IT ENABLED SERVICES

Case 1 - A Leading Indian Call Center

Case 1:

Customer: A leading Indian Call Centre
Technology: GIS/ Location-based Intelligence

The Customer

A leading Call Centre in India that services financial institutions in the United States

The Challenge

A large number of the customer's end client availed of the call center service to inquire about an ATM location in their area. For this activity, a non-spatial solution was used to locate the ATM in a particular street, zip, city or area. For example, if a customer called the call center agent to inquire about the nearest ATM location using his zip code as the prerequisite, the existing system gave him information of four ATMs in the entire area covered by the requested zip code. This information was not precise for the caller. The customer was able to answer 600 location-based information calls per month. It now wanted a more productive system, which could increase the agent's productivity, enhance caller satisfaction and overcome technical issues.

The Solution

Tata Infotech proposed a GIS-based ATM locator system. The solution would help the call center agent to service customers more efficiently and quickly. The customer would have to provide the call center agent with his location address. The ATM locator system would search for the address in the mapped data and the closest four ATM locations would be displayed in tabular and graphic format. The system has the provision to add the addresses of the ATM premises. This address is verified with the mapped data of the system by a geocoding process. Once the exact match is found for the given address, the system adds a new location in the mapped data and the Oracle database.

The system also contains premise information such as timings, cash availability etc. The application used Oracle 8 on a Windows NT platform, alongside MapX, DriveX, and GeoCoder.

The Benefits

• 500+ calls per day. This increased the agent's productivity.
   
• Provide the customer / caller with accurate ATM locations, including driving directions.
   
• Increased customer satisfaction.
   
• The ATM / POS location requests can be utilized for business analysis and client relationship management.
  

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