The bank has observed that the common customer complaints relate to issues such as (i) unable to process, (ii) cash not dispensed, (iii) account debited but payment not received to the merchant (POS / eCommerce), (iv) wrong PIN entered etc. These problems typically involve multiple intermediaries such as acquirer bank POS mechanism, merchant location connectivity, GPRS signal, issuer card mechanism, switching platform and its related network arrangements, OTP generation mechanism, SMSE alert distribution platform, etc. If any of the intermediaries has any issue, the transaction will not happen. Customer can complain only with the issuer bank.
In order to curtail and tackle such complaints, the bank has established IVR based customer complaint / grievance redressal solution which is hosted on the service provider’s cloud setup and the call will directly route to the subject matter expert instead of the call center executive who may not be aware of all the related activities. This leads to the customer satisfaction. Moreover, the bank continuously monitors the network setup, switch mechanism and message alert system to ensure highest uptime so as to render efficient service to the customer.