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Note: ATT to keep the SR open in individual basket.

TM Point/CSM State Fault Case Handling Process - DEDICATED ATT NUMBER. Walk-in/ Email to respective CSM Office / TM Point. Report / compliant on Technical Fault (Streamyx & Telephony). Customer. START. Review & match the Case history. KCI. Update SR/ Report with proper remark.

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Note: ATT to keep the SR open in individual basket.

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  1. TM Point/CSM State Fault Case Handling Process - DEDICATED ATT NUMBER Walk-in/ Email to respective CSM Office / TM Point Report / compliant on Technical Fault (Streamyx & Telephony) Customer START Review & match the Case history KCI Update SR/ Report with proper remark Customer satisfied? Update Available Yes Update customer based on remark in SR/TT/ WebSTARS Yes No No Forward email to tl.att@occ.vads.com for further action Yes Source from email CSM / TMPoint No Call ATT Back End Hotline Number (037844 6255) Do not reveal this hotline number to customer KCI Advise customer on restoration progress and customer will be updated on restoration status Reachable (within 3 attempts) Email to tl.att@occ.vads.com for further action No Yes • TMP agent will report on behalf of customer if (customer has gone / customer refuse to speak to ATT agent for whatever reason) Pass the call to customer for further case solution Perform Inbound Troubleshooting checklist Update proper remark in SR / TT and proceed to close SR Fresh Case? Problem solved? Yes Yes ATT (BackEnd) No No Create TT and keep the SR open in CSR individual basket for severity of escalation Case to be follow up by dedicated ATT agent (end-to-end) till case solved KCI Note: ATT to keep the SR open in individual basket. ATT to perform callback (agreed best time) for further case solution match END

  2. ATT (BACK END) CALL HANDLING PROCESS – DEDICATED ATT NUMBER • TMPoint / CSM Staff • Dedicated TMPoint/ CSM staff to check & update customer report based on case history note / update. If required further assistance, then this process in place • If (03-78446255) unreachable after 3 times, TM Point/ CSM to email to ATT, there was no escalation thru SR / iCoMS • Then followed by ‘advice customer on restoration progress & customer will be contacted by 100 within 24hrs • If TM Point report on behalf of customer, TM Point/ CSM must provide the best time to call back • Detail TM Point must provide to 100 <via call or email> • Streamyx Login ID: abc123@streamyx • Service No: 00323456789 • Streamyx Package: Combo 1mbps • Contact Person: Ms Cindy • Contact No: 0123456789 • Type of Problem: DSL blinking / No Dial Tone • Detail of Problem: Can’t connect, DSL starts to blink after heavy rain • Report by: Ms Fara, TM Point Kajang • Preferable date & time for call back • Note: For Warga Emas, the business rule will be applicable to 100 only, TM Point/ CSM just need to add note if customer is a Warga Emas • ATT (Back End) – TM Contact Center • ATT will receive direct call from TMPoint / CSM (hotline 03-78446255) • ATT will receive dedicated email from TMPoint / CSM state on Streamyx / Telephony Fault Report • ATT commitment to call back within 24hrs • ATT will follow up the case/ SR till resolved Process Guideline / Responsibilities

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