Complaint Management

Support analysts can log new calls; group leaders can review new calls and assign them to the appropriate analysts; and analysts can investigate, communicate resolutions to customers, and finally, close the calls.

Timeline Compliance

Most organisations have performance targets that the complaints manager must meet. The time taken for the initial response and for resolution of a complaint are key performance indicators which are monitored by the IssueTracker through the use of management reports and visual flags.

The system can also track time-dependent tasks within a request. Key activities such as investigation, third party consultations have customisable standard response periods associated with each activity. When a due date is approaching or has been exceeded, reports and visual indicators alert the Manager that action is necessary.

Consistency

Even with detailed complaints policies, manual procedures allow for individual flexibility in processing requests. The way in which the Analyst tracks timelines and documents actions taken on a file may vary within the office. CC Tracker applies structure and consistency to the documentation of actions taken on a file. Two of the main benefits are that request files can be seamlessly reassigned to other Analysts in the office when the need arises, and consistent procedures allow our clients to perform business process analysis and improvement.

Work Management and Reporting

IssueTracker maintains information on complaints classification and workflow that can be analysed to understand the nature of the complaints raised and identify processing bottlenecks. The reports address most aspects of complaint processing. For example:

• Dashboard view of Complaints status on a split timeline for initial and full responses.
• Reports of allocation and time to respond.
• Charts of distribution of complaints by month and drill down to day by day 

These reports are extremely useful in an office environment which receives a steady flow of incoming requests.

Correspondence

The software links to customizable e-mail and word processing templates that automatically generate the required correspondence. Acknowledgement letters, decision letters and other correspondence to complainants and affected persons can be quickly generated. Call specific information (e.g., addressee, dates, etc.) automatically populates the letter. These features save time and increase accuracy.