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LAST 30 DAYS COMPLAINTS
DATE: February 22, 2011
EXECUTIVE SUMMARY
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The project focuses :
To understand and analyze the ‘Last 30 Days complaints’ for Tata
Tele Services Ltd., Coimbatore. This report also gives the
customer feedback and service experience with TTSL’ s call
centers and also maps their effectiveness and efficiency of
resolving complaints.
Sample Size: 79
Days Covered:
February 22, 2011( 73 customers)
February 23, 2011(6 customers)
W ro n g d a ta (2 5 )
R e s p o n d e n ts (3 9 ),
49% C u s to m e rs w h o a re n o t
W ro n g d a ta (2 5 ), 3 2 % in te re s te d (2 )
R e s p o n d e n ts (3 9 )
C u s to m e rs w h o a re
n o t in te re s te d (2 ), 3 %
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ORIGINAL DATA GIVEN BY TTSL
Data Card 46
Walky 24
Mobile 9
Grand Total 79
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Churn Customers
“Receives unwanted
Ms. Priya Ramchandran messages regularly from
9443742368 TTSL , that irritates .”
Getting calls even after
leaving the Network.(Shifted
to BSNL)
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CUSTOMER COMPLAINT PROCESS FLOW:
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TYPES OF COMPLAINTS:
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CUSTOMER’S FEEDBACK:
Complaint:
Add on scheme was added without prior
intimation.
Monthly rental was added on to the bill thus
resulting in complaint in bill too.
Called customer care 10 times to register this
complain but in vain.
Complaint given was not understood properly by
the executive.
Complaint:
Not aware of any such complaint.
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3) Name: Ms JM coats. Mathiyalagan.R
Mobile no: 6453240
Complaint:
Problem of battery in the walky.
Frequently calls customer care incase of any
problem.
Complaint:
Frustrated customer
Problem in network (Not able to make calls)
Instrument error
Complained in the office
Complaint:
He is a churn customer
Shifted from the network of Tata Indicom for being
unduly charged.
In a month, their bill was over charged up to Rs.9000
even when the calls weren’t made.
They directly go to the main office to register the
complaints.
Complaint not yet resolved till date.
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6) Name : Metro furniture mart (Talked to wife)
Phone no : 6525291
Complaint:
Problem on payment posting
Not aware of the problem registered.
Complaint:
The problem was registered with the customer
care centre.
Not convincingly satisfied
Uses Tata photon
No suggestions
Complaint was resolved.
Complaint:
Problem on network.
Complaint was registered at local office a month
back.
Complaint not yet solved.
Suggestions:
The customer care employees and the sales
assistance needs to be more customer-centric.
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8) Name: Sarvanan L
Phone no: 9894952128
Complaint:
Migration problem
The problem was solved in a period of 3 months.
Called to customer care and registered the
complaint.
Moderately satisfied customer.
Complaint solved.
Suggestion:
No updating in the customer database by the
customer care executive
Need to reflect on the complaints
Time taken to solve the issues should be reduced.
Need to adhere to right complaints by the
customers and need to act according to that.
Compliant:
Pays the bill regularly through cheque on time.
The executives make unnecessary calls and irritate
him saying “you have not paid the bill on time”.
Complaint on billing.
275 Bill went up to 375 and he was asked to pay 50
Rs. Extra for the late payment.
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Complaint not yet resolved.
Suggestions:
10)Name: Mr.Kannan
Phone no: 6459613
Complaint:
Bills not received for past 3 months.
Complaint registered before 4 months before.
Had to pay extra Rs 50 penalty for late payment
of bill as the reason was bill came late.
Complaint not yet resolved.
11) Name: Mahesh Kumar
Phone no: 9244397664
Complaint:
Disconnection of service without prior notice.
Bill payment issue
Registered the complaint a month back
The customer directly registered the complaint
at the Tata outlet.
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The customer is very happy with the sales
assistance in the outlet.
Complaint not yet resolved.
Complaint:
The customer purchased mobile from Nanjappa
road.
Assured 50% discount on bill was promised
Till date 3 complaints were made to customer
care centre.
Very dissatisfied customer, cause promise was
not kept.
Complaint not yet resolved.
Complaint:
Not received the bill for past 2 months
The complaint was registered by the customer
in the Tata outlet.
Complaint:
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Not received the bill for past 2 months
Conversion of postpaid to prepaid
The complaint was directly registered to the
Tataindicom hub, Sai Baba colony
Complaint not yet resolved.
Suggestion:
False communication due to lack in updation
should be looked upon by the responsible
authority.
Complaint:
Battery problem
Antenna problem
Suggestions:
There schemes need to be updated properly by the
executives.
Customers speak:
He had an old set which was having battery problem.
The problem was registered 1 month back, still it has not
been resolved
The executives respond fairly but the complaint given was
not looked upon till date.
Complaint solved.
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16) Name: Mr. MuthuKrishnan
Ph no: 944122717
Complaint:
Dial tone and battery problem in the handset
The customer registered the complaint directly with the
customer care centre.
Suggestions:
Customers speak:
Complaint:
Desired speed of Tata photon is not receivable by
the customer.
The customer registered his complaint directly at
R.S.Puram outlet.
Suggestions:
Show room executives should respond properly to
the customer complaints.
