"Now with 79 per cent of the customers calls terminating on the IVR (automatic voice response), call load of agents at our call centres has reduced significantly. This has reduced cost and increased productivity," HDFC Bank's IT head C N Ram said.
The Chennai-based contact solution provider Servion has been providing contact optimisation solutions to HDFC Bank's 13 call centres in the country for the last six years.
Ram said the bank has awarded the fresh contact worth Rs 6.2 crore to Servion to upgrade the existing technology the bank deploys at its call centres.
"Servion has devised a generic model called contact optimisation model that helps map customer contact and suggest ways and means of optimising and enhancing the same," Servion CEO K Balakrishnan said.
Servion is providing contact centre solutions in alliance with big players like Infosys to over 300 customers worldwide.
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