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Manage Customer Complaints (PW)

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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Ram Mohan Mishra
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22 views1 page

Manage Customer Complaints (PW)

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.

Uploaded by

Ram Mohan Mishra
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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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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