Xtend IVR

Cheque Book Request

A person who has an account - whether it is savings, current or any other - in a bank will naturally expect excellent services from their bank. They will compare the services provided with those that of other banks. It doesn't mean that a bank having a big list of value-added services would have the maximum number of customers. The customers will consider many other factors also like time, hospitality, consistency, punctuality etc. For example, if a bank having a big list of value-added services is not serving on time, then what is the use of having an account there.

In the present scenario, to request for and get a new cheque book, the customers have got only two options. Either walk down to the bank to request for a new cheque book and collect it or use Internet banking facility, if available, to send a request through e-mail for the cheque book and ask the bank to courier it.

In this speed age, walking down to the bank to request for the cheque book and collecting it is a time consuming task. There is another main drawback for this option - it can be done only during the banking hours.

Then they have to go for the other option - Internet banking. For this, they need computers, Internet connectivity and sufficient working knowledge. All customers need not have this infrastructure. Even if anybody has, they have to sit in front of the system to get the information.

IVR system developed by Xtend Technologies Pvt. Ltd. can easily handle the Tele-banking enquiries, which will help the banks streamline their staffs to more manual-intensive jobs thus enhancing productivity and reducing paper environments.

Role of an IVR System

Implementation of an interactive voice response (IVR) system to automate the provision of the cheque book request enquiry can easily replace the labour-intensive manual activities of the banks. The new system can streamline and standardise the process at a substantial cost savings. This like a normal telephone enquiry system facilitates enquiries in the form of a request for the issue of a new cheque book to the caller.

IVR based automated information systems using ordinary phones are becoming very popular and affordable these days. Instead of relying on word of mouth that is quickly out of date and expensive, automatic phone messaging lets you contact the right point and get the most accurate, reliable and latest information instantly from your seat!

A user-friendly automated service menu offers you convenient access to your account coupled with security as all your transactions are protected by your PIN (Personal Identification Number).

In general, the IVR access mechanisms for Tele-banking are as follows. For deposits, the customer would need to key-in his ATM/Debit card number and its corresponding ATM PIN or the Bank Account Number and the corresponding PIN. For credit cards, the customer would need to key-in his 16-digit card number and its corresponding ATM PIN. For Demat account holders, the customer would need to key-in his 14-digit demat account number and its TPIN. For Bond account holders, the customer would need to key in his bonds holder number only.

In addition, instead of going for the automated service, if you need any assistance on your banking needs, you can speak to any of the friendly customer service officers.

Using an IVR system, a customer can get controlled access to his accounts information and can easily retrieve the latest information on the various Tele-banking services provided by the bank such as cheque book request. When a person dials the number from an ordinary telephone, he is automatically taken into the IVR system because the telephone line is connected directly to it. After the welcome message, the system will first ask the caller to 'press 1' to get their latest account balance status or 'press 2' to get their mini statement on the last five transactions or 'press 3' to go to the 'cheque book request' and so on.

If the caller presses 3 on his phone keypad after the welcome message, he will be directed to the cheque book request module. The caller will then get a voice message to press 1 for Saving Bank Account or press 2 for Current Account, etc. When the caller presses the desired key, he/she will be asked to key-in his/her account number. This part will identify the customer. Now, for authentication, again they will be asked to enter their PIN (Personal Identification Number). Once the customer is authenticated, he/she will be asked to 'press 1' for a cheque book request or 'press 2' to go to other services. When the caller presses 1, his request for a new cheque book will be registered in the bank's database. After processing, the bank will deliver the cheque book at the customer's doorstep. Anytime after opening an account, the customer should register with the bank to avail the Tele-banking services. When the caller exits from the system, he/she will be greeted with a 'thank you, visit again' message.

The main advantage of an IVR based system is that the caller can any time get the latest updated information on the various value-added services of the bank by just keying in the respective numbers on an ordinary telephone. Customising the IVR system can also incorporate provision for many other features like logging of all the incoming calls, report on the list of customers who efficiently use a particular Tele-banking facility, etc. Adding the multi-lingual features can solve linguistic problems.

Phone banking is a convenient way to bank 24 hours a day, 7 days a week subject to system availability and maintenance. With Phone banking you can manage your accounts in a fast, easy and simple manner and what's more, you can do it from the comfort of your home, workplace or anywhere where you have a telephone. There are no fees for using this service so not only can your banking be much easier, with careful planning it can also be fee free.

Cheque Book Request System can now be accomplished quickly, efficiently and cost-effectively using the latest and most modern IVR technology from Xtend Technologies.

Advantages of an IVR System

  • Automatically handle every call from customers.
  • Answer calls on the first ring, 7 days a week, 24 hours a day.
  • Speak to callers in human tone of voice.
  • Optional multi-lingual prompts.
  • Provide accurate and reliable information, up to date.
  • Resources your present personnel for more productive work.
  • Smoothens the status information process.

The Bottom Line

  • Expanded Customer Service Hours
  • Standardised Operational Procedures
  • Improved Customer Service
  • Enhanced Productivity
  • Streamlined Staffing
  • Lower Cost
  • Efficient Information Flow
  • Reduced Staffing Requirements
  • Reduced Paper Environment
  • Improved Customer Satisfaction