Back to Case studyBusiness Consultancy Firm Transforms Contact Center Operations
ShareIntroduction
The customer is a business consulting firm helping enterprises accelerate their growth by improving their employee and customer experiences. The organisation’s custom-built programs enable its clients to make better business decisions while optimising their processes, technologies, and workforce skills.
The company was introduced to Tata Tele Business Services’ (TTBS) Smartflo at one of our customer events. On receiving their inquiry for the product’s details, we gave them a formal demonstration and shared a link via a Customer Engagement Portal (CEP).
Smartflo’s features – particularly number masking with work-from-home flexibility, automatic call routing, IVR, sticky agent, call log details, and call recording – suited their requirements in a contact centre setup. Finding this cloud-based infrastructure agile and scalable, the company asked us to deploy it for them.
Business Challenges
The organisation sought a feature-rich contact centre infrastructure to handle its customers’ queries for sales, service, and technical support. As a business consultancy, the firm found it essential to maintain seamless connectivity with clients.
The issues making a traditional call centre unsuitable for its requirements were:
- Agents had to manage inbound and outbound call campaigns from both office and home as per the company’s hybrid work model.
- The organisation needed a systematic IVR on its contact centre platform and easily accessible call logs.
- Its existing setup did not have a call-recording functionality to evaluate agents’ performance.
The company’s customer support operations had already suffered when the pandemic forced agents to work remotely. It was essential to upgrade to a cloud-based contact centre platform to maintain business continuity and ensure data privacy in its calling operations.
TTBS Solution
TTBS delivered its enterprise-grade secure and fully managed hosted PBX service Smartflo to the customer. This cloud phone platform’s systematic IVR made it easier to capture callers’ queries for the company’s products and services.
For the outbound calling campaign, we used API integration for pushing the leads directly from the company’s Zoho CRM to our hosted PBX platform.
With this cloud telephony solution,
- Inbound calls could now be easily routed to different locations based on IVR selections. Logged-in employees could take these calls anywhere and had all necessary caller-related information on the Smartflo interface.
- The outbound campaign’s agents could use the click-to-call feature embedded in the hosted PBX system and derive customer details from the Zoho CRM that was seamlessly integrated with the platform. It became simple for them to initiate one-to-one business calls from mobiles without revealing their numbers to customers.
- Smartflo allowed the management team to get complete call log details and record the calls directly from the cloud portal.
Along with password-protected admin and agent access credentials, Smartflo gave our customer a variety of features that made it a flexible contact centre solution for their operations. TTBS also offered complete tech support post-deployment with an SLA promising a service uptime of 99.5%.
Benefits
- Number masking for employees’ mobile phones used in outbound calling
- Automatic call routing to appropriate resources for quick resolution
- Sticky agent feature to provide better responses to customers
- Comprehensive call detail records with visually rich statistics on calls received and made, average call-handling time, total logged-in time, and inquiries chosen by callers on the IVR
- Ease of call recording and barging
- API integration with Zoho CRM to make the outbound calling campaign more productive
