| A leading international bank had invested in Call Centers and Interactive Voice Response System (IVRS) to provide efficient customer service to its European customers. It was observed that the investment and impact of the IVRS was not significant. Servion was mandated to audit the existing IVR and Call Center architecture and MIS generated by the IVRS to identify areas for improvement. A set of short-term and long-term approaches were recommended to bring the IVRS performance to desired levels. |
| The Challenge |
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| The following 'problem areas' were identified: |
| • | Service capability of the existing infrastructure and required upgradation |
| • | Call Center unable to cater to the increased volume loads |
| • | Current CTI functionality was unable to provide the diverse functionality required for the Call Center |
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| Based on these, the following key areas were analyzed |
| • | Business application |
| • | IVR utilization |
| • | Call flow |
| • | Call traffic |
| • | MIS reports for IVR |
| • | MIS reports for ACD |
| • | Workforce optimization techniques followed |
| • | Productivity enhancement tools |
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| Top |
| The Solution |
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| The following were Servion's recommendations: |
| • | Provision for adequate redundancy and backup for points of failure |
| • | Redesign of Call Center architecture to ensure adequate use and control of CTI |
| • | Redesign of the middleware and MIS architecture |
| • | Connectivity from middleware to other components such as Self Service, CTI desktop, and MIS database to be re-designed, documented, and implemented |
| • | All customer interactions (over multiple delivery channels) to be logged appropriately. Post logging, they should be used for any further customer interaction. |
| • | Integrate all systems of the Call Center with the CTI to ensure overall CTI control |
| • | Contact Center to be equipped with a Workforce Management System to better organize and optimize its human capital |
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| Top |
| The Result |
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| Servion's recommendations translated into benefits for the organization. Call completion rate increased immediately by 10% on the IVR and Self Service uptime increased to 97%. |
