Telecommunications and digital services

Explain how subscriber complaints pass between support channels and technical teams and how responses are delivered. Link urgent cases, escalation and satisfaction measurement to records showing owners, deadlines and outcomes.

Suggested package

The customer experience package covers subscriber complaints and satisfaction based on your organisation’s service channels and data.

Customer experience

Example package index

A telecom and digital services customer experience example contains 56 documents. Your answers on channels, customers and measurement determine the documents in your order.

1. F-01 Document list and retention rules
2. F-01b Process map and interactions
3. F-02 Document distribution and receipt record
4. F-05 Job description and competence requirements
5. F-05a Roles and authorities
6. F-06 Training, competence actions and evaluation record