The procedure of subscribers' claims consideration
1. The work of information service is provided by the telephone operators.
2. The telephone requests of citizens in the information service shall be audio recorded, quantifiable report and registration.
2.1. The steps of citizens that are connected with information service.
2.2. All applicants that were connected with information services (hereinafter "user") may contact the operator to create an electronic application or to find an answer in the knowledge base.
2.3. In the case that the knowledge base user not found an answer, contact the operator or leaving an electronic application, the user must provide their contact information (name, phone number and email address, then go into detail on the description of the question or problem).
3. The work procedure of operator at information services.
An operator of information services - an employee directly performing work under service calls.
3.1.2. The input to the information system.
3.1.3. The reception of the call.
3.1.4. The formation of request information support.
3.1.5. The registration of the call.
3.1.6. Informing of the user
4. The reception of the call.
4.1. The work of the operators for receiving calls is determined by the algorithm of allocation of calls by operators and the mechanism of formation of the queue, given the functionality and volume of user requests to the information service.
4.1.1. Receiving a call by a free operator.
4.1.2. The formation of the queue.
4.1.3. The user formation of voice messages.
4.2. In the absence of the necessary user information on the site support the user can contact the operator or in the case when all operators are busy, wait for an answer in the auto-generated queue.
4.3. A free operator receives a call of a user and according to the limits of its competence and possibilities,provides an answer to the user’s question. In the case where the answer to the user’s question cannot be found exclusively by the operator or the answer is impossible to form within the prescribed maximum period of oral treatment, the operator generates a query and notifies the user about the turnaround time for responding to his appeal.
4.4. The registration of the call.
4.4.1. Based on the data received from the user, the operator shall register and record basic information about the user's question in the log and control user requests to the information service.
4.4.2. Anonymous appeals (i.e. appeals without specifying the name and mobile phone number) and requests expressed in an incorrect formwillnot beregistered and processed.
4.5. The information request procedure.
4.5.1. Within the framework of information request procedure, the operator informs the user about the maximum terms of processing period. There arethe following deadlines of answer preparation for telephone applications of citizens received by information services, based on the information request data:
4.5.2. On matters of urgency ("Urgent" status) within 24-hours.
4.5.3. On long-term monitoring ("Control" status) - within 48 hours.
4.5.4. The operator sets the most user-friendly form of getting the answer to the question:
4.5.5. A letter in the mail.
4.5.6. A callback on a number provided by the user.
4.6. The operator sends it to the control service and security within 1 business day from the time the user makes a request for information by filling a standard form of the request.
4.7. The operator monitors the status of the information request and date of response to information requests of varying degrees of urgency. If you cannot receive the response within the deadline, the operator will send an interim response (in a specified way) to the user, stating all the reasons for the delay in the formation of a full answer to the question and expected deadlines.
4.8. The operator generates a response to the user taking into account the information received on request, within the maximum terms of processing period.
4.9. The operator in preparing the response uses the information provided by the databases and knowledge bases.