Fault Monitoring/Fault Handling/Fault Reporting/Fault trouble shooting
Monitor/Trouble shoot faults and report/escalate faults to designated team/vendor
Turnaround time for a complaint lodged by customer in case of:
Call Connectivity Issue - 2 hour.
Routing/Suplier issue - 60 minutes
Talk time issue - 2 hours or before preferably.
Maintenance & Monitoring:
Maintenance/Monitoring to be done every week Monitoring of the calls, routes, Codes, Zones, server.
Timely & Accurate Reporting as per required by Business Development & Finance (Retail)
1. Traffic Summary Report
2. Monitoring Report
3. Carrier Summary Report
4. Daily reports to be submitted latest by 1:00 p.m while monthly reports by the 5th of each month