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Overview
VanceInfo's Financial Customer Service Center Solution is based on sophisticated VanceInfo Michelle Call Center software, which is designed to enable enterprises to manage customer needs and improve various activities, such as marketing, sales and customer service through multiple channels, including voice, fax, website and e-mail. Using this solution, the customer service center can be quickly deployed to allow trained personnel to handle calls immediately. Customer calls can be answered by an automated voice response system, or transferred to the most appropriate operational personnel. The solution is designed to greatly enhance customer satisfaction by improving the efficiency of processing customer requests.
Solution Offering
- Channels: voice, SMS, fax, e-mail, etc.
- Credit Card Customer Service Support
- Customer information, payment inquiries, credit inquiries, billing inquiries, report a loss/de-link/open card/reset card, data modification, gift integration, cost adjustments, write-offs, credit margin adjustment, sub-payments, prepayment, renewals, early/late updates, resend bill
- Credit Card Customer Service Operations Support
- Personnel management
- Performance evaluation
- Payroll
- Quality control
- Monitoring and reporting
- Cross-platform support
- Support PBX/CTI, IPCC, NGCC
- Supports major operating systems
- Web-based software development environment
- Support a variety of deployment architectures
- Single center, double-center
- Information Security
- Operations and access control
- Secure banking transactions gateway interface
- IVR Password Authentication
Solution Benefits
- SOA-based architecture, developed with component technology and modeling approach
- Integrated with complex business systems by using web services technology
- Integrated with predictive dialing technology, marketing management, CATI, business intelligence and other advanced technologies
- Provide training services--such as customer service skills and telephone sales skills
Customer Value
To provide a channel that allows end-users to access our client’s services anytime, anywhere, through the automated voice system (IVR) and labor services. This enables customers to quickly and easily access required services, reduce investment in labor and overhead, and maintain high customer satisfaction levels.
- Increase client’s strength over the industry and establish fresh market image. Customer Service Centers can increase the number of users, improves satisfaction, increase loyalty, and identify potential customers and business opportunities--ultimately bringing an enterprise high returns
- Gather data to improve the products or design new products while gathering user data to provide personalized service
- Provide 24/7 service to reduce service costs and improve operational efficiency. Orders, requests, or proposals that come through the front office system can be immediately transferred to appropriate personnel for processing, greatly reducing time and cost of manual processing
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