Comments

Thursday, April 18, 2013

A Sample Questionnaire for TeleService Module

Posted by 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



1 comment:

  1. Regards
    Sridevi Koduru (Senior Oracle Apps Trainer Oracleappstechnical.com)
    LinkedIn profile - https://in.linkedin.com/in/sridevi-koduru-9b876a8b
    Please Contact for One to One Online Training on Oracle Apps Technical, Financials, SCM, SQL, PL/SQL, D2K at training@oracleappstechnical.com | +91 - 9581017828.

    ReplyDelete

© Oracle Apps CRM is powered by Blogger - Template designed by Stramaxon - Best SEO Template