Improved Service Request Accuracy For One Of The Top MFS Client Of The Country
One of the largest Mobile Financial Service providers in Bangladesh. It started its journey with demanding services like Cash-In, Cash-Out, Send Money and Mobile Recharge. More popular services like Bills Payment, E-commerce Payment gateway are now available. From the very beginning, it has its own Mobile App for Customers and Partners. It also introduced revolutionary Customer on-boarding feature- DKYC (Digital KYC) blending Bangla OCR, automated Identity verification and localized data that has minimized overall customer acquisition & life cycle time to one/tenth of market practice as well focusing on Paper-less environment.
To ensure service excellence and best class customer service, Service Request accuracy is very important. But SR accuracy was in very poor state. In order to improve the accuracy, we from Contact Center initiated a project targeting the improvement of SR accuracy.