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Self-service is important in many industries
- from your local ATM machine to online banking - people often prefer
to find a solution or complete a task without assistance. However
there are always customer calls, issues and queries for which banks
have help desks and call centers. Service level of modern day banks
is much dependant on the accuracy and timely availability of information
– both to the customers and the banks.
To improve the customer experience and to help
add the efficiency of the call center of the banks, TPS has an integrated,
knowledge-powered customer service solution that manages customer
requests and queries by delivering relevant information to the bank’s
call center agents. With HDA, the call center agent can address
most of the queries of the customers, resulting in a better service
to the customers and reducing the load on the operations department
of the bank. |
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| Solution |
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Features |
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Help Desk Agent is an integrated,
web based, customer service solution that easily integrates
with the existing systems such as Phoenix, ACCeSS and
InSight along with any Call Center / IVR application
to provide the help desk agents with the customer and
card information(Debit card, Internet banking account,
etc.) on one window, in a well structured manner. This
unique feature saves the hassle of going through different
systems in order to answer to customer calls and queries.
HDA provides an intuitive and intrinsic
searching mechanism for searching customer information
such as transaction, branch, account & card information,
transaction records and card delivery channel statuses
etc.
Besides updating and viewing the customer
and card information, HDA offers a unique and innovative
way to maintain customer call history and list of actions
performed by the help desk. This feature helps the call
centre staff to view action history or note customer
complaints, maintenance requests and other information
during and after handling the customer call. And also
helps to view, modify and review the history at different
levels of customer support till a reported call is marked
as resolved.
With HDA’s unique information
views, graphical and user friendly interface, on-the-fly
configuration and access to real-time data from existing
applications, HDA customers are predicted to attribute
over a 70% gain in efficiency and over a considerable
cost cutting in help desk operations. |
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- Flexible Customer Search based on various parameters
- A complete 360 degree information on Debit Cards
- Presentment of comprehensive Account Information
with detail of Account Linking on each Card
- Detailed Transaction History of Cards and Accounts
with intelligent search options
- Channel Information and Services
- Smart ATM locators with ATM status details
- Branch search options with detail information
- Comprehensive Call Center Agent Management and
Audit Report
- Customer Complaint Memo with action history
- Ready-to-Deploy and Easy-to-Manage Administration
Back-office
- Seamless Integration with other relevant systems
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