logging in or signing up 4C functionality 4ccccentre Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 184 Category: Education License: All Rights Reserved Like it (0) Dislike it (0) Added: November 06, 2007 This Presentation is Public Favorites: 0 Presentation Description No description available Comments Posting comment... Premium member Presentation Transcript Slide1: 4C FlowchartSlide2: WebView Supervisor 4 C Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search 4C FlowchartSlide3: 4 C Supervisor Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search WebView 4C FlowchartSlide4: Customer Dials the unique Tel. No. to reach CRC agents Hears Auto Voice Response to select the options Auto Voice Response “Welcome to Maersk” Please dial 1 for Export 2 for Import 3 for KCM 4 for Reefer”… 1 2 “Kindly hold, we will transfer you to the concern Executive” Auto response received by the customer to select option Once customer select desired option, he will receive another message Slide5: 4 C Agents Supervisor Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories WebViewSlide6: Agents Receives calls as per the skill set To receive phone call from the customer first agent needs to login 4C Domain Agent login id Password Agent IPCC extension - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide7: Once Agent Login 4C,below window display Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search The default status at the time of login will be “Not Ready". Agent needs to click Available Icon and make status as Available. Once agent status is Available then He/she can receive incoming call from the customer Slide8: Now Agent is available for Incoming Call from the Customer Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide9: Info Pops up From SCV Customers History Records Once Agent receive Incoming call the customer details pops up in 4C window along with the History records. This time the status will changed from Available to Incoming Call Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search Slide10: Agent need to ask Organization name to the customer, input in Organization box and click on search button If customer details doesn’t populate from SCV then Agent need to perform Manual Search for customer information Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide11: The system will prompt SCV records based in search parameter .Agent need to select required record and click Ok Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide12: After manual search the customer information pops up Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide13: Main Categories Agent Notes of customer query After each 10th call or call exceeds > 5 min Post Survey button enables, the survey settings are customize Tick this boxes if customer require VAS/E-com service Auto generated Log Call Information / Wrap Up Session Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide14: Select Open/Close or In Progress Select High/Normal Or Low Log Call Information / Wrap Up Session Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide15: Call Transfer Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search Slide16: Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide17: Agents Receives calls as per the skill set The call / ticket history can be search by Call search criteria box and result would be displayed in Call Search Result box - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide18: Supervisor 4 C Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search WebViewSlide19: Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Slide20: Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Slide21: Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Slide22: Supervisor 4 C Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search WebViewSlide23: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories To view various Performance reports Manager needs to login Web-view Slide24: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide25: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide26: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide27: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide28: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide29: Maersk phone line Auto Voice Response Customer Dial number (Incoming Call) IPT IPCC Concern Agent (Call Handle and End) 4C Call Search Call Record Wrap Up Call Statistics Supervisor (Call/Agent Status Monitoring) IPCC Manager (Reporting) Customer Agent Supervisor Manager Any Questions?: Any Questions?Slide31: Thank you You do not have the permission to view this presentation. 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4C functionality 4ccccentre Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 184 Category: Education License: All Rights Reserved Like it (0) Dislike it (0) Added: November 06, 2007 This Presentation is Public Favorites: 0 Presentation Description No description available Comments Posting comment... Premium member Presentation Transcript Slide1: 4C FlowchartSlide2: WebView Supervisor 4 C Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search 4C FlowchartSlide3: 4 C Supervisor Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search WebView 4C FlowchartSlide4: Customer Dials the unique Tel. No. to reach CRC agents Hears Auto Voice Response to select the options Auto Voice Response “Welcome to Maersk” Please dial 1 for Export 2 for Import 3 for KCM 4 for Reefer”… 1 2 “Kindly hold, we will transfer you to the concern Executive” Auto response received by the customer to select option Once customer select desired option, he will receive another message Slide5: 4 C Agents Supervisor Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories WebViewSlide6: Agents Receives calls as per the skill set To receive phone call from the customer first agent needs to login 4C Domain Agent login id Password Agent IPCC extension - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide7: Once Agent Login 4C,below window display Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search The default status at the time of login will be “Not Ready". Agent needs to click Available Icon and make status as Available. Once agent status is Available then He/she can receive incoming call from the customer Slide8: Now Agent is available for Incoming Call from the Customer Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide9: Info Pops up From SCV Customers History Records Once Agent receive Incoming call the customer details pops up in 4C window along with the History records. This time the status will changed from Available to Incoming Call Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search Slide10: Agent need to ask Organization name to the customer, input in Organization box and click on search button If customer details doesn’t populate from SCV then Agent need to perform Manual Search for customer information Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide11: The system will prompt SCV records based in search parameter .Agent need to select required record and click Ok Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide12: After manual search the customer information pops up Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide13: Main Categories Agent Notes of customer query After each 10th call or call exceeds > 5 min Post Survey button enables, the survey settings are customize Tick this boxes if customer require VAS/E-com service Auto generated Log Call Information / Wrap Up Session Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide14: Select Open/Close or In Progress Select High/Normal Or Low Log Call Information / Wrap Up Session Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide15: Call Transfer Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search Slide16: Agents Receives calls as per the skill set - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide17: Agents Receives calls as per the skill set The call / ticket history can be search by Call search criteria box and result would be displayed in Call Search Result box - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call SearchSlide18: Supervisor 4 C Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search WebViewSlide19: Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Slide20: Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Slide21: Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Slide22: Supervisor 4 C Agents Customer Dials the unique Tel. No. to reach CRC agents Manager Receives calls as per the skill set Hears Auto Voice Response to select the options - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories - Views Contact Info - Search Contact Info - Logs Call Information - Wraps Up session - Escalate if needed -Transfer Calls -Call Statistics -Call Search WebViewSlide23: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories To view various Performance reports Manager needs to login Web-view Slide24: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide25: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide26: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide27: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide28: Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call CategoriesSlide29: Maersk phone line Auto Voice Response Customer Dial number (Incoming Call) IPT IPCC Concern Agent (Call Handle and End) 4C Call Search Call Record Wrap Up Call Statistics Supervisor (Call/Agent Status Monitoring) IPCC Manager (Reporting) Customer Agent Supervisor Manager Any Questions?: Any Questions?Slide31: Thank you