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. Some of the facilities that can be configured are general inquiry services – flights, trains, road transport, sectors, fares; information on products and services, arrivals and departures; baggage allowance; meal plan request; request for special services; accommodation availability; loyalty points accumulation/redemptions against tele-shopping; ask for agent assistance; ticket reservation services; flight, train, and road transport schedules and availability; lowest fare search; details on "frequent flyer" program; airline terminal or station information; payment confirmation; tele-check in services; and cargo services – delivery, schedules, fares.

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, announcement of flight/train re-scheduling and cancellation, customer satisfaction surveys, requested ‘call back’ (based on query), cross selling and up selling of allied services such as hotel booking and cab reservation, welcome calls to new customers, customer service calls, emergency notification in case of departure delays, announcement of special schemes, discounts, and targeted outbound campaigns.

Agent productivity - Computer Telephony Integration (CTI)

Features of CTI include screen pop (a display of the caller's history and frequent flyer information) 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.

Customer relationship management

In the transportation industry, customer loyalty is a high-value asset because loyal customers are typically less price sensitive. Customer loyalty can be won and retained with effective usage of CRM solutions. They enable organizations to manage all customer interactions in such a way that it maximizes profitability of every customer relationship. Some of the modules in the CRM suite include customer information management, rates administration module, billing management, payment management, service agreements adjustment, 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

One of the biggest airlines in the ASEAN region, servicing more than 100 destinations around the world, was facing problems with customer queries. Agents were not able to handle queries effectively, as updated information was not available. Even routine calls such as flight details had to be handled by the agents, as there was no automated system. This led to jammed lines, resulting in a large number of abandoned calls. To solve the problem, Servion provided a Contact Center solution with an IVR system and CTI functionalities. Calls from all regions were handled by the centralized Contact Center. This reduced number of abandoned calls considerably. Customers did not have to wait to speak to agents. The IVRS provided all routine information, including time-zone specific information. Under certain specific circumstances, calls were routed to another Contact Center. This ensured that customers always enjoyed prompt and 24x7 service.