IVR for HR Helpline | Case Study

Process:

Step-1 When a caller would call to the helpline system then he/she would be greeted with a welcome message and allowed to choose the desired language. On selection of a particular language the entire call flow would be displayed to the caller in the same language.

Step-2 Afterwards the caller would be allowed the choose the following option as "Dial 1 for information services, dial 2 for registration services, dial 3 for member coun seling,dial 4 for grievance handling, dial 5 for performance guidelines".

Step-3 If caller would choose the 1st option as "Dial 1 for information services" then he/she would be allowed to choose the following option as "Press 1 for A Information Services, Press 2 for B Information Services, Press 3 for C Services". On selection of desired option IVR system would play the respective information. Afterwards the caller would be allowed to choose the option as "If you Are satisfied with the provided information then press 1 else press 2 to talk to counselor". If caller would choose the 1st option then call would be hang-up and if caller would choose the 2nd option then call would be connected to the counselor.

Step-4 If caller would choose the 2nd option as "dial 2 for registration services". Then the caller would be allowed to enter the numeric code and mobile number. Afterwards on valid inputs the caller would be registered and a registration number would be played to them.

Step-5 If caller would choose the 3rd option as "dial 3 for member counseling" then he/she would be allowed to choose further options as "Press 1 for A-Related Counseling, Press 2 for B-Related Counseling, Press3 for C-related Counseling, Press 4 to check the status of your query". On selection of desired option the respective information would be played to them. Further caller would be allowed to choose one options as "if you Are Satisfied with the provided information then press 1 Else Press 2 to talk to Counselor". If caller would choose the 1st option the call would be hanged-up and if caller would choose the 2nd option them caller would be allowed to record their query and respectively the token number would be given to the caller for the same. If caller would choose the 4th option to check the status of the query then he/she would be allowed to enter their token number and respectively the status would be confirmed to them.

Step-6 If caller would choose the 4th option as "Dial 4 for grievance" then he/she would be allowed to choose the further options as " Press 1 for A-Related Grievance, Press 2 for B-Related Grievance, Press 3 for C-related Grievance, Press 4 to check the status of your Complaint.

On selection of desired option as 1st, 2nd and 3rd the respective grievance information would be played to the caller. Further caller would be allowed to choose one options as "if you Are Satisfied with the provided information then press 1 Else Press 2 to talk to Counselor". If caller would choose the 1st option the call would be hanged-up and if caller would choose the 2nd option them caller would be allowed to record their complaint and respectively the complaint number would be given to the caller for the same. If caller would choose the 4th option to check the status of the complaint then he/she would be allowed to enter their complaint number and respectively the complaint status would be played to them.

Step-7 If caller would choose the 5th option for performance Guidelines then IVR helpline system would play the respective information.

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We have an installation set up of Aria PRI logger...As the device is used for Telephone Recording and successfully Aria Support Team has installed it very well. They provided proper training on this with proper assistance. Support Team Head Ms. Yogita Chabhra has successfully installed the system and its absolutely working fine without any hindrance... Sumit Nigam CP Branch Monarch

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Rahul Kumar - Customer

I am using Voice Logger since 3 years in 5 different locations. Product is really good and the service they provide is on time.

Adarsh Verma - Customer

Yes it has been installed completely and operational now. I am really thankful to you and your competent technical team who help to complete this job done successfully. Appreciated.

Marian D'Souza - Customer

I am glad to share my feedback with you and convey to all concerned as well. I would like to appreciate Mr. Navdeep Chauhan and Aria Telecom as i contacted him and shared my issue he explained and well managed and make me understand about the process and further knowledge too . It is new experience for me and want to thank you from core of my heart for him ( Mr. Navdeep Chauhan) As per my experience he is very active on his work and full of experience and way to explain "Mentor". I have 15 years of experience in BPO and met many minds and experiences . He is one of diamond !! "Good Luck !! Thank you for coaching me you are a True Mentor "`

Ashwani Thakur IT Manager - Customer

Dear Team, I would like to inform that we always have received support & provide satisfaction resolution on highlighted concern from support team... Thanks All.

P S Team Leader - Customer

I would like to appreciate the level of customer service provided to be by Aria Support Team. After a call our issue has been resolved immediately. Really amazing customer service for the dialer!" Thanx for the best support.

Rajkumar Kumar IT Manager - Customer

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Ajay Ganguly Sr Executive - Customer

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