Back to Case studyBank Enhances Outbound Campaigns with TTBS Smartflo Cloud Communication Suite
ShareIntroduction
The organisation is India’s third largest private bank by assets and fourth largest by market capitalisation. It was registered in December 1993 in Ahmedabad and is currently headquartered in Mumbai.
The bank has a network of over 4900 branches and the largest number of ATMs in the private bank sector of India. It has nine international offices with branches in Singapore, Hong Kong, Dubai, Shanghai, and Colombo. The prime focus of these global divisions is on corporate lending, trade finance, syndication, investment banking and liability businesses.
Across India the bank provides a host of retail banking services such as savings and current accounts, loans, ForEx services, insurance, investment plans, FASTag, and finance schemes launched by the government. With a consistent stream of awards and recognitions since its establishment, the organisation won Issuer Investment Banker Award at the ASSOCHAM National Summit on Corporate Bond Market in 2023.
Business Challenge
- Need for secure outbound calling facility – The bank needed a cloud-based outbound telephony solution using which agents could call customers from any phone without exposing the actual PSTN number.
- Lack of tools to measure productivity – Managers needed to check agent productivity and calling campaign’s effectiveness with a dashboard to monitor calls and track details on connects with customers /leads.
- Security of communications – As the broad purpose of outbound calls was to inform customers about the bank’s financial products, advanced security features were a priority.
- Scalability without capital expenses– Another reason to deploy a cloud-based service was the need for a scalable calling solution sans the costs that go into cabling and purchase of new phone sets.
TTBS Solution
To deploy the bank’s device-agnostic digital contact centre, Tata Tele Business Services (TTBS) offered Smartflo – our cloud communication suite with built-in features for call management and security.
As a virtual platform, Smartflo could be used from any desktop, laptop or mobile device with just a headphone plugged in to speak to customers. Agents had their unique user IDs, passwords and a multi-factor authentication (MFA) system to login to their accounts. The bank’s custom software systems containing information on different products and customers were seamlessly integrated with the calling platform for direct access to required details.
Smartflo offered the options of click-to-call and automated calling through a dialler. Supervisors could barge into any ongoing conversation to gauge agents’ communication skills and record the same to offer feedback.
Migrating outbound calling services to cloud addressed the business needs that were stated by the bank:
- Smartflo provided the flexibility of secure usage from any device and the agents who were using their mobile phones to call customers could keep their personal numbers hidden.
- The call detail records (CDRs) provided information on all calls made including the numbers dialled, the duration of the communication if a successful connect was made, and if the purpose for which the call was made was fulfilled – such details helped managers to evaluate campaigns’ productivity.
- All communications on Smartflo were protected end-to-end with 128-bit AES encryption and only authorised agents could access data through MFA logins.
- Being a virtual contact centre without the need for physical equipment, Smartflo was also easy, quick and cost-effective to scale.
Benefits
- Ease of handling outbound campaigns through a cloud app that is compatible with different devices and does not require manual dialling on phone keypads
- Improved data integrity and compliance provided by robust security features available with Smartflo
- Flexibility to create new inbound call centre whenever required as Smartflo comes with 1800 numbers, customisable IVR, and other features to manage incoming calls
- Actionable business insights from call centre’s dashboard and recordings of interactions with customers
- Easily accessible call metrics to analyse employee performance and contact centre productivity
- Agile scalability to expand calling operations with business growth
