Modernized Customer Care with IVRS Complaint Management System

 

Customer is the king! Today, customers are not passive buyers who would buy just anything to fulfill his basic needs. As a matter of fact, customers have become quite receptive participants in judging and analyzing their buying decisions. The consumer rights and consumer forums give them the power to be extensively proactive in the market.

 

This ambiance of consumer awareness and RTI Act (Right to Information Act) has really made service providers and companies think twice before they avoid their customers.

 

The customer care cell has became a key component to help uphold the dignity and dynamic rapport of every customer in the market. Though these grievance centers got their foundation decades back, but handling of so many complaints were quite time consuming. Before, the complaints were queued up for action to be taken upon them. And this usually used to take many days.

 

How so ever, now in the era of instant communication and cutthroat competition in the market, no company can survive by queuing their customer up for their turn. Now the consumers want instant replies with instant actions upon their complaints.

 

But, merely a manual work process is quite an impossible strategy that would help resolve the issue and still be a good bet. IT support is an indispensable tool to achieve desired results and for formulating a robust and effective business strategy. In the IT framework, a business is coordinated and automated on entire supply chain – chain process, workflow and relevant information flow.

 

A major step has been taken in the form of voice-based telephony, most commonly referred to as IVR (Interactive Voice Response). Some other quite popular concepts in customer support and complains are Computer Telephony Integration (CTI) technology, Web-based Voice (WV), Autodialers and Computerized Complaint Management System (CCMS).

 

Defining the role of IVRS in Computerized Complaint Management System (CCMS)

 

What is IVRS/IVR?

Interactive Voice Response System or IVR works on the call center technology (CCT). The only difference is that in call center technology (CCT) the calls are received by a human being, while in an IVR system the response is provided through pre-recorded messages that direct one to the solution by pushing the phone push buttons as directed.

 

This concept has become quite popular and is being used extensively in the market. Name any sector and you can identify its complaint cell embedded with an IVR System. Railways, Telephone service providers, Banks and Universities are the major key player to use computer technology.

 

Using computerized complaint management systems, Interactive Voice Response Systems (IVRS) can be materialized for the following aspects:

 

• Complaint booking.
• Complaint Reference Numbers.
• Status of complain.
• Local Assistance.
• Other Inquiry Service.
• Suggestion Cell.

 

Key features of CCMS (Computerized Complaint Management System)

Interactive Voice Response System (IVRS/IVR) is a wide spreading technology, that is reaching out to the clients' customers with a customer-focused strategy for better information about customer profiles. It has been highly felt that voice based computer telephony and technology is one of the keys to future usiness success. That is why, in accordance with the set-up for better results and unmatchable performance in complaint sector, IVRS is being implemented as the backbone for running customer friendly services.

 

Technically, IVRS is identified with following features:

• Analogic Line Configurations.
• Dialogic Telephony Card(s).
• Multiple Voice Broadcast Programs.
• Text To Speech Integration.
• Touch Phone Navigation.
• Information Service.
• Call Recording and Message Forwarding.
• Easy Upgrades.
• Concurrent Inbound IVR functionality.

 

The massiveness and complexity of the data accumulated through customer care centers are enough to be handled flawlessly by unaided human operators or technicians. Hence, this software of Interactive Voice Response system and CTI technology is a customized Customer complaint management system (CCMS).

 

Advantages of implementing IVRS/IVR in customer complaint management system:

• Enhances the overall efficiency of the existing working system which so far has been manually handled.
• No time & space boundary for the calling customers in terms of fast connectivity on helplines provided.
• No more call waiting.
• User friendly interface.
• Multilingual access.
• Fast and easy process of Complaint registration.
• Complaints can be edited in context to their type or other entries.
• Instant generation of reference numbers for complaints filed.
• Toll free numbers that can be connected through any mobile/landline phone.
• 24X7 working schedule and remote location access.
• Highly scalable feature of IVR set up that can be incorporated at any point of time
• Connectivity to human resources (working staff) in case a caller doesn’t find a commensurate category to file his complain.
• Software can be restructured and modeled according to the changing trends in voice based services.
• Easily customizable according to the nature of the services offered by companies.
• Task schedulers and alarm system.
• Usually follows FDA 21 CFR Part 11 Compliances.
• Can be integrated with other Computer telephone (CTI) and other data capturing software installed in companies.

Working Model of IVRS/IVR based Computerized Complaint Management System

 

Using IVRS for lodging complaints is a matter of few simple steps. It is as easy to install and set up in your organization, as it is for customers to use it for filing complains.

 

A user can call the phone lines provided by companies as customer care numbers from any phone. As soon as the user calls, he would be greeted by a welcome note through IVR pre-recorded messages. Then he would be asked to choose a language in which he wants to proceed the conversation. He can opt for any language by pushing the number on his phone as prompted by the IVR recorded message. Then the system would follow with the defined procedure by the company.

 

When a customer calls a Customer Complaint Management system the system works as follows:

• Welcome to XYZ company.
• For English press1, for Hindi press 2, for other regional language press 3 (if customized).
• Once the caller chooses the language option by pressing 1,2 or 3, he is directed to other options in the chosen language.
• Then he is prompted to the category in which he wants to complain. He can either lodge complains by every subsequent step in IVR or place his complaint after a beep sound.
• The customer may even talk to a customer care executive. There he can make a complain and get a complaint reference number. The company would then assess this data and take respective action to resolve customer grievances and problems.

 

On the Forefronts

The convergence of technologies for profound use is a major breakthrough in the Industry of every domain. An entire nation can feel the progress in terms of technologies. So far technology has defined its own space in terms of needs but now it is being used as a means of luxury and pleasure. A vivid and successful example of this technology is the convergence of multimedia services with web voice-based technology in mobiles. No more are mobiles are just a gadget that can make and receive calls, but it is certainly everything beyond it.

 

The things that were meant for entertainment have now become the basic components and features. Otherwise who could have imagined so many things in one tiny instrument? Similar advancement has come in telephony with IVRS technology and Computer telephony Integration (CTI), Call centers technology (CCT), Voice messengers. These are all telephonic communication innovation but have created dynamic results as they are now being provided on single platform.

 

With the single window solution IVR based Customer Complaint Management system (CCMS) have gained the most. Prior to this advancement, handling massive calls by customers and taking prompt action on them manually was a pain in the neck. Now these procedures have become much easier. Out of the millions of calls an organization receives approximately 75% are diverted from IVRS based CCMS and the rest 25% are taken way up to the operator. This amount is relatively easy to handle without adding to the burden.

 

Thus, modern day technology has energized IVRS and CCMS. The best efforts for total customer satisfaction by modernizing the services to an international level has helped both customers and companies. This attitude may end the gateway that in years may change the entire picture. A perpetual progression and innovation is always the demand. Who knows how far it can go to contribute in the sector.