4C functionality

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Slide1: 

4C Flowchart

Slide2: 

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 Flowchart

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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 Flowchart

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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 WebView

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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 Search

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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

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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 Search

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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

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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 Search

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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 Search

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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 Search

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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 Search

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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 Search

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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

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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

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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 Search

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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 WebView

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Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity

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Supervisor - Monitor Call quality -Online guidance -Monitor Agent Status -Follow up on Escalated queries -Monitor Call Statistics -Monitor Agents Productivity

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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 WebView

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Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories To view various Performance reports Manager needs to login Web-view

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Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories

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Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories

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Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories

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Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories

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Manager Reporting- -Call Performance -Team Performance -Team Productivity -Call Categories

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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

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