Can be resolved at CC??
Feedback is received at GHQ Cust Care
Is Cust contact details req?
Follow-up Req??
Update Log in Amigo
Agent send the appro.message to be posted in social media
Share the details with respective Br/dept
resolves the problem
END
Reasons collected from Cust
Contacts the Cust and understands the concern and provides solution
Agent dwnlds reports from Amigo
YES
Compare with the tracker and sort only the open / outstanding cases
Agent analyses the email and assigns to respective team member
Mark cases as Open follow up
Connects to Br and informs the reason for transfer
Member contacts the Cust and acknowledges the feedback
Digital Mkting teams collects the feedback
Close case - resolution provided
Will share the email to GHQ with the resolution/acknowledge provided to Cust
Branch Related Transfers
Cust gets an auto generated SMS to his gegistered mob asking to provide feedback
NO
GHQ Cust care shares the data to cust service
Cust does registration or first Txn at Br
Check work status update
Agent confirms Br details and reason for call transfer
Digital Mkting team provides appr message in Cust
Cust provides feeback via link shared through SMS
Will share the feedback to the respective Br or dept
Chk if follow up req
Email-SOCIAL MEDIA
Open Cases?
Cust calls the CC to get in touch with the Br
Email-GHQ Cust Service
Segregate the cases based on nature of complaint
Cust shares the complaint/feedback/enquiry in social media
Assign to team
Updates Master file
Shares the Cust details to cust.service
