E-mail sent by Muhammad Nadeem Ur Rehman | 16 July 2019 03:20
Below are all topics covered for best call handling kindly read and discuss if there in any confusion.
INFORMATION | Missing CDRs Info:
· Firstly we have to confirm last 10 days usage details.
· If there is known issue and we are unable to check CDR details, we should confidently guide customer that system does not deduct wrong charges.
· Also we have to check through available portals for subscription of VAS services such as jazz tune portal, MCA portal and other Data VAS services.
· We can also check services through modify tab as well.
· If customer insists that inform me once issue gets resolved. Here we should arrange call for better customer experience.
System Not Available / No Communication | System Not Available:
· If we are facing any system related issue, where we are unable to provide details or perform any specific task, we should always guide alternate process in order to provide FCR.
· Self-service should be promoted in this scenario.
Network Complaints | Signal Fluctuation:
· System should be consulted properly.
· It is mandatory to confirm if customer was facing same issue in last connected call as well.
· Open tickets should be checked from NTT, guide accordingly if there is known issue.
· If there is no known issue, probing checklist should be followed.
· If only customer is facing this issue in specific or all locations then we should guide to change handset or go for change of sim.
· It is mandatory to confirm if issue is faced in indoor or outdoor. If issue is faced indoor and from more than 15 days then we will not acknowledge complaint and we will only punch ntt.
· Otherwise we would consult static map, ask exact location and acknowledge complaint if customer is in coverage area. Kindly follow attachment for complete understanding of static map.
· Before forwarding SR, we should confirm last SR remarks. If last SR is less than 90 days old and notes are mentioned as “ No further redesign is possible or TAT is ASAP”, then we will not forward complaint.
· Correct TAT and call back number should be guided.
· If call is landed after 7pm then it is mandatory to ask from customer for call back time. If customer wants call back within two hours then its mandatory to mention in notes “ Call back required in night”.
Network Complaints | Voice Connectivity Comp - Call Drop:
· It is mandatory to ask OCN in start of the call, if call gets dropped call back should be made on ocn.
· System should be consulted properly.
· It is mandatory to confirm if customer was facing same issue in last connected call as well.
· Open tickets should be checked from NTT, guide accordingly if there is known issue.
· If there is no known issue, probing checklist should be followed.
· If only customer is facing this issue in specific or all locations then we should guide to change handset or go for change of sim.
· It is mandatory to confirm if issue is faced in indoor or outdoor. If issue is faced indoor and from more than 15 days then we will not acknowledge complaint and we will only punch ntt.
· Otherwise we would consult static map, ask exact location and acknowledge complaint if customer is in coverage area. Kindly follow attachment for complete understanding of static map.
· Before forwarding SR, we should confirm last SR remarks. If last SR is less than 90 days old and notes are mentioned as “ No further redesign is possible or TAT is ASAP”, then we will not forward complaint.
· Correct TAT and call back number should be guided.
· If call is landed after 7pm then it is mandatory to ask from customer for call back time. If customer wants call back within two hours then its mandatory to mention in notes “ Call back required in night”.
Network Complaints | Voice Connectivity Comp - Voice Break:
· It is mandatory to ask OCN in start of the call, if call gets dropped call back should be made on ocn.
· System should be consulted properly.
· It is mandatory to confirm if customer was facing same issue in last connected call as well.
· Open tickets should be checked from NTT, guide accordingly if there is known issue.
· If there is no known issue, probing checklist should be followed.
· If only customer is facing this issue in specific or all locations then we should guide to change handset or go for change of sim.
· It is mandatory to confirm if issue is faced in indoor or outdoor. If issue is faced indoor and from more than 15 days then we will not acknowledge complaint and we will only punch ntt.
· Otherwise we would consult static map, ask exact location and acknowledge complaint if customer is in coverage area. Kindly follow attachment for complete understanding of static map.
· Before forwarding SR, we should confirm last SR remarks. If last SR is less than 90 days old and notes are mentioned as “ No further redesign is possible or TAT is ASAP”, then we will not forward complaint.
