| One of the leading telecom service providers, in its incessant pursuit of customer care, opted for a Call Center solution to service its ever-increasing subscriber base. The solution that Servion provided was a bundle of Inbound and Outbound applications packaged to address the burgeoning needs of the service provider's customers. |
| The Challenge |
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| The organization wanted |
| • | An IVR that was functionally far more superior than its current one |
| • | To enhance response time to the customer and as a result set very high service levels |
| • | To reduce the number of abandoned calls |
| • | To enhance the performance of the IVR and also provide a customer friendly menu with increased efficiency |
| • | To use CTI technologies for both Inbound and Outbound applications |
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| The Solution |
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Inbound Application
The Call Center solution provides 'round-the-clock personalized service' and instant access to subscriber-related information. The solution comprises an Interactive Voice Response that is bilingual. The solution provides a screen-pop facility at the Call Center agents' desk. When a customer opts to speak to a Call Center Executive, the call gets routed to the agents' desktop along with the relevant screen-pop to facilitate better interaction with the customer. In addition to the IVR option, customers are also provided with the option to get duplicate copies of specific documents such as customer invoices and payment confirmations through either e-mail, fax, or courier.
Outbound Application
The Outbound IVR and Call Center solution performs outcalling operations to 'inform' and 'remind' its customers of a list of concerns. Each of these issues is designed to be campaigns in itself; for example, Pre-Barring Calls, Mobile Banking, and Care-touch Courtesy Call.
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| The Result |
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| The Servion solution has translated into direct business benefits for the organization. There has been a dramatic increase of 10,000 calls per day on the IVR as opposed to 500 to 600 calls per day. Coupled with it is the efficient response delivered by the IVR. The Inbound function with the CTI application has reduced the response time to the customer. Over and above that, the outbound call functionality that ensures the reminders for payment has brought down the outstanding amounts of the organization. |
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