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News : Axis Bank Sees Productivity Increase in Work from Home

#contactcenterworld, @axisbank

Mumbai, India, Aug, 2020 -- Private sector lender Axis Bank, which initiated work from home facilities for its call centre employees during the lockdown, could continue with some of these changes even post the Covid-19 pandemic.

"Some of these changes are permanent, and (we) may continue with work from home even post Covid. On the operations side, our endeavour would be to allow about 60 per cent of the total workforce to continue working from home," said Ratan Kesh, EVP and Head – Process Transformation and Customer Experience, Axis Bank.

Realising that customers would continue to require call centre assistance for banking services and frauds, disputes or failed transactions, Axis Bank had initiated work from home for its executives at the start of the lockdown.

"About 3,500 people are working from home in Operations, of which 1,700 take customer calls. Even during the lockdown, critical activities have been kept running by working from home," Kesh told BusinessLine, adding that it now gets 80 per cent of the earlier peak, and employees have been able to handle the calls from home.

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The bank identified and classified the services in three segments – emergency, premium and non-critical services, to structure the teams and their respective roles, and gave handsets, laptops and desktops to employees to work from home.

Kesh said that this has also improved the productivity of employees. "We are convinced about this that some of these changes are very good changes. Productivity of employees has gone up," he said, adding that travel time in cities like Mumbai, Bengaluru and Hyderabad where the bank’s operating and call centres are located, can be anywhere between two to three hours.

"Now, people are willing to devote a part of the time to office activity," he said.

The bank had, last month, also unveiled Automated Voice Assistant ‘AXAA’, which is an Artificial Intelligence-powered conversational voice BOT. It can converse in English, Hindi and Hinglish and is capable of handling one lakh customer queries and requests per day.

#contactcenterworld, @axisbank

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thehindubusinessline.com


About AXIS BANK LTD:
Company LogoAXIS BANK LTD is one of the Leading Banks in Banking industry in India with over 3500 branches and a pioneer in tech incubation for seamless customer delivery
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Today's Tip of the Day - Train In Sensitivity

Read today's tip or listen to it on podcast.

Published: Tuesday, September 1, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 

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