30 days complains (ttsl report)
TRANSCRIPT
8/7/2019 30 Days Complains (TTSL REPORT)
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Report Executed By:
Neethu, Priya, Arathi,
Shambhavi
REPORT ON TATA TELESERVICESLTD.
LAST 30 DAYS COMPLAINTS
DATE: February 22, 2011
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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 thecustomer feedback and service experience with TTSL’ s call
centers and also maps their effectiveness and efficiency of
resolving complaints.
Sample Size: 79
Methodology: Tele calling
Days Covered:
February 22, 2011( 73 customers)
February 23, 2011(6 customers)
Sw i tched o f f(13) ,
W rong da ta (25) ,
C u s t o m e rs w h o
not i n te res ted(2 ) ,
R e s p o n d e n ts (
49 %
Sw i tched o f f(13)
W r o n g d a ta (2 5 )
C u s to m e r s w h o a r
i n te res ted(2 )
R e s p o n d e n ts ( 3 9 )
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ORIGINAL DATA GIVEN BY TTSL
Data Base Received No of Customers
Data Card 46
Walky 24
Mobile 9
Grand Total 79
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Churn Customers
Name of customer Phone number Remarks
Mr. .Boo Bala Krishnan 9894956943
“Be genuine to customers ,if
they are genuine I would nothave shifted to Airtel”
Mr.Varkey
9487734157
“They were charged a bill of
Rs 9000 and they are sure
that they hardly made any
calls from that Tata handset.So they moved out of the
network.”
Ms. Priya Ramchandran9443742368
“Receives unwanted
messages regularly fromTTSL , that irritates .”
Getting calls even after
leaving the Network.(Shifted
to BSNL)
Mr.Hari 9894591317TTSL outsources the job.Suitable Schemes needed.
No customer Focus.
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CUSTOMER COMPLAINT PROCESS FLOW:
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TYPES OF COMPLAINTS:
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CUSTOMER’S FEEDBACK:
1) Name: Mr. Ganeshan.B
Mobile no: 9244566576
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 resolved after 1 month, when the customer
threatened that he will walk out of TTSL.
Suggestion: Prior intimation needs to be given before activation of
any VAS.
2) Name: M/s Akash Homes/ Devaraj. N (will come after 3 days)
Mobile no: 6450507 /9842226911
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 resolved within a day
4) Name: Ganesh.S( Interacted to Mrs.Ganesh)
Phone no: 6453597
Complaint:
Frustrated customer
Problem in network (Not able to make calls)
Instrument error
Complained in the office
Complaint not resolved till date.
5)Name: Mr.Varkey (Interacted to Mrs.Varkey)
Phone no: 9487734157
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.
6) Name: Suresh Mangal das
Phone no: 9244398243
Complaint:
The problem was registered with the customer
care centre.
Not convincingly satisfied
Uses Tata photon
No suggestions
Complaint was resolved.
7) Name: Thiyagasundaram.V (Son)
Phone no: 9894052760
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.
9) Name: Uniq fab private ltd (Padmaraj p)
Phone no: 9244412486
Compliant:
Pays the bill regularly through cheque on time.
The executives make unnecessary calls and irritatehim 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:
Drop box should be available at every outlet of
Tata indicom
Needs an evidence of the cheque deposited
When he calls Toll free number 121, always
engaged which creates irritation to the customer
needs to be looked upon.
To check database before calling any customer
Was a loyal customer but because of this issue, heis really upset.
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.
12) Name: Myilswamy
Phone no: 924433924
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.
13) Name : Mrs.Vijaylakshmi
Phone no: 6553983
Complaint:
Not received the bill for past 2 months
The complaint was registered by the customer
in the Tata outlet.
Complaint not yet resolved.
14) Name: Jeya Shankar
Phone no: 9944038500
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.
15) Name: Mr. Rajapandiyan
Ph no: 9894498560
Customer executive: Mangesh
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:
Call Center people should be more customer oriented
Customers speak :
The customer needs to call the customer care centre at least
for 4 to 5 times to give re-intimation of the problem which
has been registered.
“If this is the situation I will handover the phone “
Executives should be more effective and acknowledge the
complaints properly.
