An unhappy exchange with a call-centre service stimulates the search for alternatives. Customer service, especially in the shape of a call-centre is one of the most visible and significant aspects of organizational performance but still remains the most challenging & neglected areas of Management. Many large organizations not only fail to empower customer-facing and call-centre staff but also fail to design effective policies and systems. Cut throat competition, working staff trust ability & gap between the policy makers & customers lead to adoption of defensive strategies.
In highly competitive and profitable sectors such as communications and financial services IVR Integrated Voice Response (IVR) is the most widely used call center technology worldwide. Though the technology has a lot of potential, successful deployment requires a good deal of customer research and a clear strategy because if the customer experience is poor the entire effort goes in vain.
ZeebraCross approach towards designing the IVR deployment framework is based on the study "Customer's actual Experience" rather than management's interpretation of the customer experience. The solution ensures effective automation & streamlining of system resulting in a potent customer authentication, call routing, and call flow management.