NBFC (anonymised)
Service IVR redesign for an NBFC helpdesk
An NBFC helpdesk had deep IVR trees and mixed promotional calling with service lines. We flattened inbound IVR and separated outreach list processing.
Challenge
Customers mashed zero. Agents asked for the same account details already keyed. Promotional calling complaints landed on the service number.
Approach
Inbound information architecture, CRM data dip where permitted, cloud queue analytics, and DND scrubbing on outreach lists.
How to read this
This is an anonymised operating story, not a promise that your funnel will behave the same way. Names and metrics stay unpublished until the client authorises them.
Reported results
- [Verified stat pending] — misroute rate
- [Verified stat pending] — average time to agent
- [Verified stat pending] — complaint tags related to promotional calling
Ready to talk about calling, WhatsApp, or ads?
Share the channels, monthly volume, and whether traffic is promotional or transactional. Pricing is quoted — we do not publish a fake package grid.