Complaint solved.
17) Name: Mr Prabhushankar.J
Ph no: 9940868567
Complaint:
Desired speed of Tata photon is not receivable by
the customer.
The customer registered his complaint directly atR.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 is not yet resolved.
18) Name: Mahalakshmi Packaging
Ph no: 9244511883
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 not yet resolved for the past 5 months.
19) Name: Asokan R
Ph no: 9843395599
Complaint:
Network and tower problem.
The complaint was registered by the customer directly at the
outlet of Tata at Ganapathy road.
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Customers speak:
“During the problem the person came from the showroom to
collect the bill, and then the customer said he will not pay the bill until his problem is resolved.”
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.
22) Name: KMS Body builders
Ph no: 6453589
Complaint:
Problem on recharging.
After registering the complaint, they came next day and
rectified.
Suggestions:
o
The customer is satisfied.
Complaint solved quickly.
23) Name: Priya ramchandran
Ph no: 9443742368
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 solved plus a churn customer.
24) Name: devanesan
Ph no: 9843969212
Complaint:
Not receiving the bills regularly.
Suggestions:
Make the services proper
Complaint not yet resolved.
25)Name: Kailasam
Ph no: 9791034889
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.
Complaint not yet resolved.
26) Name: Soundrajan
Ph no: 9790699911
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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 not yet resolved.
27) Name: Shakuntala
Ph no: 6545187
Complaint:
The problem was on error in bill.
The problem has been rectified.
Complaint was solved.
28)Name: Sudarshan kashyap
Ph no: 8098733708
Complaint:
Billing problem
The customer registered the complaint through the customer
care centre.
Customers speak :
The customer is convincingly satisfied with Tata teleservices.
Complaint was solved.
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29) Name: Altaf hussain
Ph no: 9443882828
Complaint: The complaint was registered at the Tata outlet directly.
The complaint is not yet resolved.
31)Name: ManmohanPh 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.
The complaint has not yet been resolved till date.
32) Name: Hari
Ph no: 9894591317
Complaint:
The customer has disconnected the connection of Tata
teleservices.
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.
33) Name: Mr.Vijayaraghavan.S
Ph.No:6464844
Complaint:
The complaint was on network and payment posting.
The customer directly registered his complaint at the Tataoutlet.
Complaint was resolved.
34) Name:Mr.Boo Balakrishnan.D
Ph. No: 9894956943
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:
The Tata photon connection is disconnected because of lack of address proof.
The customer registered his complaint through customer care
centre.
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.
Complaint solved within 3 days.
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 besolved 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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4.4
3.4
0 1 2 3 4 5 6 7 8 9 10
Effectiveness
Efficiency
Peelamedu Area Effectiveness and Efficiency
4
3
0 1 2 3 4 5 6 7 8 9 10
Effectiveness
Efficiency
R.S. Puram Area Effectiveness and Efficiency
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4.2
3.2
0 1 2 3 4 5 6 7 8 9 10
Effectiveness
Efficiency
Total Effectiveness and Efficiency of TTSL
Most-often quoted of unsatisfied customer:
Complaint resolved after 1 month, when threatened to walk out
of the network.(Casual attitude?)
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”
Cluster Customer Care
Customer care is a crucial element of business success.
CCC is a solution which we came up with after our analysis of the
customer complaints.
Every area in Coimbatore could be clustered into small areas where
every activity will be headed by a customer. The activities mainly
includes looking after the various complaints of the nearby
customers in the locality area regarding the instrument error,
billing problem etc.One customer would be selected as the head
customer representative for the area where in he/she would be
given special training by TTSL on how to solve the minor issues
quickly and efficiently. This approach could be adopted by TTSL
where it helps them to solve their issues with the customers quicklyas well as maintain their brand name leading to a customer centric
organisation.
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CONCLUSION:
Call centers should have the effectiveness in handling the
complaint calls.
Most of the customers of Tata Photon are facing the problems in
services part, which should be look after. The updating of the customer data base in computers need to be
done on time so that problems like address misplaced can be
tackled.
The complaints registered by the customers needs to be recorded
correctly in order to be more customers centric.
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TTSL