

MIS Report

Monthly Call

slide30

MIS Report

Traffic Report

slide31

MIS Report

Complaint Recorded more then 3 Times

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