CMS

CMS

Complaint Management System (CMS) wherein customer can log in complaints on predefined IVR based CMS number using codes for each types of complaints or complaints can be logged on web portal or by manually calling the help desk. Complaints will automatically be escalated to respective supervisor responsible for each departments. Once the complaint is attended/completed, CMS will generate & send the customer/ user a message for confirmation and rating for the same. Coral also provides fully automated WEB BASED Complaint Management System.

Features

  • System generates “ticket number” for each complaint booked in the system.
  • End user has the option to close if satisfied or alert the supervisor.
  • Supervisors re-assign the complaints, if end user is not satisfied.
  • End user can check status of complaints booked on IVRS / web portal or manually to the call centre..
  • Facility to give score on Quality of service provided.

Applications

  • Automate the complaints handling system in the organization.
  • Segregate the complaints, department wise and automatically allocate to technicians based on their skills.
  • Generate reports and take print out of complaints booked, closed or pending along with customer feedback on QoS.
  • Obtain status of all the complaints assigned to technicians.
  • Easy to create skill based hierarchy of Supervisors & Technicians and link them to type of complaint.
  • Technicians can close the complaints through web based utility or on mobile App
  • Administrator can create various departments and assign required skilled based technicians to those departments or category of complaints.