Conducting IVR report in Banglalink to measure customer’s engagement towards this operator

Abstract

Banglalink Digital Communication Limited, one of the popular and third largest cellular service provider in Bangladesh which has its own IVR system that plays an important role to measure various aspects of customer’s journey and experience towards this operator. Apart from call rates and recharges, Banglalink uses their daily IVR report to identify if their customers are engaging sufficiently with their network. In this report, I have tried to show how Banglalink’s IVR system is operated by the strategic team of Customer Care Department. Moreover, I have tried to give an elaborated idea of making and analyzing IVR report. In addition to that, I have mentioned some observations based on the tasks that I was assigned to do. Based on the observations I have stated some constraints and possible course of improvement depending on my practical experience for the past three months. The report has delivered the information about how effectively IVR performs to measure customers need by the Strategic Team of Customer Care Department. This department efficiently handles all the issues related IVR system with the assistance of IT team. The work process of each and every part is explained in details. Based on the observations, at the end of the report, I have incorporated some recommendations in response to the trend of customer’s engagement rate of Banglalink.