Improved Service Request Accuracy For One Of The Top MFS Client Of The Country

Industry:

Fintech

Client Brief:

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.

The Challenges:

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.

Result:

The Solution:

• Identified the categories wherein the most numbers of tickets were created
• Arrange training for the bunch for whom overall accuracy got impacted.
• Mock calls, quizzes and role plays on top scenarios were built in the training module of new joiners
• SR Certification was introduced for new joiners
• TMT (Transaction Monitoring Tool) is used for case auditing
• Implement SR audit and reports being published on hourly, daily, weekly, and monthly basis to track the performance

Benefits:

SR accuracy got increased by approx. 18% over a period of 3 month

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