BPO - Servion has revolutionized customer experiences through its Contact Center

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Servion's Offerings

Contact Center Consultancy

Working in close association with the client, Servion can identify the requirements for a Contact Center reporting system and create an RFP. In addition, Servion can help companies review proposals and rank them, based on the ability to meet the necessary requirements and overall value in terms of current customer satisfaction, reliability, scalability, support, strategy, and vision.

For more information on our consultancy services, click here.

Technology Solutions

Servion utilizes the best-of-breed technologies, products, and systems integration skills to develop product offerings and services that can be adapted to a range of businesses. These include Business Response Solutions (end-to-end Contact Center solutions) and Application Integration Services.

Of Hurdles Crossed

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GAP analysis and BSR for reduction in dropped calls
One of the world's largest home shopping company 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 Best Service Routing (BSR) implementation. This resulted in a significant reduction in number of dropped calls and average service levels across all skills increased to more than 90%.

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Enhanced, personalized solutions
One of Asia's biggest multi-party consumer rewards program that rewards regular customers for shopping at any of its participating outlets has exponential growth in members (presently, there are about 1,500,000 members). The service provider wanted to upgrade its existing manual Help Desk (providing voice, e-mail, and fax support) to provide enhanced and personalized services. Servion's provided a Contact Center solution that members could access to retrieve card-related information and non-members could access the system for general information. The solution supports three languages. Callers could transfer to a MSC (Member Service Consultant) for further assistance. The system also supported callers from multiple locations.

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