Servion has developed a model to map and optimize customer interaction – Contact Optimization Model. This model helps analyze, define, and optimize the customer interaction / contact and helps offer a differentiated customer experience. This is a consultative approach and generates an in-depth analysis that can help organizations assess if they are indeed optimizing contact at each level or stage.

Self-service Solutions

Self-service solutions such as general enquiries, online billing information systems, and Speech-based systems enable organizations to provide customers 24x7 access to information. Facilities that can be configured are for telecom, mobile, and Internet service providers. These facilities are general information, account information and services, billing services, value-added services, and services for pre- and post-paid subscribers.

To provide customers the convenience of transacting by ‘simply speaking’, organizations are turning to Natural Language Speech Recognition solutions. Most self-service solutions can be easily converted into Speech-enabled ones.

Inbound interaction management solutions

Increasingly, buying decisions are based on how a company treats its customers, starting with the very first contact, and throughout the sales process. To handle each contact effectively, organizations are seeking availability of updated information, quick retrieval time and above all, a more proactive and responsive approach to interaction handling. Given these requirements, Servion has developed a complete solution that will support multiple communication channels over multiple sites leading to greater customer satisfaction, improved agent efficiency, and a stronger bottom line.

Outbound interaction management solutions

Agents use outbound solutions for customer satisfaction surveys, promotions, focused marketing campaigns, agent satisfaction surveys, bill payment reminders, product information broadcasts, and to cross-sell / up-sell. Supervisors can also monitor agent performance using offline and online reports. These solutions can also be used to inform customers about payment reminders and acknowledgements, salary credits, bounced checks, pre-barring/post-barring notification, and handle call back requests.

Agent productivity - Computer Telephony Integration (CTI)

Features of CTI include screen pop (a display of the caller's history and account information (account-related information, payment due date, renewal acknowledgements) that ‘pops’ up on screen before the agent answers the call), customized report generation (over 50 customizable report templates), call and screen transfer for better customer handling (with facility to add notes), intelligent call transfer (most idle agent, skill-based transfer, last agent called), and inbuilt soft phone.

Quality monitoring solutions

Voice loggers are designed to record up to hundreds of simultaneous calls. The agent performance optimization solution maximizes a Contact Center’s investment in existing call recording systems, eliminating tedious and time-consuming manual monitoring activities and allows you to perform highly accurate, automated evaluations of all customer interactions.

Process management solutions

With Process Management solutions, telecom companies can monitor, measure, and improve internal and customer-facing service processes translating performance directly to increased competitiveness, revenues, and profits. They can alert appropriate departments or individuals who can address exceptions that delay process completion with e-mail or text messaging. End-to-end service processes can be measured and monitored from a customer's point of view not from just an internal workflow perspective.

Customer relationship management

Customer Relationship Management (CRM) evaluates and enhances core processes, which are built at various touch points with customers, such as market understanding, product development, distribution, and claims. Feature highlights of CRM solutions are customer information management, rates administration module, field order management, billing management, payment management, and credit and collection.

Workforce optimization solutions

Customer interaction executives are the key to successful customer relationships. Performance effectiveness of these executives directly impacts all aspects of enterprise performance. Deploy Workforce Optimization solutions for flexible and efficient staffing, easier data collection, efficient schedule administration, better workload forecast, and better real-time tracking/viewing.

Case in point

The Call Center of a leading telecom operator and one of Asia's fastest growing technology oriented organizations was facing trouble with rising call volumes and an increased rate of call abandonment. An analysis into the nature of these calls revealed that more than 80% of them were routine information seeking calls. The agent's time was spent on answering enquiries – spending productive time waiting for search results from the system. Servion recommended a solution that not only addressed their current issues but also took care of their expansion plans. Servion did a thorough analysis of the situation and recommended enhancement on their Interactive Voice Response System (IVRS) to improve operational excellence and customer response.