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    Manage Customer Complaints (PW)

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    Ram Mohan Mishra
    This document provides a summary of the process for managing customer complaints in 3 steps: 1) A customer initiates a complaint by contacting the call center. The call center agent creates a complaint record and routes it to an assigned staff member. 2) The assigned staff member investigates the complaint and decides on a course of action. They process the complaint and update the record. 3) If needed, the complaint can be reassigned to another staff member and the record updated. Once resolved, the staff member closes the complaint record.

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    Manage Customer Complaints (PW)

    Uploaded by

    Ram Mohan Mishra
    4 views1 page
    This document provides a summary of the process for managing customer complaints in 3 steps: 1) A customer initiates a complaint by contacting the call center. The call center agent creates a complaint record and routes it to an assigned staff member. 2) The assigned staff member investigates the complaint and decides on a course of action. They process the complaint and update the record. 3) If needed, the complaint can be reassigned to another staff member and the record updated. Once resolved, the staff member closes the complaint record.

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    This document provides a summary of the process for managing customer complaints in 3 steps: 1) A customer initiates a complaint by contacting the call center. The call center agent creates a complaint record and routes it to an assigned staff member. 2) The assigned staff member investigates the complaint and decides on a course of action. They process the complaint and update the record. 3) If needed, the complaint can be reassigned to another staff member and the record updated. Once resolved, the staff member closes the complaint record.

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    © All Rights Reserved
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    4 views1 page

    Manage Customer Complaints (PW)

    Uploaded by

    Ram Mohan Mishra
    This document provides a summary of the process for managing customer complaints in 3 steps: 1) A customer initiates a complaint by contacting the call center. The call center agent creates a complaint record and routes it to an assigned staff member. 2) The assigned staff member investigates the complaint and decides on a course of action. They process the complaint and update the record. 3) If needed, the complaint can be reassigned to another staff member and the record updated. Once resolved, the staff member closes the complaint record.

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    27/04/21 Manage Customer Complaints (PW)

    TEMENOS Banking Reference Processes


    Manage Customer Complaints (PW) Last change: 17-Mar-2021 12:05:15
    Type: EPC

    Complaint initiated
    Process Collection
    by the Customer
    Items

    Receive customer
    Call Centre Agent
    request Customer to
    raise complaint

    Call Centre

    ENQ
    Authenticate
    CUSTOMER. Call Centre Agent
    customer
    SCV.CC

    CR.CONTACT
    Create a
    .LOG,NEW.P Call Centre Agent
    complaint
    W.CC

    The details captured are


    - Customer Number
    - Status of the complaint opened is "New"
    - Staff to be contacted (Ex Customer service officer)
    - Complaint description
    Create complaint
    CR record

    SYS

    Route complaint to
    PW an assigned staff
    member
    SYS

    Complaint to be
    investigated

    ENQ Investigate and


    PW.ACTIVITI decide on the All Branch Users
    ES.LIST type of action

    Complaint to be Complaint to be
    actioned reassigned

    Process the Process


    CR.CONTACT PW.ACTIVITY
    complaint and reassignment of
    .LOG,AMEND. All Branch Users .TXN,REASSI All Branch Users
    update complaint the complaint
    PW GN
    record record

    The details given are The details given are


    - Status changed to "Confirm" - New owner information
    - Update the Complaint description with the action taken - Reassignment information/
    **Incase of reassignment of complaint, the updation description
    of the complaint record would be performed by the Reroute complaint to
    corresponding role based user PW the new assigned
    user
    Close Complaint SYS
    CR record

    SYS

    Complaint closed

    Temenos R21 Proprietary & Confidential 1

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