Standard Operative Procedure - FASTag

The modus operandi of attending calls will be through a common VOIP number 8095962020, through which the following numbers are mapped:

• SELVAM K 7502060555
• Hariharan S 7502068555
• KARTHIKEYAN 7502061555
• HIMANSHU 7502011555
• Vinothkumar E 7502058555
• DEEPA 8095307555
• HARI PRIYA 7502067555
• Kannika 6380977713

The customer calls (the calls to 8095962020) will be redirected to the above mentioned numbers based on availability.

Steps/Procedure of Backoffice:

1. A customer will call the VOIP number 8095962020
2. The call will be redirected to any of the listed mapped numbers, based on which is ‘not engaged’.
3. The details of the call - the agent’s number who attended the call, the customer’s number, the time, date, duration and the recorded call which is available to be downloaded through ‘Call URL’. All these can be seen from ‘Call Records’.
4. The recorded call can be reviewed for feedback and can also be used to review the status of the customer query and resolve them using ‘Click To Call’.

Click To Call:

In case of unresolved customer queries, the Click To Call feature can be used to resolve them.

This feature allows us to arrange calls between a customer and an agent, in case of any failed calls (accidental disconnect), resuming any unresolved queries or if the customer wants to connect with the agent who attended his/her previous call for another query.