Another important component of the CSL ATM services is the First level maintenance (FLM) service. First Level in the ATM parlance are those problems which can be handled without opening the mechanical and electronic parts of the ATM machine.

As these calls do not need accessing the heart of ATM, these can performed very easily. However, due to the typical working conditions in India, it is seen that very large number of such calls are getting generated. Attending such calls either bank or the ATM Company using technical manpower is definitely expensive and time consuming. It is critical that even these calls are attended immediately otherwise the ATM will still be out of service there by affecting the service levels promised to the clients.

Many banks and practically every ATM Company has found it prudent to outsource this activity and CSL is the obvious choice of all of these. The advantages of using the CSL services are obvious and clear.

CSL staffs are trained to handle all the first level problems of any ATM machine and get the machine going immediately. As the staff is available across the country on 24 hours cycle the calls are attended immediately. In the last year CSL was proud to have call closure performance, which was 99% as per the SLA and more that 100% in terms of expectations.

The calls are handled by the Call & Help Centers across the country. The centers are equipped with state of the art call center systems and communication systems. Set processes for escalation, reporting and control make sure that nothing is missed out. All the calls are routinely analyzed and this information is made available to the banks and ATM companies, which is great help in improvement of the services.