Lot of customers call up the contact center to get information about the real time equity rates, holding information, DP balance, etc. Since the number of utilities listed on Bombay Stock Exchange (BSE) and National Stock Exchange (NSE) are more than 4650 and 1700 respectively, it is not viable to offer the real time rates using DTMF. Also using contact center agents to answer such calls increases the cost per call and reduces efficiency, especially during the trading hours. Moreover, as the customers mature they expect the contact center to offer certain services after the trading hours.
Avaya can resolve the same using a good combination of speech and DTMF. Some of the services that can be moved on to self service are:
Biometric identification is more accurate as compared to a user ID and password as it
- Real time equity announcement for all equities on BSE and NSE
- Announcement of 52-week high and low for all equities
- Announcement of holding information for the customer and instructions for email/FAX statement
- Enabling the customer to check his ledger balance and provide instruction for an email/FAX statement
- Enabling the customer to check his DP rates
- Information on current initial public offering (IPO) and new fund offer (NFO)
