30 Days Complains (TTSL REPORT)

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





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.


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.


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.


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.


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


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.


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:



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


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.


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


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:


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.


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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



If the service problems are resolved within two days, the

customers will be delighted.

Documents

30 Days Complains (TTSL REPORT)