Back to Case studyA Fast-Growing BPO Enhances Performance and Customer Experience With TTBS Smartflo
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Based in Goa, the organisation is a thriving BPO and ICT firm with clientele across the US, UK, and Asia. In providing customised solutions to businesses of all sizes – from small and medium enterprises to Fortune 500 companies – it uses evolved technologies that address their requirements most efficiently.
The company’s BPO services focus primarily on digital transformation, CX services, market research, customer engagement, telesales, and technical support. It also offers IT staffing solutions to help its clients reduce their hiring time while getting the best fit for their businesses.
The enterprise discovered Smartflo while looking for a next-generation contact centre solution to run its operations. The variegated nature of working with companies in different countries made it critical to deploy the solution quickly. The benefit of cloud telephony setup offered by Tata Tele Business Services (TTBS) became a persuasive reason to choose this tool.
Business Challenges
At the heart of the organisation’s mission is its dedication to delivering the highest quality services for its clients. To maximise the efficiency of its BPO operations, it needed a call centre infrastructure that would enable the associates to address every concern in minimum time and with an informed idea of the caller’s transaction history.
The specific must-have and good-to-have features that the company expected in its upgraded contact centre system were:
- Enterprise-grade cloud telephony architecture with simple-to-use amenities for both inbound and outbound calling processes
- Flexibility for smooth CRM integration within the software and the ability to record calls on the platform
- Open VPN-based secure point-to-point connectivity that would allow employees to work from any location
Reporting and analysis were also tricky with the company’s legacy contact centre system. It lacked the robust capabilities that supervisors needed to review customer interactions. Shifting to a cloud communication suite felt like a logical solution in this scenario, and Smartflo’s feature-rich interface promised to turn complexity into simplicity.
TTBS Solution
The customer had a high-speed internet connection, and we deployed Smartflo without any significant upfront costs for them. As against their on-premise setup, it did not involve any hardware and was accessible on users’ desktops and mobile devices.
- As a hosted contact centre, TTBS Smartflo offered a streamlined inbound contact centre with customisable IVR for call routing. Its outbound service came with progressive and preview dialling services to run different calling campaigns productivity.
- Smartflo’s API and webhook integration abilities, which give it a digital engagement model, allowed the organisation to combine their CRM applications with the system. Associates could then easily view customers’ account details for sharper interactions.
- Being a Software-as-a-Service (SaaS) tool, Smartflo could be used by any associate working from home or other remote locations. They could receive and dial calls from their computer devices using a softphone client.
Agent access credentials are password protected and SSL encrypted in our cloud communication platform. Compared to disparate legacy contact centre system’s local storage process, this results in better security of customer data.
Barging into and recording calls and helping an agent via whisper channel are simple exercises with Smartflo, and this was another valuable attribute for the BPO company.
After deploying the solution, TTBS conducted a demo to explain Smartflo’s functioning and features that the team found effortless to use. We continue to offer technical support and maintain reliable uptime under our SLA commitment.
Ease of administration and freedom for agents to work from any location made Smartflo a business-friendly contact centre tool for the customer. It gave them more features than a traditional setup and while also being cost-effective
Benefits
- Smartflo: Better experience for employees who are not tied to bulky physical phones anymore
- Secure communications protected by 128-bit encryption
- Improved customer satisfaction with faster call connect and more informed agents
- Agile scalability in sync with business growth
- Streamlined call management with multilevel IVR and automatic call distribution
- Transparent performance appraisals backed by call logs and recordings
