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Created with Fabric.js 1.4.5 Account Managed Exceptional Circustances CCMT Gurus BCS Account Manager- email sent to advise case is still under investigation IR REVIEW DATE REACHEDNo update available:End User- Email/SMS advising case still under investigationAccount Manager-Email sent to advise case is still under investigation BCS warm transfer to Gurus Fault Investigated IR not raised- updates sent to Account Manager End User to call/email Account Manager - if no exceptional circumstance identified, End User advised to call BCS double click to change this header text! IR raised to CCMT- updates sent to Account Manager Gurus obtain:-Account Manager contact details-Company name-End user preferred contact method Update availableEnd User- Outbound call to advise of latest updateAccount Manager- email sent to advise of latest update AMDOCS cased raised to RANCustomer and Account Manager updated on IR progress Amdocs cased raised to RAN team- Email sent to inform Account Manager that a network fault has been for one of their customers BCSObtain Account Manager contact detailsFault types raised:-No service issues-Calling issues-Data issues-MMS Issues-SMS Issues-Roaming Issues-Non location specific network faults End User to call/email Account Manager:Check for Exceptional Circumstance-Known outage on Coverage Checker-Multi-user affecting fault-Multi-site affecting faultExceptional circumstance identifiedAccount Manager calls straight through to a Guru Gurus obtain:-Account Manager contact details-Company name-End user preferred contact method IR REVIEW DATE REACHEDUpdate availableEnd User- Outbound call to advise of latest updateAccount Manager- email sent to advise of latest update Check for Exceptional Circumstance- Known outage on Coverage Checker-Multi-user affecting fault-Multi-site affecting fault Account Manager will need to be able to answer questions from Guru:-if known outage, we need to know the issue the customer has (3G vs 4G)-if multi user, we'll need to check mPower, etc-General info such as house number or name/postcode/streetname/town/village/motorway junction -Nature of the fault- poor coverage, dropped calls, no service, etc-Date & time of the fault-Service levels- please try to specify what the service was like prior to the fault-Any similar problems in this area before?-Handset- make and model
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