| Servion's Role |  | |
| Some of the key customer interaction challenges institutions in this domain face are: |
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Recognition of the Customer on Contact
Servion's solutions help you recognize your customer when she/ he contacts your center. |
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Capture and Presentation of Customer History
Servion's solutions along with your back-end applications such as billing solutions capture and present all customer history. The customer's past interactions with the Contact Center and revenue generated from this customer are made available 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. |
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Service Customized to Customer Preferences
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. |
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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. |
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Minimizing Talk Time
A customer may go through all the Self Service applications and still at the end want to talk to an agent because of the long process. This adds up to increased talk time or average hold time (AHT). AHT can be overcome by deploying an easily navigable, user friendly designed IVR that guides the caller and the transaction is completed in the shortest time available. |
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Constraints of IVR
The IVR is limited by the keypad. Deploying a Speech-enabled IVR or one that is more flexible like 'My IVR' can help to cater to a specific group of customers who have a particular requirement. |
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Maximizing investment, minimizing disruption and surpassing expectations
A rapidly growing company required a migration path from a multi-location Contact Center situation employing different technology environments to two locations with uniform technology and infrastructure. The challenge was to design and implement this in a manner, which maximized use of existing investments, minimized the disruption to service levels during migration, and enabled consistency of service – all in the shortest possible time. Our team delivered this and surpassed all customer expectations. |
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Fully operational Call Center in just 3 months
A Contact Center employing different best-of-breed solutions in the CRM, Contact Center software, and IVR domain had trouble seamlessly integrating the various pieces and getting the Call Center operational. Over a three-month consulting engagement our solution consultant successfully rectified the situation and got the Call Center fully operational. |
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Analyzing and recommending enhancement of IVRS for better service
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. The agent's time was spent on answering enquires - 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 their response to customers towards operational excellence.
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