Complaints and Response Management Complaints received to be actioned within stipulated TATs.
Ensure quality resolution along with end to end resolution for customer complaints / grievance.
Ensure inputs provided from various channels on complaints cases are validated and correct feedback shared for each case with central CCM team.
Validation of voice recordings Voice recordings to be validated on any complaint involving abusive call / mis-commitment.
Analysis of these complaints category wise/bucket wise and sharing feedback with center managers/RCMs every month.
Process adherence findings like trails, incorrect tagging of calls, calls made to unregistered numbers,non adherence to process guidelines etc to be reported as part of analysis of the grievance.
Ensure regular interaction with Nodal officers to ensure timely closure of all BO complaints.
Ensure 100% adherence of call quality standards laid down for the unit.
Root cause analysis to be done for all PD grievance and highlight inputs for corrective measures to be taken.
Work along with QIG and Phone banking teams to bring ensure nil service complaints are parked in RPM Queue.
Regularly highlight key complaint trend across locations to ensure correct actions are taken to address the same.
Monthly reporting of MIS to be done within the agreed cut-off dates.
Complete information and breakup details to be provided.
Projects and Processes Initiatives Projects to be taken up in areas of customer satisfaction measurements, increased productivity, cost effectiveness, enhancement to quality/quantity of money collection.
Initiatives in terms of better response quality and timelines by proactive controls/checks to be recommended / rolled out.
Effective liaison with External and Internal Units To ensure effective coordination exists between central CCM unit, Line teams and Support team Coordinating with Phone banking and Branch banking teams Liaising with other units of Credit card function, Nodal officer & QIG team members People Management Attrition management Motivation being the leading tool in retention of ADFC team members Proper contingency plan is in place to handle all processes with ease.
Productivity tracking of the ADFC team members.
Training Process related training to the ADFC team members at the location.
Complaints Resolution within stipulated TAT
Drafting of Customer Responses
Process Improvisations, Process Amendments,
Root Cause Analysis of complaints