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Centralized Service Center (Service Center Policies (Working Hours, Leave…
Centralized Service Center
Incoming Calls
2.Call registration with Brand
Toll free
Web portal
Updation in store service center
MIS
1.Call popup in the Screen
Outgoing Calls
Brand follow up to clear the calls
Pending service call details to service center/ ASM
Update on the clearing the call
Updation in Store Service center
Confirm with the customer and close the call
Happy Calling
Google review
Call the customer and listen the greviance
Talk to concerned SM/ CM/ Head of Op to resolve the issue
Follow up till issue resolved
Happy Call to customers
Keep MIS
Service Center Policies
Working Hours
Leave policy
Call allotment policy
Training of call center associates
Call escalation Matrix
Review process
KPIs and KRA s
Service TATs
Cmmunication and folloup with stores
Communcation with Service centers
Call center Softwares
Documentations
Warranty terms
Replacement policies
Call recording
Job Descriptions