Com­plaint Re­dres­sal

Banking Frontiers - - Cooperative -

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.

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