Servion Global Solutions Limited has bagged Rs. 6.2-crore order from HDFC Bank for upgradation of its Contact Centre Solutions. Servion also unveiled the Contact Optimisation Model to map customer contact.
C N Ram, Head-IT, HDFC Bank, said, "Now with 79 per cent customers calls terminating on the IVR, call load of agents at our call centre has reduced significantly. This has not only reduced cost and increased productivity, it has also made agents available for more critical functions." He added, "Servion has been HDFC's vendor of choice for contact centre products and solutions for the last six years, successfully deploying world-class technology solutions for the bank."
Commenting on the new model, K Balakrishnan, MD and CEO, Servion Global Solutions, said, "Owing to a decade of experience in the customer interaction domain and with more than 300 customers across the globe, Servion has devised a generic model called the Contact Optimisation model that helps map customer contact and suggest ways and means of optimising and enhancing it." HDFC Bank was among the first few private sector banks to have introduced technology as the key differentiator to service customers. Starting with phone banking solutions for customers, HDFC Bank services its customers from 13 contact centres spread across India.