Back to Case studyA BFSI Call Support Service Provider Upgrades from Desk Phones to an Evolved Contact Centre System on TTBS Smartflo
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Based in Navi Mumbai, the company provides voice support solutions on behalf of organisations in the BFSI sector. Besides answering customers’ queries, it also delivers outbound calling services for payment recovery on defaulting loans. The company also runs telemarketing campaigns for credits cards, personal loans, and existing loan top-ups.
The team wanted to innovate its contact centre service using cloud technology. It aimed at making the infrastructure more secure and flexible for usage from any location. After getting an overview of Tata Tele Business Services’ (TTBS’) Smartflo through its webpages and e-brochure, the company leadership contacted TTBS for a product demo.
Smartflo’s anytime-anywhere communication, easily accessible call-detail records, on-demand scalability and security were some aspects that the team particularly liked. The trust in brand Tata and the SLA provided with the solution also induced the company to deploy it more than the other alternatives available in the market.
Business Challenges
The company had been using a basic telephony service to attend calls from its customers but was concerned about the privacy of the discussions. It needed endto-end encryption in each communication.
Another constraint with their existing telephone lines was that it was an onpremise setup. There was no flexibility for attending the call from other locations because of which the small team, handling multiple responsibilities, found it difficult to manage communications with customers.
It became necessary to upgrade to a secure cloud-native hosted telephony architecture that would:
- Enable the team to manage inbound and outbound calls from a single platform with access to information stored in CRM for existing customers
- Allow managers to monitor the calls and record them for quality evaluation and training purpose
- Be easy to scale The company required a plug-and-play contact centre system with reliable uptime and automatic software updates.
TTBS Solution
TTBS configured its cloud communication suite Smartflo for the company, enabling it to manage inbound and outbound calls within a digital contact centre. It provided a single hosted SIP board number for the customers to reach them.
Agents could securely log in to this virtual contact centre from a desktop, laptop, tablet, or mobile phone, through any internet browser or Smartflo’s mobile application. They could receive/dial-out calls using a headset plugged into their device.
The logins were secure with multi-factor authentication, and all communications were end-to-end encrypted. Also, when the agents called customers/leads using their personal mobile phones, their numbers remained masked.
Smartflo’s deployment met the company’s expectations in different ways:
- Our solution architects integrated Smartflo with the organisation’s CRM application to give the team direct access to the customer’s information while receiving calls.
- We customised the IVR for direct routing of incoming calls to the most relevant resources for a quick resolution.
- With the outbound marketing campaign, users had a customisable call disposition list in which they only had to put relevant codes to segregate their leads for further action.
- Using their privileged login accounts, managers could barge into an ongoing call to monitor an agent’s ability at conversing with customers and record it for reference and feedback.
- To scale the service for larger call volumes, the company only needed to contact TTBS for more channels.
We provided the cloud contact centre solution under an end-to-end SLA guaranteeing 99.5% uptime, and the customer’s team could contact us at any time for technical support.
With its dashboard displaying call detail records for both inbound and outbound campaigns, Smartflo offers readyto-use insights to manage contact centres more efficiently.
Benefits
- Smartflo: Secure communication with 128-bit encryption and MFA based logins
- Improved business intelligence from reports on call-connect and conversion success
- Ease of usage on any connected device from any location
- Flexible scaling of the cloud contact centre as per changing business needs
- Sticky agent feature to allow customers to communicate with select employees
