Detailed Analysis on Customer Care IVR of Vodafone (Infographic)

Last time i covered detailed analysis on Airtel Customer Care IVR  and now it’s time for Vodafone.As already discussed the primary objective of an IVR is to provide information about products and services while navigating across various legs and to comfort users with updated and required information via a toll free number without the need for agent assistance.Lets see what Vodafone has packed in it’s IVR system for its users from this infographic.

VF IVR FINAL 1

Vodafone IVR 2

Vodafone IVR 3

Every leg of Vodafone IVR is designed in such a way that it repeats itself 3 times until an input is received from the user while also giving options to navigate back to previous and main menu across all the legs present in the IVR. Agent assistance is also connected at all the places where required and before connecting to a CC executive you will hear an announcement that you will be charged 50p/3min and upon users confirmation you will be connected to an executive for assistance.

Dear readers, do you think Vodafone IVR is complete with all the required information a user needs or you find anything missing? Does it compete with Airtel IVR system? Let us know via comments.

*I have tried my best to come up with a detailed flowchart on how in general a Vodafone prepaid customer care IVR looks like.This may differ from circle to circle and with different profile customers.My main intention is to bring an overview on how a Vodafone customer can generally flow through the IVR, get information and directly speak to 111 executive if required.

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  • raju December 14, 2013 6:58 pm

    Good work sri..but I think this activity will become bore if you do this for every operator wasting so much time.

    I want TT to concentrate on other activities like educating the customer about complaints etc.What to do when CC/198 & appellate authority doesn’t respond? how to complain in pgportal? If move to consumer court, what will be the evidences needed? I heard TRAI will set some common number for complaints against all operators.

  • Abhishek Nair December 14, 2013 12:35 pm

    Thanks for compiling this. Really appreciate it.

  • Kannan December 14, 2013 12:29 am

    Really Vodafone services are pleasing as of my knowledge.
    I have been using almost all networks in this 11 years.
    amongst all, Vodafone customer care executives are fully equipped with knowledge.
    Not only with their network, even with our handsets.
    Apart from their ivr, their outlet services are also cool and handling problems relaxingly.
    Airtel is really not bothered about their customer grievances.
    If we say that we are going to other network out of frustration,
    Without any hesitation they’ll say okay, and they’ll tell the procedure too. Not ready to calm down their valuable customers. But, this was not the airtel in the beginning. After getting the award for their best service among the private operators, they have thought something they are the one and only network in the world.
    Airtel network will never disconnect when it changes tower to tower. But, now, Its braking or disconnecting the active call.

  • Rishab December 13, 2013 11:51 pm

    Superb analysis! Really appreciate it. Vodafone and others should have the option of talking to the CC executive directly in the main menu itself! Why have merry go round if the issue comes under non of the available or others category? But Vodafone tedha company hai, so it will act tedha in everything.

    • Kannan December 14, 2013 12:34 am

      IVR made for the purpose to reduce the man power in customer service. That’s why Direct talking is not allowed in the first round itself in all networks.

  • Arun December 13, 2013 2:33 pm

    Good job buddy. Appreciate it (y)

  • spiderman December 13, 2013 12:10 pm

    Is it Legal to record calls in India ??

    • rahul December 14, 2013 12:15 am

      Have you never heard while calling cc “Your call can be recorded for training purpose?” If companies can do…why not the customer?

      • spiderman December 14, 2013 6:31 pm

        While recording call with IDEA CC, once Executive told me to turn off the recorder and argued on this to me (He heard the Beep while recording).

  • raju December 13, 2013 10:53 am

    Use FB & twitter.Aircel & vodafone social media team are very good.You will get call back within 4 hrs.While airtel & idea teams are bad…not bad…pretty bad.Idea appellate authority is useless.No need to talk about its cc.Docomo’s online cc chat is also useless.

    Whatever u do, you shud have a proof of complaint.
    be it an email/ call recording / twitter/fb post

  • SS December 13, 2013 10:53 am

    36 hours of work and awesome analysis is here. Good job.

    Vodafone has fairly good cc like that of airtel. Wait times are less and sometimes it gets connected instantly. I even called vodafone delhi cc 9811098110 from a docomo number roaming on vodafone’s delhi network and it got connected at 0 balance too.

  • Deepak Sharma December 13, 2013 10:34 am

    heyy vodafone is very veey good as compared to other operators they are caring for there customer by not deducting money fakely like reliance is looting a poor common men.
    And vodafone provides great network every were in india but it had become very costly from 1year.

  • prithvi December 13, 2013 10:22 am

    Fantastic work! appreciated Sri

  • Prithvi December 13, 2013 9:55 am

    Neat work guys. Can we have a pie chart showing the problems with the rendering of various services by Vodafone?

  • Tharun George December 13, 2013 7:29 am

    Well done. Great work.

  • Meti December 13, 2013 2:39 am

    I’m in Bangalore circle. I have both prepaid and postpaid. I don’t use 111 at all. Instead I’ll call their toll free number if I have any issues, be it pre or post. It’s very simple.
    Call 1800-1234567 > Select language 1-Kannada, 2.English, 3.Hindi > Select 9. Bam!! You are speaking to CC executive(s).
    If that doesn’t work (for whatever reasons), just drop a Tweet to them on Twitter (@VodafoneIN), they’ll call you back in 24hrs, be it pre or postpaid.

    • pavan December 13, 2013 9:27 am

      I agree with you to the former point. But the latter point i don’t. Its not necessary that one needs to have a twitter or any social media handle to have their assistance or what so ever it may be.

      Anyways Srik… good work as always :)