A large number of queries serviced by telcos are non-transactional in nature. These include queries related to bill summary, balance enquiry, talk-time related queries, etc. Though telcos have predefined options in the IVR (Integrated Voice Response), not all customers are comfortable interacting with the IVR option and prefer speaking with a representative. Hence, telcos are increasingly looking at equipping customers with self-care options.
2. The cost of servicing customer queries over phone is an expensive proposition
given the call-centre infrastructure set-up cost and operational costs involved
3. Customers look for quick, efficient, and effective solutions to their queries. A
large number of queries serviced by telcos are non-transactional in nature.
4. Not all customers are comfortable interacting with the IVR
option and prefer speaking with a representative.
Hence, telcos are increasingly looking at equipping
customers with self-care options.
5. Apps can be designed in an intuitive manner to deliver a
gamut of customer care services including:
A Faster Response Time
14. Moving forward, mobile self-service app will become
customers’ window into the telecommunication sector.
15. About ICFAI Flexible Learning Programs
ICFAI Flexible Learning Programs are designed primarily for Working Professionals to pursue their
management program while they continue to work. These programs provide them with the Skills, Knowledge
and Strategic Perspectives required for them to succeed at their workplace and promote their career
progression.
The programs range from Modular >> Certificate >> PG Diploma >> MBA in the functional areas of Finance,
Marketing, Operations, HR etc. and covers the industry sectors like IT/ITES, Health Care, Pharma, Telecom,
Banking, Financial Services and Insurance, etc.
Features - Flexible Learning Programs:
✓ Convenient and Flexible Mode of Learning
✓ Innovative learning methodology backed by Contemporary Curriculum
✓ Quality Courseware along with new-age learning aids as part of the Hub & Spoke Learning Model
✓ Online Counseling Classes
✓ Web support for the students
✓ Easy fee payment patterns including EMIs
✓ Examination thru Computer Based Testing (CBT) pattern – conducted 4 times in a year, giving flexibility to
the working-class in choosing the schedules
