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| MIS
Reports for Digital Product Technical Support |
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All
our reports are generated from ISS (Interactive Support Systems),
our main CRM package. See below the list of reports:
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Call
Login Report |
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Chat
Login report |
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Email
Report |
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Average Call Report |
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Hourly
Call. Chat and Email Report |
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Daily, Weekly. Monthly service Report |
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Satisfaction
level surveys and Analysis Report |
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Full reporting against the Service Level Agreement |
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Full Reporting and control for Programs |
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Enstaserv
will suggest a suitable Account management Process. In order
to manage the delivery service to your need, we have established
an Account Management Process. This consists of a multi-tier
approach providing control and reporting from Director level
to Team Leader.
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Enstaserv
would depute a Delivery Head who will co-ordinate with your
counterparts for daily activities and reporting.
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The
technical staff assigned by you will receive the full support
of Enstaserv’s Account Management team. This will ensure
their continued motivation and dedication to your organization’s
objectives.
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The
Account Manager assigned to your organization will be responsible
for ensuring customer satisfaction and will be measured accordingly.
These measurements will be based on the services delivered
and driven to ensure that maximum benefits are realized. This
will be achieved through monthly or fortnightly meetings.
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Regular
communication between Enstaserv and your organization will
ensure a mature understanding of roles and objectives. This
cultivates an open and productive working relationship. Thus,
if any issues are identified they are addressed early and
resolved quickly.
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The
Account Management Process is a part of Enstaserv’s
continuous improvement methodology and is regularly reviewed
to sharpen focus on quality of service and client relationship.
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Daily,
weekly and monthly call statistics, with closed and open calls,
new calls, time taken, person hours consumed, escalation levels,
prime time calls, non prime time calls etc. would be provided.
We shall also provide detailed report on each of the call
giving details and nature of call queries, resolution etc.
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