· Correct TAT and call back number should be guided.
· If call is landed after 7pm then it is mandatory to ask from customer for call back time. If customer wants call back within two hours then its mandatory to mention in notes “ Call back required in night”.
Network Complaints | Blue/Grey Coverage Area:
· It is mandatory to search country code in static map, and identify that customer is in blue or grey coverage area.
· Here we will politely guide customer that this is low or null coverage area, some improvement needs to be done. ASAP this issue will be resolved.
· Ntt should be punched in relevant head.
Network Complaints | Browsing Complaint - 4G/LTE Customer Slow Browsing/Streaming specific location:
· First of all we will apologize for the inconvenience faces by customer.
· Usage details, handset, LTE service activation and coverage should be checked.
- Band : FDD3 (ADM Portal) is mandatory for LTE supported handsets.
· If customer is in non LTE coverage area, we will guide accordingly and punch NTT as well.
· If customer is in coverage area and facing slow browsing issue then we will follow complete check list.
· We will ask if customer is facing this issue with specific apps or with all.
· We do not commit proper usage with 3rd party apps, however we will guide customer to re install or clear history and cache cookies along with punching ntt.
· We will acknowledge complaint after consulting integration tool portal and Siebel.
System Not Available / No Communication | No Response/Distortion/ Call drop:
· When call is closed due to no response from customer whereas background voice is audible OR Call closed due to distortion where communication is not possible or when call is dropped by customer without providing call purpose.
· We will not punch this work code If call is dropped after resolution, then respective Work code will be shared.
COMPLAINTS | Staff/Office Related Complaints:
· If customer complaints against franchise or experience center staff, we have forward complaint in E-Front.
· Where customer is complaining against contact center staff, we will forward SR.
· Complete details should be mentioned in notes.
· TAT should be correctly guided.
COMPLAINTS | Missed Call Alert Complaint:
· It is mandatory to check MCA activation, if service is active or not.
· Parameters should be checked from HLR portal.
· If parameters are not assigned then we will guide customer to dial code **62*0300142#.
· After complete probing we will forward SR and guide TAT as per sop.
INFORMATION | Google Direct Carrier Billing Info/Service request:
· We will guide limit I.e. 2000
· Customer has to sign up DCB.
· Jazz billing option must be selected.
· Handling is attached for better understanding.
INFORMATION | Noetic Gaming in App purchases Info/Service Request:
· se short codes are being used for in-app game purchases which have been pre-installed on handsets like Samsung, Lenovo, Nokia, Huawei, Q Mobile, Chinese handsets like Hope (Commando) and many more. When users want to unlock a pre-installed game or buy in-app purchases( when you buy level from already installed/purchased games) , it prompts the user to one time fixed fee via short code.
· User opens the game app and gets option to buy in-app purchase.
· SMS Window opens for user to send message to the specific Short code.
· Once user confirms the purchase, an SMS originating from Mobile is created and sent from handset to short code. As the short codes are SMS originating from Mobile charged so customer is charged one-time fee
· The SMS originating form Mobile is delivered to specific service depending on keywords and content is delivered to handset within application. A post-delivery MT message is sent to user’s MSISDN confirming about the content purchased.
· Complete handling is attached.
Network Complaints | Coverage Complaint - No Indoor signals:
· System should be consulted properly.
· It is mandatory to confirm if customer was facing same issue in last connected call as well.
· Open tickets should be checked from NTT, guide accordingly if there is known issue.
· If there is no known issue, probing checklist should be followed.
· If only customer is facing this issue in specific or all locations then we should guide to change handset or go for change of sim.
· It is mandatory to confirm if issue is faced in indoor or outdoor. If issue is faced indoor and from more than 15 days then we will not acknowledge complaint and we will only punch ntt.
· Otherwise we would consult static map, ask exact location and acknowledge complaint if issue is being faced from less than 15 days and customer is in coverage area. Kindly follow attachment for complete understanding of static map.
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