A Sample Questionnaire for TeleService Module

Posted by Apurva at 12:55 AM Read our previous post

Before starting any implementation, the first step it to understand the AS-IS process of the client.

Here is a sample questionnaire which can be very helpful in understanding the Client's Process.

Sl. No	Category	Process Analysis Questions
1	Source System	Mention the source systems existing at present to carry out the teleservice activities
2	Source System	Where is the repository of teleservice information stored and whether integrated?
3	Source System	If there is no repository, how they are all tracked at present?
4	Service Org	What are the teleservice groups existing at present?
5	Service Org	In which system the teleservice reporting hierarchies defined currently? (For example, is it available in HRMS application?)
6	Service Org	What is the size of teleservice team?
7	Service Org	Whether any approval hierarchy exists in the teleservice function?
8	Service Org	Whether is there any separate calendar applicable for teleservice? (For example teleservice should be available 24X7 all days)
9	Service Org	If separate calendar, the calendar details might be required during implementation
10	Service Org	What are the roles of teleservice group?
11	Service Org	Whether there is any team available other than the groups mentioned above? If so, where is the information collected?
12	Service Cycle	How are customers classified?
13	Service Cycle	How does the customer complaint handled at present?
14	Service Cycle	What is the volume of customer complaints handled per month?
15	Service Cycle	Mention complaints that are logged frequently
16	Service Cycle	Among frequent complaints which complaints have highest percentage and whether they are critical complaints?
17	Service Cycle	What is the entry point for a service request?
18	Service Cycle	How does the service escalation handled at present?
19	Service Cycle	Whether multiple interactions happen in one call? If so, how all of them are tracked?
20	Service Cycle	What are the criteria for service request closure?
21	Service Cycle	How does the service request are tracked?
22	Service Cycle	What happens to the customer interaction information?
23	Service Cycle	Where does the Service Agent have the visibility on customer's product?
24	Service Cycle	Time frame until request is active (1/2/3 months)
25	Service Cycle	What is the metrics currently available to track lead?
26	Service Cycle	How does the center agent identify duplicate customer complaint?
27	Service Cycle	What is the action taken for an unresolved duplicate customer complaint? Are they tracked?
28	Service Cycle	Whether is there any knowledge base on standard complaints and resolution?
29	Service Cycle	Whether any mechanism exists for customer education before raise of complaint? (For example like FAQ, Troubleshooting tips, etc)
30	Service Cycle	Whether any mechanism exists for customer advice on renewal of their product? (For example payment dues, card renewal, etc)
31	UWQ	How are the service requests assigned to agents at present?
32	UWQ	Mention the key customer information that is needed to be displayed in the Service agents desktop?
33	UWQ	How does the service agent have visibility of customer information? (For example on the account balance, card personal details, etc)
34	UWQ	Where does the agent have visibility on the up-sell and cross-sell products?
35	UWQ	Where is the delinquency information maintained?
36	UWQ	Whether KYC system is linked to teleservice system? If so, how
37	UWQ	What is the average time taken for a service request closure?
38	UWQ	How does the service request transfer between agents/superiors happen at present
39	UWQ	How does the agent send service request information to next level of action? (E-mail, Direct, Phone, etc)
40	UWQ	How does the customer interaction captured and stored?
41	UWQ	How does the Absent Management handled at present?
42	Security	Whether any data access security is in place now?
43	Security	If data security is in place, how are they categorized?
44	Others	Please list down the pain points, if any