Augmenting the Customer Care Service Applications—A Survey Based Realistic Approach

Customer service is extremely important for the organization to grow and outshine. Many organizations have calibrated their product over the years based on the customer feedback. But the question arises, Are the customer service call handled properly by an organization? Answer remains hypothetical with mixed opinions. There are timings where organizations are flooded with huge number of calls, having customer held for a longer duration and leads to a bad customer service. In this paper, model have been proposed after research, surveyed and simulated to enhance the handling of modern customer service calls. As part of the research, Survey was carried out and 100s of people have taken part in it. The result of the survey amplifies the proposed model. The survey expresses, how important the proposed ideas are for an organization. Among organizations the popular methods of handling call based service are ACD (Automatic Call Distributor), IVR (Interactive Voice Response), FIFO (First In First Out) or combination of these methods. The proposed model is the enhanced method of existing popular methods. Proposed method has been designed, coded, simulated and discussed here. Implementing these ideas would be a pathbreaker for an organization and the customers would be happy with the customer service calls alike survey results.