Back to Case studyLeading BPO Services Provider Scales Up With Best-In-Class Voice Connectivity
ShareIntroduction
The customer is a consulting and BPO service provider with offices spread across multiple locations pan India Their core competency lies in project conceptualisation and development, development approvals, construction management, inbound and outbound services and more.
Business Challenges
Keeping availability and accessibility central to their ethos, the customer delivers its services in 19 Indian languages.
With more than 2500 employees spread across the country, they were looking for a robust connectivity solution.
They required a setup that managed voice solutions (customer communication solutions), KPO services (Accounting, HR and Payroll processing), Live Chat support, collection services and more.
Since most of their projects were long-drawn, lasting an average of over seven years, they needed a reliable and effective connectivity model to enable operational efficiency.
TTBS Solution
TTBS proposed a combination of MPLS, SIP and PRI services:
- The bespoke TTBS managed solution enabled customer’s employees to access the business network from anywhere at any time.
- The Smart Internet Leased Line provided benefits of remote accessibility, security, and manageability to the customer.
- TTBS established multiple Primary Rate Interface (PRI) channels for direct dial-in and efficient business development.
- The solution eliminated the need for investing in several lines and a complicated telecom system.
- To ensure regular monitoring and tracking of data, TTBS set up a dashboard and reporting system that the customer could manage easily.
Benefits
- Aided business scalability and growth ensured future-ready operations
- Enhanced customer satisfaction via proactive customer service, based on effective data driven analytics
- Boosted operational efficiency with optimised workflows
- The customer was benefitted with the ease of handling high number of calls with increased productivity
