Back to Case studyGlobal Big 4 Accounting Firm Adopts Smartflo
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The customer is a multinational service provider for risk management, financial and business consulting, internal audits, and corporate governance. With offices in fourteen major cities of India, the company has differentiated its brand by offering performance-based, industry-tailored, and tech-enabled enterprise advisory services.
Tata Tele Business Services (TTBS) had been providing fixed-line voice services to the organisation’s PAN-India offices. When the pandemic forced its agents t owork from home, it also needed to setup a cloud-based support centre for attending the calls from corporate customers.
The existing association with TTBS and the availability of an easily configurable contact centre platform in our portfolio were the top reasons for considering our brand as a solution
Business Challenges
Setting up its cloud-based contact centre ,the organisation needed a single toll-free number with intelligent routing capabilities. The facility was to be customised for a new project offering consultancy services to their clients in India
The key challenges to be addressed were:
- The existing contact centre infrastructure did not allow call distribution to agents working from home.
- Shift-based routing was requisite, prompting the organisation to look for intelligent call distribution between the agents managing the telephonic consulting services.
- The organisation also needed a call recording facility with details such as the number of calls answered, staffed time, and average call handling time to gauge agents’ overall productivity and individual performance.
The toll-free number was to be made accessible across India as well as globally
TTBS Solution
TTBS provided Smartflo to build a cost-effective cloud contact centre with inbound Automatic Call Distribution (ACD). Deployed in Bangalore, the network allowed the employees to login to the platform while answering the calls on their mobile phones.
Smartflo addressed the problem of providing consultancy services to the client customers from remote locations. The deployment was quick and unobtrusive. The ability to track and record calls was much appreciated as it helped them to keep improving productivity and service quality even with a distributed workforce
- Smartflo’s web-based interface and mobile app allowed agents to log in and manage the call flow from any where in India
- The High Availability (HA) infrastructure setup built by Smartflo with SIPT runk and cloud servers at Bangalore helped the organisation eliminate its dependency on the old PSTN structure
- The organisation could use the simplified call recordings for performance evaluation, quality management feedback, and training.
- The organisation was enabled with the flexibility to manage any configuration for shift-wise and agentwise distribution of calls. Smartflo also offered a sticky-agent feature to help repeat callers reach the same agent they had spoken to earlier.
Overall, TTBSS martflo was easy to integrate with other apps and provided data bases packed within formation about callers. This helped to make the communication between the agents and customers more relevant and efficient.
Benefits
- Smartflo: Quick deployment of contact centre services for resilient business continuity and consistent customer experience
- Remote work flexibility allowing employees to work from anywhere, answering calls from their own mobile phones
- Call monitoring and recording convenience for supervisors
- Improved productivity with integrated apps and simple infrastructure to respond to callers
- Zero CapEx model that also afforded cost savings on the annual maintenance charges, typical to traditional contact centre setups
