JVVNL & Data Infocom LIMITED JVVNL & Data Infocom 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 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 timeand be equipped with features like SMS and vibration alert

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 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

Namaskar JVVNL Call Handling Process Server 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.

Namaskar JVVNL Call Handling Process Server 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

Namaskar JVVNL Call Handling Process Server STEP 3 Escalator Forwards the call to the Line staff

Consumer and satisfaction is reported on resolved complains Namaskar JVVNL Call Handling Process Server STEP 4 Line Party Reports of Complain confirmation. The escalator calls to Confirms compliance to consumer.

Consumer and satisfaction is reported on resolved complains Namaskar JVVNL Call Handling Process Server STEP 5 The Call is closed upon Consumer satisfaction.

Consumer and satisfaction is reported on resolved complains Namaskar JVVNL Call Handling Process Server OVERVIEW

Namaskar JVVNL Call Handling Process Server Quality Check Supervisor can barge to listen Agent’s call for voice and handling perfection.

JEN AEN XEN SE CE MD Escalation Process (If Complain is not resolved in two hours) Escalated in the hierarchy every two hours QUALITY ASSURANCE AND FOLLOWUP

When Call is Received Call attended within 7.5 seconds Callers no. is noted Call diverted to extension no. Pickup time Close time Call landed time

Login Interface Authenticates Agents Records attendance Records Agent Activities

Caller ID of the Consumer displayed Repeat Caller is recognized and consumer details and history is displayed

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

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

Forwarding & Escalation Console Red Alert denotes complain to be forwarded and black denotes complain forwarded Complains pending for escalation and confirmation under each segment

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

Call Details Select Criteria to find out calls.

Reports Mail Sending Information like To, CC and From Addresses

Scheduled shutdowns and any breakdowns are highlighted in Agents console for quick information to consumers Report SDO Code Wise Status SDOCode

Nature Wise Complaint Report Nature of Complaint

Call Attended After Three Rings No of Calls Hour

Hourly Call Traffic Report Hour Call Abandoned Number Of Complaints Pending Complaints

Date Wise Complaint Summary Report Complaint No. Name Designation

Complaints not dispatched within 5 seconds Time Instance

MIS Report SDO wise Daily Report Complaint Forwarded Time Complaint Closed Time Complaint Processed Time

MIS Report Monthly Call Traffic Report

MIS Report Complaint Recorded more then 3 Times

The Professional of Data Infocom feel privileged to be associated with JVVNL THANK YOU The Professional of Data Infocom feel privileged to be associated with JVVNL THANK YOU