Transcript Customer Care Framework

Customer Service and Support
Sutherland Global Services
Course content:
Lesson 1. CCF, the Customer Care Framework
•Logging In to CCF
•Tabs and Functions
Customer Service and Support
Sutherland Global Services
This course will help you:
• Login to CCF.
• Explain the CCF tool and how it works.
• Identify the important CCF tabs and their
functions.
Customer Service and Support
Sutherland Global Services
Customer Care Framework (CCF)
A desktop-based framework which is used to
address issues faced by service providers caused
by multiple LOB systems while interacting with
their customers. It provides a core set of
functions for customer support avenues.
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Sutherland Global Services
Login to CCF
•
Double-click CCF Icon from
Desktop
•
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A Loading window
appears
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Login to CCF
•
You will be prompted to enter
your CAP login.
•
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Then after loading you
will be prompted to
enter your VKB login.
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Login to CCF
•
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CCF would load up…
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Login to CCF
•
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You will be prompted
to enter your GC login.
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Login to CCF
•
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You’re now in…
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Parts of CCF
• GC and GT tools are already incorporated in
CCF so agents can easily pull up and create
new orders.
• CCF has 2 main parts – DynaPad and
Customer Assistance Portal (CAP)
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Sutherland Global Services
DynaPad
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GC
GT Tool
Customer Assistance Portal
(CAP)
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Click on New Call to start
Select the country supported
Log in to GT
Log in to GC
VKB(Visual Knowledge Base) is the home page of the CCF tool
How to use the tool?
Select
Enter
theforappropriate
customer’s
name
Queue
Select
the
Type
Select
“No”
newCall
issues/customers
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When you select “Create New Order”
After placing the order, document
properly in Dynapad
After addressing the customer’s issue, document
properly in Dynapad
Click
Clickonon“Complete
“CompleteCase”
Case”
• Enter
the order
number
other
(Email)
• When
you select
on or
Issue
withinfo
Order
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Click on Resolve Issue or click on Save
Complete
Select
Customer
all
Click
the
an required
appropriate
onAssistance
Find fields
Customer
Issue
Portal
indicated
Code by a *
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How to escalate a case?
• Some cases may be escalated such as return
and refund of an FPP and Fraud ESD orders.
on
Resolve
 Select
 Clickthe

onClick
appropriate
Click
Doneon
toMove/Transfer
complete
queue,Issue
then
the SR
transfer
click Next
Customer Service and Support
Sutherland Global Services
Customer Service and Support
Sutherland Global Services