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One of the biggest challenges faced by the telecommunication
industry today is to meet increasing customer expectations and
competition, while preserving the bottom line. Online Transaction
Complaint Tracking Payment History
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Carriers are grappling with many other challenges
as well. Sample this...
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Increased cost of
training and attrition rate of customer service staff
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Preserving bottom
lines while profit margins are eroding
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Low customer responsiveness
and overburdened cost of call-centers
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Outdated business
processes and technology infrastructures
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Faster technology
adoption and upgradation by competitors with increasing availability
of new technology and infrastructure resources
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Product Snapshots:
| Customers |
| Service
Portfolio |
| Setup
Preferences |
| Online Transaction |
| Complaint
Tracking |
| Payment
History |
| Online
Interaction |
|
|
|
| Employees |
| Customer
Service |
| Analytical
Reporting |
| Knowledge Management |
| Intelligence
Reporting |
| Application
Management |
| |
|
|
| Product
Focus |
| Account
Management |
| Online
Transaction |
| Online Interaction |
| Knowledge
Management |
|
|
|
| Product
Benefits |
| Reduces
Support Cost |
| Reduces
Processing Cost |
| Increases Customer Retention
& Loyalty |
| Improves
Marketing and Operations Effectiveness |
|
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Research Findings
Having established the credentials, organizations
are turning to Self-service as a means to empower customers, agents
and other stakeholders while attempting to be cost efficient.
Studies conducted by research agencies have highlighted
the following facts about Self-Service
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Account administration
over the Internet costs a carrier only 17%
as compared to the same transaction carried over a legacy call center
environment.
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53
% of customer would like to service their own requirements
and 38% would like to make payments
online.
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80
% of customer call centres relate to billing problems or
issues, whereas, self-service channels like Interactive Voice Response
(IVR) systems can reduce the cost of customer service dramatically
- often as much as 95%.
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With comprehensive
Self-service capabilities, carriers can not only provide superior
care, but can also reduce transaction
costs and servicing time.
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Source
: Meridian Research Report / Gomes Survey |
Support Platforms:
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