Express Computer: Penguin Power at UTI Bank Mar 13, 2005, 13 :00 UTC (1 Talkback[s]) (8125 reads) (Other stories by Venkatesh Ganesh)
"As an account holder calling up your bank’s customer service number, you must have experienced the frustration of being kept on hold listening to jingles. Although most private banks have call centre agents, the time taken by an agent to close a call has an impact on the number of calls that a bank can handle at any given point of time. This in turn depends on how fast an agent is at retrieving data from a customer database for answering a call. Typically, the moment a customer calls a bank, the unique number given by the customer (a telephone personal identification number or account number) is used by the IVR (interactive voice response) application to pull data from the bank’s database and push it to the agent’s desktop. The agent, now equipped with the requisite data, is better prepared to handle the call and close the transaction faster..."