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Customers speak:
They said that they will give the laptop bag free
for the Tata photon but he did not get the bag.
He is not satisfied with the services
Complaint:
Billing Problem
The complaint was registered by the customer through
customer care centre.
Customers speak:
He changed the office address but the bill is still sent to old
address.
Complaint:
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Customers speak:
Complaint is solved.
20)Name: Chandrashekhar
Ph no: 9940807967
Complaint:
Billing problem
The complaint was registered by the customer at Saibaba colony
showroom.
Suggestions:
The customer is convincingly satisfied.
Customers speak:
Complained in December, they rectified in January it took 1 month
time to resolve the issue.
Complaint is solved.
21)Name: sundaraj
Ph no: 6450960
Complaint:
Charger problem (constantly kept battery on charge to make
it work).
The problem was registered 2 months back.
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The issue was solved after a month.
Suggestions:
The customer is convincingly satisfied.
Complaint is solved.
Complaint:
Problem on recharging.
After registering the complaint, they came next day and
rectified.
Suggestions:
o The customer is satisfied.
Complaint:
Receiving bills even after leaving the network ( 4 months
back)
Had registered the complaint but till date action was not
taken.
Receiving messages and calls from TTSL which irritates the
customer.
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Changed to BSNL because she thinks its cheaper, faster and
better.
Complaint:
Not receiving the bills regularly.
Suggestions:
Make the services proper
Complaint:
Availed 15% discount offer on bill , but TTSL dint give it for
January month.
For past 13 months he got the discount, which has been
discontinued now.
Complained to a nodal officer via mail.
Wants the reply through mail.
Suggestions:
Make the service delivery fast.
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Complain:
The customer changed his scheme, but not receiving the bill
accordingly.
The customer did not get his credit back.
Suggestions:
The executives should be informed about the schemes via
mail or call
Complaint:
The problem was on error in bill.
The problem has been rectified.
Complaint:
Billing problem
The customer registered the complaint through the customer
care centre.
Customers speak:
The customer is convincingly satisfied with Tata teleservices.
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29) Name: Altaf hussain
Ph no: 9443882828
Complaint:
The complaint was registered at the Tata outlet directly.
31)Name: Manmohan
Ph no: 9500451681
Complaint:
The bill was sent to a wrong address.
The customer has not received the bill from the time he has
taken the connection.
The customer wants the address to be corrected in the
database.
Complaint:
Customers speak:
TTSL has outsourced the job, just for the heck of doing they
do something.
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They should provide suitable schemes to necessary
customers.
No customer focus
Churn Customer.
Complaint:
The complaint was on network and payment posting.
The customer directly registered his complaint at the Tata
outlet.
Complaint:
A churn customer.
Customer speaks:
Customer disconnected the Tata telesevices.
Currently the customer is using the Airtel connection.
The customer is not satisfied with the services of Tata tele-
services.
Suggestions:
“Be genuine to the customers.”
If they are genuine I would not have shifted to Airtel.
35)Name:Dhamodharan.S
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Ph.No:9894622859
Complaint:
Suggestion:
The customer is convincingly satisfied.
Complaint solved.
36)Name:Venkatesan
Ph.No:2549267
Complaint:
On payment posting.
Customer speaks:
The customer disconnected the call due to the busy schedule.
37)Name:MohananRam
Ph.No:9894524757
Complaint:
Add on service was activated without prior
notification.
A problem in network.
Battery Problem.(No retaining Capacity)
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A churn customer.
38)Name:Binil Raj
Ph.No:9244608223
Complaint:
Network problem.
The rate of speed connectivity is less.
The customer registered his complaint through the customer
centre.
Suggestions:
Needs good connectivity throughout Tamil Nadu.
Complaint not yet resolved.
39)Name: V.J.Packs
Ph.No:6454044
Complaint:
Battery problem
Customer Speaks:
As it’s a company, there is a lot of delay in solving the issue.
The customer threatened to shift to another connection if the
problem is not solved.
Complaint not yet resolved.
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Effectiveness and Efficiency of TTSL (On the scale of 10)
Efficiency:
Efficiency is a measurable concept and describes the extent to which time is
used for the purpose of resolving a complaint for the customers of TTSL.
Effectiveness:
Effectiveness is the degree to which the complaints has been tried to be
solved and the extent to which the customer’s complaint was resolved
without the reoccurrence of the same problem within the stipulated time.
In the following graphs we assumed that the greater the number on the scale
of 10, greater the efficiency and effectiveness.
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Peelamedu Area Effectiveness and Efficiency
3.4
Efficiency
4.4
Effectiveness
0 1 2 3 4 5 6 7 8 9 10
3
Efficiency
4
Effectiveness
0 1 2 3 4 5 6 7 8 9 10
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Total Effectiveness and Efficiency of TTSL
3.2
Efficiency
4.2
Effectiveness
0 1 2 3 4 5 6 7 8 9 10
Need to
Understand the customer complaints properly and address them
properly.(Listening Skill + Comprehension Skill)
Bills not received from TTSL, Still Rs.50 Charged as late Bill
penalty.(Billing Cycle + Bill Delivery)
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TTSL has outsourced the job, which creates a gap in delivery and
expectations.
“The time taken to resolve problems are the root of people
moving out of the network”
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TTSL
CONCLUSION:
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If the service problems are resolved within two days, the
customers will be delighted.
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