| Servion's Role |  | |
| Some of the key customer interaction challenges institutions in this domain face are: |
| • | Providing Consistent Service
Servion's solutions along with your back-end applications allow you to provide service that consistently matches customer expectations at all the different levels of interaction. |
| • | Recognition of the Customer on Contact
Servion's suite of solutions along with your back-end applications helps you recognize your customer when she/ he contacts your center and deliver appropriate service. |
| • | 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. |
| • | Maximize Interaction Value
Every time the customer interacts with the organization there is an opportunity to generate more revenue. With Servion's solutions integrating with your back-end applications, value-added services can be offered in a personalized fashion based on the tracking and presentation of customer data at the touch points. Presentation of such information to the touch points in real time will aid this. This gives the customer convenience and personalized service. |
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Our process consulting team for improved service levels
A service provider faced with unacceptable service levels in its Call Center called in our process consulting team to rectify the situation. Service levels improved three weeks after the recommendations were implemented. |
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Our Contact Center solution with IVR system for better customer service
One of the biggest airlines in ASEAN 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 a jam in the 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 IVR system 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 24 x 7 service.
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