Complaints Manager or Coordinator
Tagish Coordinator Portal is a highly configurable web based application that enables complete management of all your complaints and feedback cases. The portal is designed to automatically route any type of feedback from initial capture through to resolution allowing a standardised, consistent process to be adopted.
See also: Customers | Frontline Staff | Partners, Suppliers and Contractors | Performance Analysts | Service Managers
Key features:
- Enables creation of letters from templates which are pre-populated with feedback data and which are automatically tracked within the system
- Allows more accurate classification of feedback leading to improved management reporting
- Drives the entry of required information based on feedback status improving data accuracy thereby reducing time for data entry
- Provides document management facilities such as document scanning and file attachment eliminating the complexity of a paper filling system and reducing time and effort for electronic storage of feedback documents
- Reduces time required to send email to internal or external parties via email templates
- Ensures automatic tracking of emails against the feedback record
- Allows team leaders to "batch" allocate feedback records and tasks to individual team members
- Re-allocates feedback tasks when a case is reassigned to a new complaint specialist
- Identifies repeat complainants
- Enables electronic methodology for quality checking of feedback procedures
- Builds an audit trail of activity
- Enables tracking of incoming or outgoing telephone conversations with customers
- Allows for capture of root cause analysis information within the case history
- Supplies enhanced feedback system reliability, performance and future growth
- Furnishes 50% increase in operation efficiency (based on results from similar customers)
- Management reporting delivered at the touch of a button
