Back to Case studyGlobal IT Service Company Leverages Smartflo To Enable Covid 19 Helpline And Manage High Call Volumes
ShareIntroduction
Our customer is the corporate social responsibility (CSR) arm of an India-based global IT services and consulting company. The enterprise delivers innovative solutions rooted in digital technologies, IoT, cloud, automation, cyber security, advanced analytics, IT infrastructure management, and engineering.
Tata Tele Business Services (TTBS) demonstrated the working of Smartflo-our cloud–based contact centre solution-to the customer and how it could help them effectively manage their COVID help line number for employees.
The product’s quick and cost-effective deployment process was a key factor prompting the customer to choose TTBS for optimising their help line service
The organisation found the hosted contact centre’s automatic call distribution (ACD) feature particularly appealing .Smartflo’s IP/VPN-based structure was another attribute that encouraged them to sign up for the service since it suited their work-from-home and hybrid work models.
Business Challenges
The organisation was providing COVID help line services on a BSNL phone number, which precluded the possibility of replacing it with any other cloud DID number. Also, the customer wanted to involve only BSNL, TTBS, its own team, and the in bound contact centre partner handling the calls to deploy the solution.
The top issues that needed attention were:
- Although the helpline number was published for the general public, their existing contact centre setup made it difficult for the team to handle multiple calls simultaneously
- There was no support system to record the calls and maintain call log reports to monitor the service efficacy
- The agents needed a solution that would enable them to take incoming calls on soft phones while also checking complaint status for repeat callers and offer real-time updates on their query resolutions. Besides, the feasibility of accepting calls on mobile numbers was required as a backup in case any one faced internet connectivity issues while working from home
The organisation also sought streamlined call distribution for automated outbound dialling to support COVID patients and their caregivers.
TTBS Solution
TTBS provided its cloud telephony solution Smartflo to the customer, providing a multitude of features to make helpline services more productive and end-user friendly.
- Smartflo was directly integrated with the customer’s BSNL helpline number for automatic call distribution to agents, averting the need for changing the primary number
- The web- based interface also allowed the organisation to record all calls and share reports with concerned teams and supervisors
- The agents could speak to callers through their soft phone devices, and the calls could be easily routed to their mobile numbers if and when internet service was unavailable on their laptop/PC
We also integrated an auto out bound dialler module with the primary IP/VPNACD solution to support automatic dialling from government healthcare agents to patients / caregivers.
TTBS customised the Smartflo dialler to record patient data as per the details captured by agents while interacting with callers.
Chiefly, our team organised multiple training sessions to help the agents, supervisors and concerned stakeholders manage the new contact centre solution effectively.
Benefits
- Smartflo: Seamless integration between COVID helpline service partners: BSNL, CRM administrators, and the team managing the contact centre infrastructure
- Flexibility for handling multiple calls on the same DID number
- Outbound call automation to record patient health data with customised reporting mechanism
- Ease of call forwarding via IP/VPN and mobile
- Data availability for call logs and performance analytics
