UsefulFeedback! for Telecoms Service Providers is designed specifically to deliver effective redressal of customer complaints and also to support the wider compliance activities of your organisation.
An easy to use, cost effective and intuitive system,
UsefulFeedback! complaints and feedback management for telecoms service providers, makes it easy to capture, categorise, manage, track and report on complaints - across your complaints centres and appellate authorities.
India's telecom sector has seen rapid growth and change but customer service is increasingly being seen by consumers as an important differentiator in this competitive market. High volumes of complaints can occur - especially when technology evolves at such a great pace, increasinging the potential for things to go wrong. We understand the importance of effective service recovery and the need to reduce escalation of complaints to an expensive appellate authority process.
Comply with new regulations - easily and effectively
The Telecom Consumers Complaint Redressal Regulations, 2012, streamlines the existing complaint redressal regulations by removing the nodal officer tier - and introduces additional consideration of complaint appeals by Advisory Committees. Appeals now need to be more strictly processed and details of appeals being handled must also be published on your organisation's website and submitted to the regulator on a monthly basis.
UsefulFeedback! for Telecoms Service Providers takes away the pain of compliance with these processes - inbuilt workflow and collaboration tools allow your secretariats to adminster the appeals process effectively and the system also automatically collates data and presents you with the information you need for submission to the regulator and publication on your website.
The new regulations are likely to bring even greater attention to the complaint handling activities of telecoms service providers across India. The potential to act in violation of regulations, makes it tough to deal with complaints and service requests in the strategic manner that's right for your business. But poor complaint handling is not only a compliance risk - it can also damage the reputation of your organisation.
So we've built an application that takes care of it for you. With
UsefulFeedback! for Telecoms Service Providers you will be able to respond to complaints and queries across your organisation as the software is flexible enough to cater for the variety of workflow requirements across differing departments and users - such as billing and technical departments. What's more, throughout the entire complaints and query handling procedure, management can see the precise stage and status of any issue as well as access comprehensive management reporting to pinpoint both success and failure points.
UsefulFeedback! for Telecoms Service Providers delivers a full range of default, ready-to-use multi-lingual correspondence templates that support local languages including:
- Assamese
- Bengali
- Gujarati
- Hindi
- Kannada
- Kashmiri
- Konkani
- Malayalam
- Marathi
- Oriya
- Punjabi
- Sindhi
- Tamil
- Telugu
- Urdu
UsefulFeedback! for Telecoms Service Providers will also give you all the data you need to demonstrate to auditors and inspectors that you are compliant when responding to consumer complaints.
Industry features
- Streamline and simplify the complaint redressal process around the entire organisation, including appellate authorities and advisory committees
- Increase first contact resolution rates for complaints
- Register complaints simply and promptly - with automatic acknowledgement through SMS
- Provide complete and timely responses to customers - with time-limits set according to service area and/or complaint type and notification of closure issued by SMS
- Capture full, accurate and standardised information with automatic classification of complaints and feedback
- Promptly identify and escalate any complaints that allege violation of the law or regulations
- Monitor and identify issues that may require changes to products, procedures and/or training - and track corrective actions through to completion
- Reduce duplication of activity and the number of interaction points
- Collate and provide management information and accurate regulatory returns at the click of a button
Core functionality
- Enterprise-wide - rich tools delivered to those staff regularly handling complaints but a simple email and web form based interface for all other staff or parties less frequently involved in those processes - dramatically reducing training needs
- Online contact forms - allowing customers to quickly and simply submit and track complaints and feedback from your website and Facebook pages
- Social media monitoring and engagement - assess, analyse and respond where necessary to customer comments found across a variety of social media sites
- Easy to use contact management interface - giving complaints centre staff the tools to quickly and efficiently capture complaints and feedback and track progress on behalf of a customer
- Automated case assignment - unresolved customer cases are automatically allocated to the 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 in the customer's preferred 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 region-based case loads and better understanding of customer issues
To find out for yourselves, why not try the Telecom service providers complaint redressal management 30 day free trial