EMERGENCY AND COMPLAINS

Emergency

This is the most productive use of IVRS technology. Human operator may not be available at odd hours while IVRS is available 24X7. In case any emergency arises before customer he can have faith to get it resolved at any hour. Emergency can be of any nature - theft or loss of ATM / Debit /Credit/ ForexPlus / GiftPlus Card, mishandling in account etc. Moreover, these types of circumstances can arise at any point of time. If it occur at late night than customer may fear unfair withdrawal from his account with the use of his cards or other details by someone. Considering this bank can loose its credibility and trust. Deploying IVRS can give banks a breath of peace as it can receive call at any point of time and checking customer details and account information it immediately blocks further transaction on customer account

Complains

Customer can file problems and grievances they face with the trust that they will be resolved and more to say will be reverted ASAP. If customer receives an unsatisfactory response from any of bank personnel or channels, and would like to escalate the matter to Senior Management than they may file complaint here. Banks may create option in Interactive Voice Response system (IVRS/IVR system) that records the customers complain and automatically transfer it to the senior person concerned. Once the complain reaches the correct department it is reverted immediately with the best possible solution.