Designed By:Jatin Jain

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JVVNL DATA INFOSYS LIMITED
Collaborating for Customer satisfaction
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• 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
• Connectivity with Close User Group network.

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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 15 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.
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The salient features of Data Infosys call centre
areFully 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..
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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. Ensure
s 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..
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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..
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In-house built software facilitates customizing
as per clients requirement. Lowest possible
time, customization. Trained staff with both
technical and soft skills to cater to customers.
They comprise of graduates, postgraduates MBAs.
trained to handle call pressure during peak
seasons. Work done by mature, professional
hands.
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Benefits to JVVNL by outsourcing call center
into professional hands.The benefits are
manifold, lets list them one by one.
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Customer Satisfaction derived as all the
customers being handled politely .Some polite
request from JVVNL customers Can you get my
water problem also resolved ?How have you come
to know about our details ?My telephone is not
working,, please help ? Better customer
relation results in efficient working of the
JVVNL and reduces their time and cost in public
dealing. All complaints handled at a central
point provides accurate and updated information
and report on all sub-stations (MIS).
Confirmation calls are regularly made to the
consumer to ensure no complaint goes unsolved.
Follow up with the consumer also ensures better
customer service.
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Reporting / Performance evaluation of field
staffLet us look at some of the reporting
aspects which assist us in better planning and
decision taking.
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• HOW WE RESPONDED
• A CUG System with 210 Mobile sets .
• A Call Center with a clear 24 X 7 X 365 days
  environment.
• Single easy to recall number 1912 .
• 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.

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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
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Namaskar JVVNL Call Handling Process
STEP 2 Agent Records the Complain in the
software format. Records consumers
Telephone Number In case of Consumers identifie
d with database The Agent rectifies address and
adds landmark
Server
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Namaskar JVVNL Call Handling Process
STEP 3 Escalator Forwards complaint to the Line
staff
Server
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Namaskar JVVNL Call Handling Process
STEP 4 Line Party Reports of Complaint after
rectification. The escalator calls to confirm
compliance to consumer.
Consumer and satisfaction is reported on resolved
complains
Server
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Namaskar JVVNL Call Handling Process
STEP 5 The Call is closed after it is being
Confirmed from consumer
Consumer and satisfaction is reported on resolved
complains
Server
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Namaskar JVVNL Call Handling Process
OVERVIEW
Consumer and satisfaction is reported on resolved
complains
Server
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Namaskar JVVNL Call Handling Process
Quality Check Supervisor can barge to
listen Agents call for voice and handling
perfection.
Server
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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
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When Call is Received
Callers no. is noted
Call landed time
Call attended within 7.5 seconds
Close time
Call diverted to extension no.
Pickup time
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Login Interface Authenticates Agents Records
attendance Records Agent Activities
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Caller ID of the Consumer displayed
Repeat Caller is recognized and consumer details
and history is displayed
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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
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Recording of Complaint
Agent saves Consumers complain upon noting of
all information and gives complaint no. to the
consumer
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Forwarding Escalation Console
Red Alert denotes complain to be forwarded and
black denotes complain forwarded
Complains pending for escalation and confirmation
under each segment
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Scheduled Shutdowns
Scheduled shutdowns and any breakdowns are
highlighted in Agents console for quick
information to consumers
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MIS Report SDO wise Daily Report
Complaint Forwarded Time
Complaint Processed Time
Complaint Closed Time
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MIS Report Monthly Call
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MIS Report Traffic Report
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MIS Report Complaint Recorded more then 3 Times
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No of Calls Handled up till December 2005.
1,97,924
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TEAM - Data Infosys feels privileged to be
associated with JVVNL and serving Jaipur
citizens. THANK YOU