Dr. Lakshmi Mohan
Impetus for the Project - The High Phone Bill
We pay for in-coming Customer Calls.
Calls were taking too long to handle.
Analysis showed that Customers were not to blame.
Calls simply were NOT getting to the right place soon.
Caller with a lost card or fraud problem ended up reaching an ordinary Rep. People who just wanted to know their balance stayed on hold to talk to a live Rep.
People unhappy with their interest rate called the “lost card” number on the back of their card and had to be transferred to customer service.
All that time – to take a call, to bridge the call to the right person – that annoys the customer, we are paying for the call. You wait for an agent, you wait for a transfer, you wait again for an agent.”
Even one extra second per call adds up to real money with over a million calls a week.