Back to Case studyAward-Winning Air Hostess Training Academy Opts for Smartflo to Upgrade its Lead Generation Campaign and Counselling Services
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The organisation is over ten years old in the vocational coaching sector, an academy for soft-skills training with special courses for air hostess jobs. It has emerged as a trusted centre for quality education, preparing students for careers in aviation, travel management, hospitality and customer service.
The Government of Madhya Pradesh and the Human Resource Development (HRD) Ministry have awarded the institute for excellence in operations. The students graduating from the institute get placements in some of the most admired global airlines, hotels, resorts, Business Process Outsourcing (BPOs) and law firms.
Looking for a secure cloud contact centre software with intuitive features for outbound call management, the organisation approached Tata Tele Business Services (TTBS). Our product team demonstrated the working of Smartflo to its representatives, and they found the Cloud-communication platform user-friendly. The ease of making calls with a click and the dialler service were the main attractions that drove their decision in favour of TTBS Smartflo.
Business Challenges
Connecting with hundreds of potential candidates to solicit their interest in vocational training is a challenge. Legacy techniques used for calling and unorganised lists of leads add to the challenges.
The institute was facing similar difficulties. Its team also received frequent calls from existing students and had to call back for one-to-one counselling whenever required.
Using a legacy phone system with multiple lines for outbound calls did not offer the planned outcomes because:
- The number of outbound calls was high
- Lack of access to work from remote locations for lead generation team and student counsellors
- Inability to record calls to provide feedback to concerned employees Besides, there was no security in communication. The institute could not maintain call logs to check the number and type (inbound/outbound) of calls managed, the duration of those calls, and track teams’ productively.
The team needed a reliable Cloud telephony system with Service-Level Agreement (SLA)-backed uptime and easy-to-use call control feature to overcome such obstacles.
TTBS Solution
As per the strength of the team and the average number of calls made each day, our solution architect provided Smartflo with 50 channels. We also configured OpenVPN for secure point-to-point connections.
The deployment of our enterprise-grade Voice Over Internet Protocol (VoIP) telephony solution helped the users to make their calling campaigns more productive:
- It was easy to call leads and existing students with automated and progressive diallers without manually dialling their contact numbers.
- As Smartflo was seamlessly integrated with the institute’s Customer Relationship Management (CRM), the contact centre agents could use click-tocall service from their devices.
- While the institute’s policies did not allow associates to use their mobile phones for work calls, Smartflo offered the flexibility to work from home by allowing them to make/receive calls through their desktops/laptops. They only needed to plug in a headset.
- Managers could use the special privileges of their accounts to listen to an ongoing call and record it for quality assessments, feedback and training.
Smartflo’s dashboard maintained the call detail records for analysis. It showed the numbers for inbound, outbound and missed calls with duration. It also displayed the total staffed time and break durations to prepare productivity reports.
For complete security of the institute’s Cloud-hosted communications, Smartflo provided 128-bit Advanced Encryption Standard (AES) encryption. TTBS maintains its uptime at over 99% under an end-to-end SLA.
Benefits
- Productive outbound calling supported by diallers, click-to-call feature and CRM integration
- Work-from-anywhere flexibility built by Cloud communication via desktop and laptop
- Unbiased performance reviews and feedback based on the call monitoring and recording
- Improved student experience enabled by Interactive Voice Response (IVR)-led connects with counsellors and prompt reverts on unanswered calls
- Robust business continuity with high uptime and security against cyber threats
