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Globe Telecom, Inc.
Globe Telecom expands IVRS
As Globe Telecom, the country's leading telecommunication company, achieves three million subscribers during the first half of the year, calls that come in to its 24-hour Call-in-Service is also increasing. Therefore, an expansion is needed to accommodate the increasing number of calls to accommodate its growing subscriber base.
The carrier has been offering excellent customer service since it implemented an Interactive Voice Response System for its 24-hour Call-in-Service. This service has gained huge acceptance and popularity among subscribers, both prepaid and postpaid.
IVRS Expansion
The old IVRS is a Periphonics VPS-is7500, which is an analog system and is equipped to handle 120 calls simultaneously. Because of the large volume of calls, Globe has bought another IVRS to handle additional 120 calls. The new digital system is the Periphonics VPS-is9500.
A major revision in the application is the integration of Islacom Customer Service into Globe's 24-Hour Call-in-Service. The main menu now consists of Islacom transactions and Globe transactions.
With the newly expanded IVRS application, transfer to a customer service representative is now skills-based. The IVRS is interfaced to a Nortel Networks Symposium Call Center Server that provides intelligent-routing of calls based on agent skills. There are skill sets for Handyphone concerns, for Globelines concerns, or for report of lost phone.
There were also modifications in the call flow. Such is the customer account validation through Easy Access Code. Before, when a post paid subscriber is going to access his account, the IVR asks for the Easy Access Code. With the new call flow, the IVR only asks the Easy Access Code when a caller requests for a copy of bill.
The new equipment is currently installed in the PABX room located at the Globe Telecom Plaza. This is also the new location of the Call Center where Globe Telecom's Customer Service Representatives are housed.
The VPS-is9500 was launched last April 22,2001, alongside the modified application with skills-based transfer. Islacom's integration to the Call-in-Service was launched last July 1,2001.
Excellent service
"With Globe's IVRS, subscribers are experiencing excellent customer service that exceeds their needs and expectations. This is same quality of service that Globe gets from Fujitsu Philippines, Inc. through its networking and communications subsidiary, WeSolv," said Iole R. Ocampo, Globe's System Development Director.
