Back to Case studyOverseas bank’s Indian subsidiary achieves cost optimisation
ShareIntroduction
The customer is a private commercial bank offering diversified financial solutions in India and operating on the core principle of making banking easier and more consumer-friendly. With close to five decades in business, it is also the first bank that received a license from RBI under the wholly-owned subsidiary mode.
by innovation and technology, the enterprise focuses on delivering global banking services for deposits, loans, payments, and investments, in addition to advisory and ancillary solutions via multiple channels.
Business Challenges
With evolving business requirements and a sharpened focus on customer experiences, the organisation began to appreciate the shortcomings of its legacy setup for contact centre operations.
- The bank needed an ISD facility to let employees connect with over seas customers. It was simultaneously essential to maintain call logs and monitor the service to ensure that the facility was used only for business purposes.
- Another challenge faced by the bank was its inability to record interactions with customers. The lack of call barging and recording features had a detrimental impact on the service quality, and escalations to supervisors were frequent.
- Enabling contact centre operations from remote locations was also tricky. As the work-from-home trend picked up, the bank wanted to deploy a system that could allow agents to work from anywhere while also facilitating call monitoring for compliance and productivity management.
The organisation found it critical to own an agile and future-ready contact centre system to stay competitive in the BFSI industry, which has been in a state of dynamic flux with the entry of fintech startups. That’s when it decided to partner with TTBS.
TTBS Solution
TTBS offered Smartflo, a cloud-based contact centre software, to the bank. Smartflo’s manual click-2-call option with login-based calling regardless of the desktop or mobile device allowed the organisation to provide work-fromhome flexibility to its employees.
With TTBS Smartflo, the client was enabled a cost-effective and managed ISD solution to serve its customers. Their teams can now work from anywhere without worrying about compliance issues and can also monitor the calls effortlessly.
Smartflo also made it possible to control the usage of ISD service while keeping are cord of call logs, resulting in a cost-effective usage of international communication.
The cloud software enabled supervisors to monitor live calls from anywhere and support the agents with a whispering feature. This led to a drop in call escalations and helped in the faster resolution of complaints.
Additionally, supervisors and team leaders could use recorded calls for training and give feedback while analysing agents’ performance.
Benefits
- Significant reduction in ISD bill amounts with seamless monitoring of calls
- Work-from-home facility enabled for global employees
- Compliance adherence ensured at all work locations
- Ease of tracking calls and monitoring agent performance for feedback/training
- Improvement in customer experience with instant supervisor support and faster resolution of concerns
