Back to Case studyA Business Process Management Service Provider Modernises Contact Centre Infrastructure with TTBS Smartflo
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Established in 2005, the company is a major business process management solutions provider serving customers in India and abroad. It combines its industry experience and process knowledge with new digital technologies to deliver services that create value for businesses and optimum experiences for the customers they serve.
The company’s clients belong to different domains such as telecom, media, digital wallet services, e-commerce, logistics, cab services, healthcare, aviation and government helplines. It serves seven centres in different cities and employs more than 3,000 people. With customer-centric services and a solid infrastructure, it has also received several industry certifications including International Standard Organisation (ISO) 27001:2013, ISO 14001: 2013 and ISO 9001:2015 and it is Payment Card Industry Data Security Standard (PCI DSS) compliant.
Operating in the Business Process Outsourcing (BPO) segment, the organisation readily adopts new technologies that enable it to keep improving its services. To capitalise upon the potential of Cloud contact centres for quick scalability and flexibility to work from anywhere, the organisation’s Information Technology (IT) managers contacted Tata Tele Business Services (TTBS) for Smartflo.
After getting a personalised demonstration of Smartflo’s features and its benefits for voice-based BPO processes, the company signed up for the service. It appreciated the security features embedded in the platform and its ability to integrate with other enterprise applications for quick access to customer details.
Business Challenges
The BPO’s employees were addressing customers’ phone calls for technical support, new service requests, bookings, updates on services signed up for, account related questions and other general queries. Some of them had to make outbound calls for collections and lead generation.
As the organisation had been providing contact centre services for more than a decade, it did have the legacy infrastructure in its old offices. However, to scale the operations further, it needed a future-ready, feature-rich and more cost-effective solution. There was a need to leverage Cloud technology to scale the contact centre seamlessly and enable the agents to work from home when necessary.
While procuring a Cloud-native contact centre platform, the organisation also had some pre-requisites in line with its policies and the Service-Level Agreements (SLAs) provided to clients:
- The system had to provide ease of monitoring and recording calls to ensure the quality of service, give regular feedback to agents, and share the audio clips with concerned business clients if required.
- There was a need for a dashboard to reflect the Call Detail Records (CDRs) to keep a tab on call volumes, nature of enquiries frequently received, lead generation potential and agent productivity.
- The contact centre system was to have robust security attributes to maintain privacy in communications.
Another critical need was reliable uptime – to ensure that it can run its operations 24*7, the company wanted an SLA-backed platform with high availability.
TTBS Solution
To address the organisation’s requirements, our solution architects deployed TTBS’ Cloud-communication suite Smartflo. As it was an internet-based system, authorised users could log in to their accounts from any device connected to a reliable database service. They just needed a softphone to converse with customers and could work from anywhere.
The system came with a built-in Interactive Voice Response (IVR) that had a customisable menu and automatic call distribution to connect callers to available agents in specific departments for various queries. For outbound calling, Smartflo had diallers to automate calls for mass calling campaigns. It also had a click-to-call feature to connect with customers without manually dialling their numbers on a keypad.
Our solution architects synced Smartflo with other applications used by the company. The Cloud hosted calling platform came with features for efficient voice operations:
- Team leaders could monitor live calls, record them and store the clips in an Amazon S3 bucket, integrated with Smartflo, to use them later as required.
- Smartflo’s dashboard provided daily CDRs with data on inbound and outbound calls and their durations, staffed time and the break reports for each agent.
- For security, only authorised users could access Smartflo through multi-factor authentication and all communications were protected with 128-bit Advanced Encryption Standard (AES) end-to-end encryption.
Whenever agents used Smartflo from their mobile phones for outbound calls, their numbers remained masked. Post-deployment, TTBS continues to provide technical support to the users whenever required. We also maintain a consistent SLAbacked uptime of 99.5%.
With features for automatic call distribution, routing to sticky agents, dialler-based campaigns, and the ease of making notes after call termination, Smartflo became an integral part of the BPO’s routine operations. Smartflo’s CRM integration abilities via APIs made the adoption of this product really simple for the customer.
Benefits
- Optimised customer experience with call recording and auto call routing with sticky agents
- Number Masking and Multiple security layers to ensure logins by authorised personnel and keep communications encrypted
- Higher agent productivity with detailed reporting and analytics as well as direct access to customer details on a database integrated system
- Cost savings on phone line maintenance and ease of scaling without Capital Expenditure (capex)
- Unbiased performance reviews based on recorded conversations that can be shared with agents during feedback sessions
