Notes
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call drop form
https://docs.google.com/forms/d/e/1FAIpQLScTfRKvR2uy7qkLn8CJ5gdiBIoMPsR4qdyaG5EICGtJu12pjw/viewform
esc form
https://docs.google.com/forms/d/e/1FAIpQLSdNc4899bQiFpkaR0OrqATyduFFw33_wfZNVrNo2uD2-LLktQ/viewform
attendance
http://182.75.250.82:85/
Issue:- call not connected
Action:- sms send
Comm:- NA
Call not connected
Issue:- voice not coming
Action:- NA
Comm:- call dropped by cx while giving warning
Call not connected
Issue:- voice not coming
Action:- NA
Comm:- call dropped after giving three warnings
Call not connected
Issue:- cx not responding
Action:-NA
Comm:- call dropped after giving three warnings
Call drop
Issue:- call dropped by cx
Action:-NA
Comm:- NA
Language issue
Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- guide them to reach [email protected]
Language issue
Issue:- cx not able to speak Hindi/English
Action:- NA
Comm:- call dropped by cx side
No info Required
issue:- cx didnt required call back
action:- NA
comm:- NA
issue:- echoing voice
action:- na
comm:- after 3 warnings call disconnected
issue :- cx didnt heared voice
action:- na
comm:- after 3 warnings call disconnected
Information on product
issue:- cx wants information on product
action:- informed from pdp about product description
comm:- info given // cx agreed
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, after dispatch tracking details will shared // ask to wait till pdd
Communication - Information given // customer satisfied
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, ask to wait till pdd
Communication - Information given // customer satisfied
Issue - Customer ask about delivery details
Action - DDR, Dispatch, courier partner, tracking, ask to wait till pdd , delay dispatch sms shared
Communication - Information given // customer satisfied
Issue - Customer ask about delivery details (Late)
Action - Apology done // complaint raised // as soon as possible order will delivered // ask to wait
Communication - Information given // customer satisfied
MANUEL PUC
issue:- cx wants to know pick up details
action:- info cx about manual pick up // macro shared // apology done
comm:- details given to cx about manually send courier charges // cx agree
Refund replace denial
issue:- cx wants to know about complaint and refund details
action:- complaint already marked closed as RPI denied
comm:- info given cx as mentioned by team account fail in internal checks
issue:- cx ask about refund
action:- RL filled // cx order was already picked up // tat shared 7-8 days for warehouse
comm:- info shared // cx satisfied
FRAUD CALL -
Issue - lucky draw call received by customer
Action - Satisfied customer that call was not from our side // asked customer not to share any information with them details gathered // asked to file a complaint against them in nearest crime branch // macro shared
Communication - Information given // customer satisfied
Issue - why was my order cancel or Reason For RTO
Action - given info // ask Customer to place fresh order // apology done
Communication - Information given // customer satisfied
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