Back to Case studyGlobally Renowned Mental Healthcare and Neuroscience Institute implements Smartflo to Manage Growing Call Volumes
ShareIntroduction
Our customer is a multidisciplinary centre for patient care and education in the mental health and neurosciences field. As a leading Indian organisation for clinical care, training, and research in these fields, it also supports the government in establishing new psychiatric facilities, enhancing existing services, and strategizing national programmes for mental health.
When the institute needed a flexible and reliable contact centre infrastructure to handle numerous inquiries from patients, students, government agencies, and other parties, it approached Tata Tele Business Services (TTBS) for a solution. Our experience and expertise in telecommunication technologies, along with the trust that brand Tata exudes, encouraged them to choose our product in the market.
Business Challenges
The call volume for the organisation’s contact centre had been in creasing. The nature of these calls was also assorted as they were coming from patients with various health care issues, their care givers, the students studying in or seeking admission in different courses, and other entities that needed the institution’s support. It was challenging for the traditional setup to manage the call flow. The top issues were:
- The organisation wanted to stretch the existing infrastructure’s capacity without investing in additional hardware.
- It also needed a dashboard to consolidate the call details and offer reports on daily call volumes.
- To analyse the team productivity and performance, the institution wanted to record the calls, track the number of calls handled by each agent, and measure the average call handling time.
A cloud-based contact centre system with features to address each of these challenges was the best possible solution in this case. Cloud’s success stories in other industries offering telephonic customer services were veritable evidence for the institute to adopt the technology.
TTBS Solution
Looking at the challenges faced by our customer and their expectations from a contact centre solution, TTBS offered them Smartflo – an AI-enabled cloud telephony service that involves no CapEx and has a host of features to handle incoming calls efficiently. Smartflo also has an outbound calling suite to connect with patients, students, vendors, and other parties for essential services and reminders.
- Being a web- based solution accessible from any device with internet connectivity, Smartflo did not require the customer to add any external equipment for upgrading the contact centre’s architecture. It was seamlessly scalable and enabled them to add as many new seats as required while also allowing the agents to work from any where.
- Smartflo came with in-built tools to capture called tails from the moment the callers reached its information-rich IVR. The organisation got a customised dashboard with all the reports it needed for call analysis.
- The details of call handling facilitated simplified analyses of agents’ performance. Team leaders and quality analysts could also support them during their calls, record them, and whisper tips when agents were confused.
Smartflo is an enterprise grade secure system with different access levels for agents and supervisors/ administrators. The integration of CRM with its online interface ensured that employees taking a call had all available information on the caller right on the screen in front.
After the timely deployment of this cloud service, TTBS provided full technical support whenever needed. The platform has a guaranteed uptime of 99.5% under a documented SLA.
Benefits
- Smartflo: No-CapEX cloud contact centre implemented with a pack of features for smooth call handling
- Ability to answer more calls and ensure better customer satisfaction scores
- Tailored dashboards provided to maintain call metrics
- Flexibility of working from anywhere
- Improvement in agents’ performance with regular feedback and call whispering support
- Secure login and leadership-defined access control
