Servion has designed and deployed customer interaction management solutions for 9 of the top 12 telecom organizations in APAC.
The telecom industry today is hyper-competitive; increasingly products and services in the market place are beginning to ‘look like each other’. They do the same things, they are priced the same – and it is becoming increasingly difficult to own a market segment on the basis of product superiority / differentiation alone. Given that, consumers form opinions about a brand on the basis of the experience they have when they interact with the vendor organization for some reason. That interaction has indeed become the moment of truth; defines customer experience and determines whether or not, the consumer stays with the organization. Hence, the primary challenge facing telecom companies is retention of customers. In addition to this, telecom providers have morphed from being the provider of a simple, single service to the customer to a provider of multiple services – fixed line, mobile, GPRS, broad band, messaging and so on.
- Customer retention and acquisition
- Differentiated customer service
- Customer expectations vs. organizational perception
- Brand value
- Revenue generation
- Abandoned calls, service levels, and diverse IVR pieces
- Automate recharge process
- Changing technology
- Operational costs
- Integration of business, technology, and customer care
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Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS
Enables customers to get general information, account information, billing services, value-added services, and services for pre- and post-paid subscribers.
⇢ INBOUND INTERACTION MANAGEMENT SOLUTIONS
Providing customers with greater ways to reach your Contact Center to register complaints, transact through online recharges or to interact with agents either on voice or chat or email.
⇢ OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Solutions for customer satisfaction surveys, promotions, focused marketing campaigns and to help customers with payment reminders and call back requests.
⇢ AGENT PRODUCTIVITY - COMPUTER TELEPHONY INTEGRATION (CTI)
Features of CTI include screen pop with customer information such as fee payment information, status of admission ‘pops’ up on screen before the agent answers the call along with customized report generation.
⇢ QUALITY MONITORING SOLUTIONS
Voice loggers are designed to record up to hundreds of simultaneous calls to monitor agent performance.
⇢ WORKFORCE OPTIMIZATION SOLUTIONS
Solutions for flexible and efficient staffing which will help in managing scheduling of agents during busy hours and admission season.