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In economic terms, the
current competitive business arena is a buyer’s market. Business
power like ‘monopolistic hold’ has become a part of old narration
across the world. Customers have spun their choices and preferences.
Hence, all organizations (private, public or government
undertakings), focus toward a centralised site wherein they can
promote services to the customers resourcefully. Such centralised
site provides information on products, register customer’s complains
and execute other activities.
Targeting this as a
focal point, DIL has coined a Complaint Management Centre for JVVNL
(Jaipur Vidhyut Vitran Nigam Limited) which is in action
round-the-clock, and shelters all these requirements under single
umbrella.
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Minimum Requirement |
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Pentium 1 |
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15 MB Free Hard Disk Space |
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32 MB RAM |
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Microsoft Windows (9X,2000,XP) |
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Features |
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Complaint Management
System (CMS) keep track on |
- Complaints are
escalated to higher levels of JVVNL within the
specified time.
- Using Complaint
Management System (CMS) agents can search for the
consumer from the data base using various search
criteria.
- This ‘in-house’
built software calculates the number of rings in
which an agent picks the phone.
- This CMS Software
also searches for consumer data by their CLI and
shows complaint status.
Tracking and Escalation of complains.
- The CMS Software
automatically displays the name & GSM number of
related Lineman (field staff) to whom complaints are
to be escalated.
- After compliance
from field staff consumers are given a call to
confirm rectification of error and their
satisfaction.
- Records all
Incoming or Outgoing calls.
- Provides on line
reports that are accessible from anywhere.
- Daily and monthly
generation of MIS reports as required by JVVNL and
sending through e-mail and hard copy.
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