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Global Locations - Asia Pacific - Success Story

• The Challenge

• The Solution

• The Result

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A major telecom operator in Singapore and one of the region's fastest growing technology-oriented organizations provides directory assistance services through a Call Center. This service, which receives an average of 50,000 calls everyday, allows callers to enquire about the telephone number of a particular individual, or company, or listing of popular telephone numbers in general.

The Challenge

Since inception, the Call Center had experienced call volumes that rose dramatically and the number of abandoned calls was high. The organization requested Servion to study its business and explore solutions to handle abandoned calls effectively. An analysis of the nature of these calls revealed that more than 80% of calls were routine information seeking calls. Agent's time was spent on answering enquires and time was wasted waiting for search results from the system.

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The Solution

The Call Center consists of four major modules or sections, which are Interactive Voice Response System (IVRS), Switch, Billing Server, and Computerized Directory Assistance System Host. Servion recommended a solution that would not only address the service provider's current issues but also take care of its expansion plans. Servion conducted a thorough analysis of the situation and recommended enhancements on the organization's Interactive Voice Response System (IVRS) to improve response to customers and as a result move towards operational excellence.

For the 'Directory Assistance Service 100' services IVR, Servion deployed the solution along with the three enhancement areas:

•	Upgrading and re-developing the IVR applications. This migration ensured flexibility for future enhancements.
•	Direct connectivity and integration with the Directory Assistance host for information and transactions
•	Automatic Number Announcement in which, after querying for the requested telephone number, the agents can choose to announce the same or transfer the call back to the IVR for an automatic announcement

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The Result

Agents now spend less time answering routine queries and waiting for search results. When customers call for information, they no longer have to wait long and their queries are answered quickly and efficiently.


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