Back to Case studyEvoke Experiences Boosts Customer-Centricity by Building Contact Centre Operations on Cloud with TTBS Smartflo
ShareOverview
Established by LJS Group, Evoke Experiences offers finely planned luxury tourism services across cultural, rural, spiritual, heritage, patriotic, wildlife, nature, and adventure genres. With its curated itineraries, it aims to transform travelling into delightful experiences for its clients and create wonderful memories for them.
The management team is also driven by a passion for sustainability and eco-friendly business practices. It supports local artisans and promotes responsible tourism. All journeys organised by the enterprise have minimal ecological footprint and are focused on cultural immersion.
Headquartered in Ahmedabad, the company specializes in tailored travel packages for Rann Utsav in Kutch. Its other popular tourism projects are Statue of Unity Tent City 1, Niraan – the Tent City in Varanasi, Evoke Dholavira, Gandhinagar Floating Festival, and Kuno Forest Retreat.
Business Challenge
- Need for cloud-based contact centre – The company had to set up its inbound and outbound call centre without investing in excessive cabling and telephony hardware.
- Call routing via Interactive Voice Response – To provide quick resolutions on customers’ queries, Evoke Experiences also sought an IVR service for directing calls of different nature to teams specializing in the subject.
- Dialler for outbound calls – For streamlined calls to existing customers and qualified leads, it was essential to have a digital system instead of error-prone manual dialling of numbers from analogue phones.
- Call barging and details for consistent improvements – Team leaders were expected to barge into and record calls to provide feedback and maintain a record of all interactions to evaluate the contact centre’s productivity.
TTBS Solution
Tata Tele Business Services (TTBS) is a leading player in the industry offering Cloud & SaaS solutions to enterprises of all sizes. Evoke Experiences contacted us for our cloud communication suite - Smartflo. The product had all the features the company needed to run call centre operations from anywhere. The agents only needed to plug in headphones with microphone to receive and dial out calls from their desktops, laptops, and mobile devices connected to the internet.
With Smartflo, TTBS built a bespoke contact centre that supports agents by making call management less tiring for them. It is also simple to provide personalised experiences to customer – this is exactly what the tourism management company was looking for.
The deployment was quick and Smartflo integrated smoothly with Evoke Experiences’ CRM apps so that agents could access available customer details while speaking to them.
Our cloud-native contact centre solution addressed the company’s specific requirements:
Solution Highlights
- Smartflo provided both inbound and outbound calling facilities cost- effectively, and the agents could handle the call flow at any time without being tied to their desks.
- The inbound call flow was controlled by a customizable IVR that enabled callers to reach the department they wished to speak to, by pressing relevant keys on their phone – the calls were routed in a round-robin manner.
- For outbound calls, the company could let the agents use click-to-call feature from their screens or run dialler-based campaigns that throw calls automatically on pre-selected numbers.
- Through their Smartflo accounts, supervisors could barge into any ongoing call, help an agent through a whisper line, and access all call data such as number of calls handled, average handling time, total logged in time, and break reports, among others.
Benefits
- Best-in-class customer service with IVR menus, skill-based routing, call monitoring, and support from quality analysts on live calls
- CRM integrated contact management enabling the system to record contact details of leads when they call in with queries for tour packages
- Flexibility for hybrid work environment as calls can be handled from any location on any device connected to the internet
- Secure communication supported by 128-bit encryption, IP restrictions, and multifactor authentication
- Visibility into key performance indicators through dashboards that keep track of all inboundoutbound calls and agents’ productivity
- Reliable business continuity built by SLAbacked high uptime and round-the-clock monitoring of the platform’s service quality by TTBS
