Customer Complaints Management System
CCMS
Customer complaint management system
The customer complaint management system (CCMS) is implemented within PITC call center having 118 and 8118 short codes (MES short code). The flow of complaint and control center is presented in Figure 25, below for Garrison’s utility billing through smart grid deployment. It is also proposed that MES will get short code for calling and SMS. MES can consume the services of call center through PITC or the same may be implemented at air gapped data center established at MES. The customers interacts with an IVR (interactive voice recording) in 7 languages including 5 regional languages and can access the information required. The customer can register complaint using 8118 ( short code) SMS option or sending email email at ccms@pitc.gov.pk, entry at ccms.pitc.gov.pk portal or walk in flow for complaints registration. The line complaints are forwarded to complaint and control centers whereas commercial complaints are forwarded to facilitation centers for its paperless role/permission based approval to make this process transparent, accountable and cost effective.
Step 1
Complaint Logging Process
- Calls will land on (MES short code) and will be replied by call center agent with automated call management software (industry standard, open source ASTERISK).
- Complaint is registered in the database using web based solution.
- Message from customers to (MES short code) “14 digit reference No.+ Message(Issue)”
- Customer can lodge complaint using web portal
- Customer can use Mobile App (MES Smart) for complaints registration and tracking
- Customer can walk in to Complaint Center / Facilitation Center where staff enters complaint in CCMS
- An automated Ticket No. is generated and sent via SMS to customer
Step 2
Complaints Assignment Process
- Complaint registered in system automatically lands in complaint and control system at Garrison
- TAC will assign the complaint to Lineman
- CCMS automatically also sends an SMS to the concerned TAC/officer (phone nos. provided by DISCO and registered in the system).
- Assigned complaints are also available on the dashboard of the concerned office/sub-division
- An SMS is also sent to complainant.
Step 3
Complaints Resolution Process
- Lineman using lineman automation mobile app will resolve the complaint
- Concerned TAC/office may also mark the complaint “Resolved” after working on the complaint as per allocated time using complaint and control system (CCC) application
- Concerned TAC may also mark the complaint as resolved via SMS to 8118 (TicketNo.+R)
- Concerned TAC/ Lineman can also mark the complaint “On Hold” in case there is a delay in resolution because of any legitimate reason.
CCMS
Customer Complaints Management System (CCMS) Application
CCMS is centralized in house developed CRM which provide full scale automated complaints redresal. Its snapshots are presented in the Figure 26 below. It is based on open source ASTERISK calling solution where IVR is configured with 7 languages with following IVR (interactive voice recording) system features.
Option | IVR Feature | Option | IVR Feature |
1 | Bill Information |
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2 | Load shedding Information |
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3 | Self-Complaints | 1 2 3 | Power Outage Power Fluctuation Excess Billing |
4 | Theft Reporting |
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5 | Track Complaints |
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0 | Call Center Agent |
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* | Repeat Menu |
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CCMS
Complaints Registration and Resolution Module
The complaints registration, resolution and tracking will be systematically structured with two objectives as:
- Line customer complaints reach Garrisons offices through multiple channels
- Immediate allocation of complaint to line support staff by TAC
- Complaint resolution spontaneous update and feedback to customer
- Visibility to consumer with live status of complaint resolution
- Monitoring by Director Complaints at DISCOs on KPIs for strict accountability
The customers at Garrisons can register complaints and get information (billing, load shedding) via
- Calling 118 Interactive Voice Recording (IVR) in 7 regional languages (MES short code will be replaced)
- Sending SMS to 8118 and email to ccms@mes.gov.pk (will be shifted to MES domain or otherwise)
- Via web portal https://ccms.mes.gov.pk/complaint (will be shifted to MES domain or otherwise)
- Walk in at CCC (customer complaint center) and CFS (customer facilitation centers) at Garrisons
- Power Smart mobile Apps [single click] complaint registration and consumer visibility on complaints resolution
- Emergency calling, customer call will be connected by agent to safety department for immediate mobilization of Garrisons teams to minimize or stop the potential damage
- Customer can register complaint if there is a complaint type not listed in the system using “Other” option
- Robotic calling feedback from customer upon complaint resolution and reopen if not resolved
The complaints monitoring will be accountable with actions as:
- MES will monitor KPIs (avg. complaint allocation time to lineman, avg. complaint resolution time by lineman as per endorsed timeline of NEPRA and reopen complaints by consumers) through CCMS portal
- KPIs reporting is available on CCMS for Director complaints
- CORPSE Commander will take very strict action against TAC, lineman on KPI targets avg. complaint allocation is 5 minutes, resolution within timeline for a type of complaint