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
•
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
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.
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………..
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.
‘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’.
Benefits to your organization by call
center outsourcing into professional
hands.
The benefits are manifold, lets list
them one by one.
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.
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.
Reporting / Performance evaluation of
field staff:
Let us look at some of the reporting
aspects which will assist in better
planning and decision taking.
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.
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
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
Namaskar JVVNL
Call Handling Process
STEP 3
Escalator
Forwards
the call to the
Line staff
Server
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
Namaskar JVVNL
Call Handling Process
STEP 5
The Call is
closed upon
Consumer
satisfaction.
Consumer and satisfaction is
reported on resolved complains
Server
Namaskar JVVNL
Call Handling Process
OVERVIEW
Consumer and satisfaction is
reported on resolved complains
Server
Namaskar JVVNL
Call Handling Process
Quality Check
Supervisor can
barge to listen
Agent’s call for
voice and
handling
perfection.
Server
Escalation Process
(If Complain is not resolved in two hours)
QUALITY
ASSURANCE
AND
FOLLOWUP
JEN
AEN
XEN
SE
CE
Escalated in the hierarchy every two hours
MD
When Call is Received
Callers no. is
noted
Call diverted to
extension no.
Call landed
time
Pickup time
Call attended within 7.5
seconds
Close time
Login Interface
Authenticates Agents
Records attendance
Records Agent Activities
Repeat Caller is recognized
and consumer details and
history is displayed
Caller ID of the
Consumer 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
Complaint Closed Time
Complaint Forwarded Time
MIS Report
SDO wise Daily Report
Complaint
Processed Time
MIS Report
Monthly Call
MIS Report
Traffic Report
MIS Report
Complaint Recorded more then 3 Times
No of Calls
Handles
Month
Year
Registered
May
2004
2826
June
2004
4007
July
2004
8080
Aug
2004
10818
Sep
2004
6215
Oct
2004
5315
Nov
2004
3302
Dec
2004
4587
TOTAL
Enquiry/
Shutdown
45150
Jan
2005
4597
Feb
2005
3717
651
Mar
2005
5462
1866
Apr
2005
6945
2214
May
2005
10074
5040
June
2005
16401
10288
July
2005
18968
11681
Aug
2005
10979
8124
Sep
2005
15389
13239
Oct
2005
10680
12359
Nov
2005
6470
6515
Dec
2005
7337
8923
117019
80905
6128
7627
TOTAL
Jan
2006
The Professional of
Data Infosys feel
privileged to be
associated with JVVNL
THANK YOU