Back to Case studyExperienced BPO Chooses Smartflo to Support Campaign Launched by the Delhi Government
ShareIntroduction
The organisation provides Business Process Management solutions (BPM) to enterprises of all sizes. Its contact centre team manages voice and chat-based customer services, collection processes, back-office support, market research as well as analysis, technical support, and lead generation services - for established telecom, insurance, banking, FMCG, and utility companies.
Backed by experienced teams the organisation leverages its contact centre infrastructure to help its clients reap the cost and productivity benefits of outsourcing BPM functions.
In addition to its contact centre services for businesses, the company also facilitates helpdesk solutions for government authorities. It has recently partnered with the Delhi Government for its ‘Desh Ke Mentor’ programme that was launched in October 2020 to help students choose suitable careers. Under the project, the students of Grades 9 to 12 - from Delhi government schools - can undertake their career exploration journeys under the guidance of volunteer mentors who help them make informed choices.
The mentorship entails regular phone calls between mentees and mentors for a minimum period of two months. Students have the option of extending the programme for four more months if required. To support this programme, the company had to ensure that the students instantly reach their dedicated mentor for relevant discussions and bespoke guidance.
The company leadership sought a plug-&-play feature-packed cloud platform to launch the service quickly with all essential features. After a demonstration of Smartflo by Tata Tele Business Services (TTBS), they found the product useful for their project management and asked us to deploy the platform.
Business Challenges
The company was to provide a systematic call management solution for connecting the mentees and mentors under the ‘Desh Ke Mentor’ programme.
Although it did have a comprehensive call centre set up to run its standard BPO operations, this project had some special requirements that could not be fulfilled effectively within the existing environment.
The key challenges were:
- There were about 3 lakh students (mentees) and 30,000 mentors registered under the programme. When the students dialled the helpline, there were chances of calls getting connected to any mentor instead of the one specifically assigned to them.
- The organisation also needed to maintain data for call logs and a smooth call recording facility, to judge the efficacy of mentor-mentee interactions, and to evaluate the overall success of the project.
- Most importantly, the team sought robust security in every communication and wanted the setup to be cost-effectively scalable.
It was difficult to mobilise the program using PRI and SIP systems as their IT team could not customise the setup for automatic routing of calls to specific mentors.
TTBS Solution
Our solution architects configured Smartflo with bespoke settings that the customer needed, to manage the project successfully. As a cloud-communication suite, Smartflo had a variety of features to simplify call management for defined outcomes.
The teams could use the platform on any desktop, laptop, tablet, or smartphone with Windows, iOS, or Android operating systems. The users only had to plug a softphone into the device to receive or dial out calls. Outbound calling was hasslefree with click-to-call and dialler services.
Here’s how Smartflo addressed the challenges that the BPO was facing:
- The custom IVR and ‘sticky agent’ feature ensured that calls from specific students reached their assigned mentors, the individuals who had spoken to them earlier, directly.
- An intuitive dashboard offered all call details including the length of each conversation and the number of calls handled by every individual mentor.
- It was easy for supervisors to monitor and record the calls by simply logging into their accounts through Smartflo’s web portal/mobile app.
- All calls on Smartflo were secure with 128-bit encryption and only authorised users could log in to the service with a password and OTP authentication.
TTBS helped the customer to run the programme in line with government expectations. We have provided the solution under a comprehensive SLA that among other things guarantees 99.5% uptime.
Benefits
- Smartflo: Efficient project mobilisation meeting the standards specified by the government
- Call detail records on a visually rich dashboard to analyse call patterns and durations
- Fruitful interactions with automated call routing to connect mentees and mentors
- Future-readiness with seamless scope for scalability
- Cost savings on physical infrastructure for a technologically evolved contact centre
- Resilient uptime and 24*7 support under endto-end SLA
