Customers’ Control

Customer Service
Automated & Real-time

Information Systems

Highly Satisfied

Satisfied

Neutral

Dissatisfied

Highly Dissatisfied
Clear Ey e C
ontac t
 3-fold Benefits
• CSR Alertness
– Makes sure that the CSRs are giving their
best efforts to each & every customer
• Customer Motivation
– Customers know they are important to WARID
and each of their opinion is counted.
– Automatically upgrades customers’
satisfaction level
• Market Promotion
– Customers happily share the concept with
their friends
– Customer reference is much stronger than big
budget campaigns
• Market Promotion
– Concept could be highlighted in the
billboards/ads to draw potential customers’
attention
– Competitors cannot copy the concept

The o
n
contr ly compa
olled n
direc y
tly
by yo
u!!!
 Implementation

1 2 3
CSR requests customer to press Customer presses The number recorded
the number representing his/her his satisfaction directly to the central
satisfaction level at the end of level button and CRM for future
interaction leaves reference
 Implementation
• Could be implemented for Contact
Centers also The number recorded
directly to the central
CRM for future
reference

1 4
Customer and Contact
Center CSR interact on
customer’s problem

3
Customer presses
2 his satisfaction
level number and
CSR requests customer to press drops the call
the number representing his/her
satisfaction level immediately
before dropping the call
 Satisfaction
Button Panel

Employee Directory Q-Matic TABS

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Customer
Satisfaction
Database
 Placement
• Each Business Center CSR
• Each Sales (Business Center) CSR
• Each Finance (Business Center) CSR
• Each Business Center Manager/
Supervisor
 Device Counts
• Total BC CSR: 50 units
• Total Sales CSR: 19 units
• Total Finance CSR: 11 units
• Total BCM/Sup: 11 units
---------------
91 units
 Cost Estimations/Unit
Total Price
Total
Unit (@
Item Qty Price
Price 1US$=Tk.
(US$)
75)
X-keys® USB Switch Interface (12 Ports) $ 99.95 1 $ 99.95 Tk. 7,496.25
Buddy Button $ 44.00 5 $ 220.00 Tk. 16,500.00
Panel (Local Made - Approx. cost) $ 10.00 1 $ 10.00 Tk. 750.00

$ 329.95 Tk. 24,746.25

Spares (2:1 - Approx. cost) $ 164.98 1 $ 164.98 Tk. 12,373.13

$ 494.93 Tk. 37,119.38

Import cost (Freight, Duties etc. - Approx. cost) $ 247.46 1 $ 247.46 Tk. 18,559.69

$ 742.39 Tk. 55,679.06