Riyaz, if you have a few moments, you may also test drive the online ticketing system at http://www.chekelea.com/support/users/main.php  . Such systems are widely available anywhere. Some may say that if the internet is down, how will the online ticketing work? When people are faced with a stress related down times, they will use other means of connectivity to register a complaint. No more the usual CS of knowing the person so as to get things done. The main issue of a CC centre is this : Poor followup and that the systems dont escalate it further. A rude or non communicative CS person may not write the true story on email reports or pending complaints etc. The backend system may not be providing proper reports on tickets open etc. The upper structure of the company will be unaware of such and the client's impression is that the company is a failure.

 

If anyone wants a demo on the online ticketing system, contact me offlist/onlist and I'll slot in your mail address/test dept and take you over the work flow involved and reporting capabilities ( minus admin rights etc )