Back to Case studyAn experienced astrology team chooses TTBS Smartflo to offer on-call consultation services
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The company is a leading voice-based personalised astrology service provider operating since 2016. Customers seeking advice or forecasting on career, business, personal relationships, property investments, and other matters can connect telephonically with the team round-the-clock. It is associated with over 350 astrologers specialising in different fields to respond to their queries.
Apart from inbound and outbound telephony, the company uses chat support, email, SMS, and WhatsApp to provide and promote its astrology solutions. Consultation seekers can also send their questions directly through the official website and receive prompt responses.
Their primarily voice-based operations prompted the company founders to digitalise their contact centre infrastructure. They saw the benefits of better connectivity, versatility, scalability, and cost-effectiveness in cloud solutions. The upgrade was also desirable to improve customer experience in line with industry trends.
The organisation turned to Tata Tele Business Services (TTBS) to procure the new service from a trusted Indian brand. Our cloud-communication suite Smartflo carried features compatible with their call centre requirements, and we were asked to deploy the solution.
Business Challenges
The organisation ran a busy contact centre with frequent queries around Vedic predictions, horoscope and birth-chart consultations, matrimonial matching, health, career, and finance-related issues. It needed a systematic IVR and call routing system.
In optimising the setup for both inbound and outbound calling operations, the team also looked forward to some enterprise-grade features:
- It was essential to record customers’ calls to ensure that all their relevant details and questions were documented to provide the right answers.
- Call recording was also required to get feedback from customers.
- The organisation wanted to track the outbound calls to measure its agents’ efficiency at conversing with customers and how effectively they addressed the queries that had been sent earlier.
For further operational performance analysis, the company leadership needed easily accessible call detail records. Lastly, considering the sensitive nature of personal astrological matters, it was necessary to ensure privacy in end-to-end communications.
TTBS Solution
TTBS’ solution architects activated digital voice connectivity for the customer with Smartflo. As the company was already using a traditional telephony service, we set up a hybrid solution with 40 PSTN channels and 20 cloud channels on a virtual private network (VPN).
We also offered flexible direct inward dialling (DID) facilities for ease of connecting callers to specific departments and representatives.
The migration to a web-based contact centre made it easier to receive and make calls. Even with a hybrid setup, it reduced the dependency on hardware and helped the agents to interact more efficiently with customers.
Smartflo met the company’s expectations as a value-for-money proposition:
- It had a customisable IVR for routing calls to various sub-groups and enabling automatic call distribution per agent availability.
- The software simplified call recording and helped the organisation store audio clips with queries and feedback for future reference.
- The team leaders could also barge into any outbound or inbound call to monitor agents’ efficiency and, if required, guide via a whispering line.
As a cloud contact centre, Smartflo left the digital footprints of all calls on a web interface. Authorised personnel could access data on the total calls received/made, average call handling time, total staffed time of each agent, and the number of individually managed calls.
Smartflo’s cloud is ISO 27001 certified for the security of customer-hosted data, and all communications are safeguarded with 128-bit encryption.
Our solution architects demonstrated the functionality of different features to the customer’s team, and the transition to the upgraded system was seamless. TTBS also provides round-the-clock service support for any technical queries and maintains an uptime of 99.5% under an SLA.
As a simple-to-use, secure, and scalable cloud telephony solution, Smartflo could address the requirements of a team that works round-the-clock, 365 days a year, to provide on-call astrology services to its clients.
Benefits
- Smartflo: Enhanced customer experience with reliable uptime and quick call connects
- Reduced stress with all information available on a unified portal
- Smoother query resolution basis the inputs registered during conversations
- Better cost savings due to the reduction in hardware for call handling
- Improved agent potential through timely feedback and personalised coaching
