Wonderful & Lands Department
With urban development and growing public interest on Government Rent issues, the number of inquiry calls received daily by the Lands Department has been steadily increasing. Citizens need information on latest rent bills, rent calculation, payment methods, and progress tracking. However, prolonged waiting times for real person answering by staff during the peak periods, have placed significant pressure on the department’s resource allocation and service efficiency. To enhance the service experience and optimize resource distribution. In order to address this bottleneck issue, we offered our IVRS.
To address the needs of the Lands Department, we provided our SuperReception (IVRS) integrated with automated features. This system helps enhance service efficiency, streamline inquiry handling, and optimize the service experience for citizens.
Automated Responses: The system can automatically respond to citizens’ inquiries about common issues, such as overdue land rent, payment due date, and methods, significantly reducing the processing time for simple questions.
Data Query and Modification:
The system supports land rent data inquiries and allows for updates to landlords’ contact information, enabling citizens to address their specific needs quickly and efficiently.
Voice Navigation: The voice navigation feature categorizes citizens’ inquiries and directs them to the most appropriate customer service representative or automated response system, reducing waiting times.
Staff Training: We provided the Lands Department a detailed guideline with step-by-step instructions.
Requirements Analysis: We conducted in-depth discussions with the Lands Department to understand their main inquiry types, user needs, and workflow.
System Implementation: Based on the Lands Department’s requirements, we developed functional modules, including automated responses, voice navigation, and data query features.