Transcript CALL CENTER FLOW

REDRESSAL
OF
CUSTOMER GRIEVANCES
Dr. S. K. Chakravarty
Chief General Manager
Calcutta Telephones
BSNL
Dispersion Analysis
Kolkata Circle
of
BSNL Mobile Service
PREPAID BALANCE
2500
SMS
2000
PRBT
1500
NOV '07
1000
500
0
OCT '07
NETWORK
SIM
ROAMING GPRS
DEC '07
MOBILE CALL CENTRE
BSNL
MSC
REMEDY
CALL CENTRE
HUB
HLR
LIVE CDR
C-TOP
SERVER
DATABASE
SERVER
IVRS
AGENTS
PRBT
SERVER
BSNL CUST. CARE
RF PLG TEAM
ACCOUNTS
IN
ZONAL CENTER
BSNL KOL
BROADBAND SERVICE FLOW
CUSTOMER
QUERIES &
DOCKETS
BB CALL CENTRE
T1
1800-424-1600
SMS
B.B.
EXPERT
TEAM
OFFLINE SERVICE
OVER TELEPHONE
T2
NOC
BSNL KOL
Dispersion analysis of Broad Band
Average daily fault -600
Breakup
14%
Error 678Line/PC/Modem
error 691 ID /PW
6%
4%
45%
Speed Slow
4%
E-mail problem
2%
Unstable line
Web site Not openning
25%
Misc
CRM: For a CustomerFriendly BSNL
CDR Convergent billing
•The Project worth Rs 1500 Crore is
having four Nodal centers
 Kolkata
East Zone
 Hyderabad
South Zone
 Chandigarh
North Zone
 Pune
West Zone
CDR Convergent billing
 The Project is expected to finish by
the end of 2008
 PAN India CRM will be integrated in
Phases
 This will generate a monolithic
platform for all BSNL services
CRM Lifecycle
QOS
Parameters
Provision of a
telephone after
1
registration of
demand(Within 7
2 Faults/100 Subs/month
3
Fault repair by next
Working day
Mean time to repair
4
(MTTR) in Hrs.
CCR i) Local
5
ii) Junction
iii) STD
Additional facilities
6
within 24 Hrs.
Landline
TRAI Bench Mark
Achievement
100%
99.61%
< 5%
4.80%
90%
90.62%
8 Hrs.
10 hrs
65.00%
57.00%
45.00%
60.22%
54.78%
51.43%
95%
99.28%
QOS Mobile
3
2
TRAI BENCH MARK
1
SDCCH < 1%
TCH
< 2%
Call Drop < 3%
0
QOS
Sl.No.
1
BROADBAND
Parameters
Benchmarks
Service Provisioning/ Activation 100% cases in <=15
working days
Time
(subject to technical
feasibility)
2
2.2
2.3
3.3
3.4
4
Fault Repair/Restoration time
% of faults repaired by next
working day
% of faults repaired within 3
working day
% age of bills disputed
% age of complaints resolved
within 4weeks
Response time to Customers for
assistance
>90%
>99 %
<2%
100% within 4 weeks
>90 % within 60 sec
Customer Service Centres
Number of Customer Service
Centre : 74
Number of Bill Collection points : 479
Number of mobile van ( outreach service ) : 2
[Addition in 2007-08]
Number of new look BSNL world : 2
[Addition in 2007-08]
LISTENING TO THE
CUSTOMERS
CHAMPS
Cleanliness.
Hospitality.
Accuracy.
Maintenance (equipment and facilities).
Product Quality.
Speed with Service.
THANK YOU