Servion has developed a model to map and optimize customer interaction – Contact Optimization Model. This model helps analyze, define, and optimize the customer interaction / contact and helps offer a differentiated customer experience. This is a consultative approach and generates an in-depth analysis that can help organizations assess if they are indeed optimizing contact at each level or stage.

Self-service solutions

Self-service solutions such as general enquiries, online billing information systems, and Speech-based systems enable organizations to provide customers 24x7 access to information. Some of the facilities that can be configured are general enquiry, exchange and interest rate information (phone and fax), product and services information – voice and fax, ATM and branch locator service, fax services, account-related information, utility bills payment, online complaints and suggestion box, check book request, stop payment instructions or standing orders, credit card services, merchant authorization services, lending rate information, mutual fund or NAV, insurance claims processing, policy coverage verification, policy renewal, and more.

To provide customers the convenience of transacting by 'simply speaking', organizations are turning to Natural Language Speech Recognition solutions. Most self-service solutions can be easily converted into Speech-enabled ones.

Inbound interaction management solutions

Increasingly, buying decisions are based on how a company treats its customers, starting with the very first contact, and throughout the sales process. To handle each contact effectively, organizations are seeking the availability of updated information, quick retrieval time and above all, a more proactive and responsive approach to interaction handling. Given these requirements, Servion has developed a complete solution that will support multiple communication channels over multiple sites leading to greater customer satisfaction, improved agent efficiency, and a stronger bottom line.

Outbound interaction management solutions

Agents use outbound solutions for customer satisfaction surveys, promotions, focused marketing campaigns, agent satisfaction surveys, premium due reminders, product information broadcasts, and to cross sell or up sell. Supervisors can also monitor agent performance using offline and online reports. These solutions can also be used to inform customers about payment reminders and acknowledgements, salary credits, bounced checks, and stock quotes and handle call back requests.

Agent productivity - Computer Telephony Integration (CTI)

Features of CTI include screen pop (a display of the caller's history and account information that ‘pops’ up on screen before the agent answers the call), customized report generation (over 50 customizable report templates), call and screen transfer for better customer handling (with facility to add notes), intelligent call transfer (most idle agent, skill-based transfer, last agent called), and inbuilt soft phone.

Quality monitoring solutions

Voice loggers are designed to record up to hundreds of simultaneous calls. The agent performance optimization solution maximizes a Contact Center’s investment in existing call recording systems, eliminating tedious and time-consuming manual monitoring activities and allows you to perform highly accurate, automated evaluations of all customer interactions.

Workforce management solutions

Customer interaction executives are the key to successful customer relationships. Performance effectiveness of these executives directly impacts all aspects of enterprise performance. Deploy Workforce Management solutions for flexible and efficient staffing, easier data collection, efficient schedule administration, better workload forecast, and better real-time tracking and viewing.

Process management solutions

Servion offers customers the Service Performance Management (SPM) suite that provides unprecedented ability to catalog, model, monitor, and measure service processes real time. It is also used to report, analyze, and improve service processes real time. The SPM suite can be used to optimize a variety of processes such as mortgage, demat processing, internal or external sales, help desk support, customer service, new employee setup, accounts payables, benefits administration – the list is endless.

Case in point

With more than 50 branches and over a million customers, the service provider is one of the largest banks in the Caribbean. The service provider’s main concerns were centered on enhancing customer and employee satisfaction and improving service levels. Long hold times, non-availability of data on fingertips, and the fatigue factor were some persistent issues that agents had to grapple with day in and day out. The bank had an existing phone banking system in place and was looking for a solution that would provide prompt customer data to its agents, to help them serve customers better and reduce agent fatigue.

Servion Global Solutions’ expertise in ‘multi-platform’ integration resulted in a highly efficient and comprehensive Call Center solution for the service provider. It facilitated seamless flow of calls, both inbound and outbound, to the agents and also the collection of relevant information from a variety of in-house applications.