![]() ![]() For example, if a caller was in the 5th position in the queue when a call back was requested, callback functionality maintains that position despite call disconnect. The unique feature of this service is that when a customer chooses to use this option, the queue position remains intact even after disconnecting. The system validates the customer and then connects the call to the officer. The request remains in the system and when the system determines that an officer with the appropriate service/skill category for the caller is close to being available (based on the choice of selection from IVR and officer capability needed, as determined by the callback scripts), then the customer is called back using the recorded phone number. The system writes a database record to log the callback information while also advising the estimated call back time to the customer. Once the customer opts to be called back, they leave their phone number and exit from the call. This innovative service limits the time spent by a customer waiting to get in touch with a phone banking officer. In order to manage the problem of aggravated traffic during peak hours and at times of unexpected traffic, such as in case of technical malfunction at any of the other channel or outlets, the bank looked for a technical solution and settled on “courtesy callback”.Ĭourtesy callback is an automated service offering with a call back facility to customers who have called the Bank's IVR and waited in queue for more than 45 seconds. During the long wait times calls occasionally dropped-out unexpectedly due to telecom network issues leading to further dissatisfaction among customers. This rise in call traffic meant a longer waiting time in queues for its customers resulting in customer dissatisfaction and significantly high rates of call abandonment. As the Bank’s customer numbers steadily increased, it resulted in a a significant surge in the volume of inbound calls. Presently, Kotak Mahindra Bank has a distribution network of over 1310 branches and serves more than 4.6 million customer accounts with its contact centres playing an important role by handling around a million calls per month. With fast paced technology development, the bank has continued to expand on its contact centre service capabilities to further enhance customer experience. ![]() This project has delivered stronger customer satisfaction and significant cost savings to the bank. The project won The Asian Banker ‘Best Self-Service Banking Project Award’ for 2012. The bank brought in service innovation by enabling its interactive voice response (IVR) system to automatically call back customers rather than customers waiting on the phone in a queue. To do so, it implemented innovative processes, aided by technology, to address the challenge of significant numbers of waiting calls due to heavy peak time volumes. Kotak Mahindra Bank, the fourth largest private sector bank in India by asset size, sought to improve the service capability at its contact centers. Back in 2012 the trend was towards expansion of self service, with service differentiation in channels and contact centers becoming increasingly important. Financial Services and Related Research SourcesĮnhancing service capability with innovative features for better customer retention is a competitive mandate for almost all banks today.The Heads of Retail Finance Virtual Meeting.Bank Managers' Challenge and Convention.Excellence in Retail Financial Services.TAB Finance Diary of Events (Full Event Diary).The Best Retail Financial Services Rankings. ![]()
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