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    Call Center Work Flow

    Uploaded by

    Dhanush Yadav

    Copyright:

    © All Rights Reserved
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    Call Center Work Flow

    Uploaded by

    Dhanush Yadav
    10 views10 pages

    Copyright

    © © All Rights Reserved

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    PDF, TXT or read online from Scribd

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    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    10 views10 pages

    Call Center Work Flow

    Uploaded by

    Dhanush Yadav

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 10

    Call Center Work Flow

    BWSSB’s "Complaint Management System" is a web based application developed for handling
    the various types of complaints related to water and sewerage system . This system automates
    the complete complaint handling workflow/process. It provides secured and centralized
    platform for receiving customer complaints and storing all subsequent workflow pertaining to
    problem resolution.

    Consumer Module
    Bwssb Web Portal
    1. The web form captures the complaints online.
    2. Consumers can raise their complaints by providing their mobile number & R R Number
    3. An Acknowledgement is sent to consumer with complaint ID and Engineers Contact
    Details.

    The following URL can be used to Lodge Complaints through BWSSB Web portal.

    www.bwssb.gov.in

    Lodge New Complaint - When user navigates to the phone icon a they can then View
    and Click on “Lodge New Complaint” which opens a New Web form for raising complaint
    Step 1 – Fill your mobile number.
    Step 2 – Provide your name and Address.
    Step 3 – Select your area
    Step 4 – Select Type of complaint.
    Step 5 – describe your comments then enter the security captha and click on lodge Complaint.

    View of Register Complaint at home screen. Refer to flowing picture for simple steps to register
    a complaint.
    After submitting a complaint the following confirmation & Complaint Reference Number will
    displayed.
    Web Portal Work Flow
    Complaints through Mobile Apps
    BWSSB’s My Complaint mobile app was launched to the general public to log in their
    complaints in a easy manner using hand held devices.

    BWSSB’s mobile My Complaint app helps users/consumers to register a complaint, track the
    complaint—anytime, anywhere.

     Lodge Complaints; Raise your complaint online based on category


     Track Complaint; Track your complaints and know the status
     Kiosks Locations; Find out a Kiosk nearby for Bill Payments
     Water Timings; Information on Water timings in your location at your fingertips
     Contacts; Contact list of BWSSB

    Mobile App Home Screen:


    Lodge a Complaint

    Track a Complaint
    Call Center Executive Module

    Complaints through Phone calls


    BWSSB’s customer call center short code ‘1916’ is used by consumers to lodge complaints .
    Alternatively landline numbers(080-22238888, 080-22233333 ;080-22231005 ) are published
    on the website as well as in communication media’s like hoardings, publications
    ,advertisements, water tankers ,jetting machines, etc to make short code more publicized and
    easy to remember for consumers to get in touch with the call center to lodge their complaints
    and grievieances.

    The call center executives are equipped with a software solution through which the data is
    captured and logged as a complaint. The consumer gets an acknowledgement for the complaint
    through SMS and a complaint ID is assigned.

    The complaint is then assigned to the respective engineers in the area which is again configured
    as a master system where in area wise engineer mapping is available. The engineer is instructed
    to attend the call through SMS.

    The engineer attends the respective assigned calls to him and provides the feedback to the
    consumer and the call center.

    Upon receiving the feedback regarding resolution from the engineer’s side, The call center
    executive contacts the consumer to ensure that the call is resolved and upon confirmation the
    call gets closed.

    The feedback is collected for every call that is raised by the consumer.

    Complaints through Emails


    The website contains the contact details for consumers to log their grievances and complaints.

    The mails can be sent to [email protected] or [email protected]

    Complaints through Whats App


    Whats app number is 8762228888

    The water and sanitary complaints received are forwarded to engineers through our
    communication network and issues related to policy matters are forwarded to higher
    authorities. The feedback is immediately received from the engineers as soon as complaint is
    resolved. The response is quicker than phone calls.
    Call Center Executive Work Flow
    SMS Format for consumers

    Complaint number will be sent to consumer mobile number


    automatically via SMS as soon as they register complaints.
    The confirmation of the following details will be displayed for your
    reference:
    * Complaint Reference Number.
    * Type of Complaint
    * Service Station name and AE’s contact number who is responsible to
    resolve this Complaint.

    Thank You
    Your complaint has been registered.

    Complaint Number: 37522


    Complaint Category: Water
    Complaint forwarded to AE, HOSAKEREHALLI Service Station,
    9845444031

    Your complaint will be resolved soon.


    Complaint Status
    Track Your Complaint

    Tracked Complaint reference number with details

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