Back to Case studyA Multiskilled Business Service Provider Enhances its Call Handling Capacity using TTBS PRI lines
ShareIntroduction
in 1934, the organisation started its operations by helping businesses recruit watchmen for security of their premises. The service portfolio expanded over the years and now includes solutions for cleaning, food supply, people mobility, technical systems, and support for capital projects. All through its development and growth, the company has held onto the same values – it aims to connect people and places to help the world work more efficiently.
The industries supported by the company include aviation, banking, healthcare, life sciences, manufacturing, and technology. Working with a diverse clientele, the organisation designs innovative solutions for them by leveraging data, insights, and domain knowledge gathered through years of experience. It maintains a consistent focus on risk management, cost reduction, and service consistency. Operating as a global entity now, the enterprise has empowered its people to independently address problems and leverage opportunities as they arise. It may be for hospitals treating patients, manufacturers streamlining production, or airports transferring passengers, the organisation is there to help with bespoke services.
Business Challenge
- Limited calling capacity – Although the organisation had to handle high-volume contact centre operations, its analogue phone systems with limited features made it difficult to handle calls and affected customer experience.
- Rising maintenance expenses – The legacy contact centre setup demanded regular maintenance for a large number of lines and was also costly to scale.
- No support for video calls – For certain business communications, it was necessary to organise online meetings for which the participants had to look for cloud services, segregated from the main PSTN architecture.
- Lack of security – The company was not satisfied with the end-to-end encryption of calls and was looking for a more modernised telephony technology that would not allow conversations to be intercepted by threat actors.
TTBS Solution
Analysing the company’s requirements and the priority for Quality of Service (QoS), Tata Tele Business Services (TTBS) recommended its Primary Rate Interface (PRI) lines to fuel contact centre operations.
On every single link, the organisation got 30 channels for two-way communication. By subscribing to each new link to upscale operations, it could increase the call handling capacity by 30 additional channels.
Underpinned by existing physical infrastructure, our PRI was a digital service with direct inward dialling (DID) and automatic call distribution (DID) for quick connects with people calling the business. The solution also enabled convenient shifting of similar PRI numbers within the city.
Although the PRI line could now be used for high-clarity voice operations, the organisation also asked TTBS to configure Smart Internet – our internet leased line service that makes it easier to support other workflows getting increasingly digitalised.
The deployment of PRI lines addressed the specific challenges and the requirements that the business had earlier mentioned:
- With every single link providing 30 channels and a wide variety of features to manage conversations, it became easier to handle incoming and outgoing call volumes.
- The costs of maintaining multiple analogue lines were now eliminated – the company had to maintain lesser number of links, each of which had larger capacity to support communications.
- In addition to voice services, the PRI lines could also be used for other applications including video conferencing, data exchange, faxing, and alarm systems.
- As a digital solution, PRI lines offered the benefit of additional security for contact centre operations – unlike analogue lines they came with in-built security and could not be tapped into by any unauthorised person or bot.
Benefits
- Stronger support for high call volumes with every single PRI line providing 30 channels to facilitate simultaneous inbound and outbound conversations
- Simplified bill format with pooled invoicing to show the total amount for all lines in a single document
- Flexible scalability to increase call handling capacity in multiples of 30 with each new link
- Robust business continuity assured by reduced points of failure, SLA-backed uptime of 99.5%, and mean-time-toresolve of 4 hours
- DID system allowing callers to connect directly to the person or department they wish to speak with
- More secure communications as PRI lines with their strong infrastructure are not easy to tap into
