JVVNL Presentation

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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
• 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

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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 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.
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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. 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.
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Benefits to your organization by call center
outsourcing into professional hands.The
benefits are manifold, lets list them one by one.
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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.
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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 relations
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.
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Reporting / Performance evaluation of field
staffLet us look at some of the reporting
aspects which will assist in better planning and
decision taking.
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• 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.

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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 the call to the Line
staff
Server
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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
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Namaskar JVVNL Call Handling Process
STEP 5 The Call is closed upon
Consumer satisfaction.
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
Call diverted to extension no.
Close time
Pickup time
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Login Interface Authenticates Agents Records
attendance Records Agent Activities
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Repeat Caller is recognized and consumer details
and history is displayed
Caller ID of the Consumer 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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Complaint Closed Time
MIS Report SDO wise Daily Report
Complaint Forwarded Time
Complaint Processed 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 Handles
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The Professional of Data Infosys feel privileged
to be associated with JVVNL THANK YOU