| Services | Stock Brokerage | Inbound IVR for Portfolio Check | ||||
|---|---|---|---|---|---|
Advantages : |
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| Problem | Solution | Impact | |||
| A brokerage house call center had 30% of enquiries related to the client’s portfolio, taking almost 1/3 of call center capacity. | The brokerage house set up an incoming IVR with access to client portfolio where clients would be identified by caller-id. SMS broadcast was used to inform clients of the IVR number with access to their portfolio. | It dramatically reduced the customer queries and gave a professional image to the brokerage house. Also, customers could access their portfolio 24/7. | |||