What TAT would be shared with the client for the resolution where the IVR number shows switched off?
⚡Quick answer -
TAT for the resolution is 4 working Hours once the ticket is raised to the operations team.
When should I use this guide?
Use it whenever a client reports that their IVR number continuously plays a “switched off” message.
1. Confirmation steps
“This is unfortunate that number is showing switched off for any of the client. We have to make sure by dialing number from different operators…”
- Dial the affected IVR number from different operators.
- If every call returns “switched off,” proceed to raise a ticket.
2. How to raise a ticket
Send a request/ticket to the Operations Team at telco.resource@myoperator.co, including the IVR number and noting that it is showing “switched off.”
3. Standard TAT
“TAT for the resolution is 4 working Hours once the ticket raised to operations team.”
The 4-hour countdown begins as soon as the ticket reaches the Operations Team inbox.
4. Delay or extension
“In case of any delay, reason will be shared by the person handling the case over the email with new deadline.”
If the issue cannot be resolved within 4 working hours, the handler will email the reason for the delay along with a new deadline.