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Complaint management for telecommunications

Communicating on a broad scale

UsefulFeedback! for Telecommunications is designed specifically for the complaint handling and complaint management needs of telcos.

An easy to use, cost effective and intuitive system, UsefulFeedback!, complaints management for telecommunications, makes it easy to capture manage, track and report on complaints and feedback regardless of where and how the customer contacts your organisation.

Due to the sheer size of the organisation and scale of the customer base, telecommunication companies face specific challenges in improving customer service levels. The large volume of customers and rapidly evolving products that offer high-levels of interaction mean the chances of something going wrong are increased, which often results in complaints.

But complaint management isn't just about resolving that one particular issue to the satisfaction of the customer and in the most cost efficient and effective manner for the organisation. It is about capturing feedback to understand where problems reside and prioritising the required business improvements to the benefit of both the customer and the company.

To add to these challenges, the telecommunications industry across the globe is increasingly subject to complaint handling regulations, with companies often required to be members of external dispute resolution schemes, such as an industry Ombudsman, external adjudicator or Government commission.

UsefulFeedback! for Telecommunications is a complaint management application that is built to cater for these exact challenges and will manage the complaint process from capture, through resolution to reporting.

Industry features

  • Streamline and automate your complaints handling process by utilise individual workflows for differing departments
  • Multi-channel access providing first contact complaint capture and resolution for the efficient management of complaints across all channels
  • Full audit trail to provide evidentiary information for each stage of the process proving adherence to industry specific complaint regulations
  • Comprehensive management reporting to identify areas of concern or underperforming departments

Core functionality

  • Enterprise-wide - rich tools delivered to those staff regularly handling customer feedback but simple email and web form based interface for all other staff less frequently involved in feedback processes - dramatically reducing training needs
  • Online contact forms - allowing customers to quickly and simply report issues from your website
  • Social media interaction - assess, analyse and respond where necessary to customer comments found across a variety of social media sites
  • Easy to use contact management interface - giving staff the tools to quickly and efficiently capture feedback and track progress on behalf of a customer
  • Automated case assignment - customer cases are automatically routed to relevant team for prompt handling and resolution
  • Intelligent workflow - prompting case handlers to carry out the right action at the right time
  • Multi-lingual correspondence templates - giving case handlers the ability to correspond by email or by letter in the customer's own language
  • Root cause analysis - comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to make a quickly understand and address underlying causes
  • Geodata options - cases can be linked, using a map interface, to a specific location - providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues

Current available configurations

  • UK Telecoms (CISAS mambers)
  • UK Telecoms (OTELO members)
  • Telecoms (International)
To find out for yourselves, why not try the Telecommunications complaints management 30 day free trial
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