- Ensure all customer service representatives are adequately equipped to handle all customer queries end to end.
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- Provide adequate support to setup regional cards center.
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- Ensure that the prompt call rate and lost call rate targets set by the bank is achieved consistently at the region.
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- Ensure optimum utilization of the resources and ensure capacitisation to manage call volumes during peak hours.
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- Monitor the quality of responses on call by constant supervision of the customer service representatives and provide timely feedback to them.
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- Ensure that the calls are handled with accuracy and are complete and courteous.
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- Minimize repeat customer queries by effective resolution at first contact
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- Provide timely feedback to Management on customer feedback to ensure good service quality.
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- Effective handling of customer complaints escalated by the customer service representatives.
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- Ensure accurate compilation of MIS of the call center.
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- Monitor work practices to provide a more effective & efficient service.
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- Recommend innovations in the process flow for continuous improvement
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