| Servion's Role |
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| Some of the key customer interaction challenges institutions in this domain face are: |
| • | Recognition of the Customer on Contact
Servion's solutions help you recognize your customer when she/ he contacts your center. Our solutions seamlessly integrate with your back-end applications and enable you to deliver differentiated service appropriate to each customer. Real-time suggestions appear on the agent's screen prompting the agent to interact with the customer in a specific way according to customer preference. |
| • | Capture and Presentation of Customer Information
Servion's solutions, along with your back-end applications, such as billing solutions capture and present all customer history. Information such as the customer's past interactions with the Contact Center and revenue generated from this customer are passed to the agent the minute the call comes through. This information is available across the different products and services that the customer has used and is delivered in real time to the agent. This ensures great customer experience in the shortest time possible. |
| • | Convenience
Customers want to be able to transact their business with the organization in the quickest and most painless fashion possible. Information is available to them in real time presented to them through a channel of their choice. For example, Servion's solutions, along with your back-end applications, can be deployed to track an order through its life cycle so that real-time information is available to the customer or to inform the customer on its status. |
| • | Maximize Interaction Value
There is an opportunity to cross sell/ up sell every time the customer interacts with you. With Servion's solutions, online prompting in the form of a questionnaire or other scripting is provided to the agent to maximize the value of the interaction. At the touch points, information is presented to the agents both about the customer and about the company's products and offers that enables the agent to make relevant offers meaningful to this particular customer. |
| • | Proactive Outreach and Support
With competition rampant and cost of switching very low, a powerful way to lock in and retain customers is through proactive communication that keeps the connection with the customer alive – in a relevant way. Servion's solutions can be deployed to have a proactive outreach customer interaction process in place. For example, alerts can be sent to the customer when the equipment is due for service. Equally if the customer faces a problem, consistent and uniform service can be delivered across all touch points. |
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GAP analysis and BSR implementation for better call distribution
One of the world's largest home shopping companies incorporates a cable TV shopping channel, an Internet shopping mall, and telemarketing catalogues. It generates sales around the clock through these channels. The company faced problems with the distribution of its calls. The distribution was not uniform, with certain skills receiving a large number of calls. A sizable number of calls were abandoned resulting in loss of orders. Servion undertook a GAP analysis and BSR (Best Service Routing) implementation. This resulted in a significant reduction in number of dropped calls and average service levels across all skills crossed the 90% barrier. |
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Friendly solution for information dissemination
A leading global electronic giant needed Call Center solutions to provide customers information about its products. The solution also had to provide dealer location, parts distributor information, customer service center information, and other information to its customers. Agents were spending a large part of their on time on answering simple queries. Servion's solutions ensured that customers could reach the Call Center through voice. This was a friendly, hands-free operation. Calls were transferred based on the product type. Call history and product information were also displayed on the desktop when the call came through. All of this ensured that calls were taken more smoothly and completed quickly. |
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Application with multiple functionality
A global manufacturer and marketer of power tools and accessories and hardware and home improvement products needed an application for one of its products service division. Servion developed an application (with inbound and outbound functionalities). The inbound functionality provides service center and repair status information. The outbound application is used to proactively reach customers and announce repair status.
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