Back to Case studyA Renowned Enterprise Handling Outsourced Visa Processing Chooses TTBS PRI lines to Improve Customer Experience
ShareIntroduction
The organisation provides visa application handling services for multiple countries. As the world’s largest visa outsourcing solutions provider, it manages administrative and non-judgemental tasks for visa and passport issuance on behalf of its client governments. By taking care of routine documentation and biometric records, it gives embassies and consulates more time to focus on the critical task of assessing the candidates who apply for visas under different categories.
Currently headquartered in Dubai, the organisation operates from multiple offices in 147 countries including India. With the rising number of international travellers, its services for visa processing help authorities to clear the backlog of applications more efficiently while providing a better experience to the interviewees.
In delivering its services, the organisation works closely with banks, payment gateways, and courier companies. To manage the confidential data it handles, the team maintains high security standards attuned to GDPR compliance norms. To meet evolving customer-expectations, it also conceptualises a number of digitalization processes at its own innovation lab in Mumbai.
Business Challenge
- Mediocre call centre architecture - The existing contact centre setup faced problems of unpredictable downtime, weak network signals, and poor voice quality.
- Limited features – Although the volume of incoming and outgoing calls was high, the analogue lines did not provide effective features for call forwarding and three-way calling.
- High costs – Besides the costs of maintaining a legacy architecture, the expenses of long-distance international calls were affecting the budget.
- Scalability issues – Extending the call centre’s infrastructure for additional users was also an issue because several circuits had to be installed to activate new channels for calling.
TTBS Solution
Tata Tele Business Services (TTBS) provides customised telephony solutions to businesses that need voice services for contact centres and internal communication. We analysed that the visa processing company needed PRI lines which could be configured on their existing private branch exchange (PBX) architecture, and could also make the audio quality better.
Our solution architect deployed the required number of PRI lines for 2-way voice calls. The same lines could also be used for video conferencing and help the organisation avoid using its internet service for online meetings. Call drop issues were addressed.
Every single line came with 30 channels and they could be scaled at the same rate. Although the configuration did involve some physical equipment for upgrading the PBX architecture, the lines could be managed remotely via web-based consoles. With the targeted deployment of PRI voice solution, the company resolved the challenges it had been facing in the legacy contact centre environment:
- The uptime improved, and because the voice communication was not dependent on shared internet connection, the audio quality became noticeably better.
- Each line’s capacity enabled it to support 30 simultaneous communications, and forwarding calls to different extensions became easier.
- While its channels could be used for voice connectivity, data services, and virtual conferencing, there was only one bill to be paid for every single line and the call charges for international calls were reduced.
- The installation of each new line now meant support for 30 new users who could handle the rising call volumes.
Benefits
- Direct inward dialling system enabling callers to quickly connect to the person or department they wish to speak with
- Ease of scaling contact centre operations by 30 calls with every single line and reduced dependency on internet for video conferencing
- Improved customer experience built by superior voice quality on a digitally powered phone line
- More privacy in communication as data is transmitted over physical infrastructure
- Simplified invoice structure with pooled billing to show the total amount for all lines on one document
- Flexibility of alignment with other devices including fax machines, alarm systems and elevators in hybrid deployments
