Back to Case studyLeading Customer-Centric BPO Enables Business Continuity with TTBS Smartflo Solution
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An eminent player in the IT and ITeS sector, the company provides Business Process Outsourcing (BPO) solutions in both voice and non-voice segments. Handling the outsourced operations for businesses, helps them achieve their customer service goals cost-effectively.
The company has invested in a balanced combination of manpower, technology, research and analytics, enabling its cross-industry clients to address new business challenges with digitally powered systems. Its services are known to deliver several benefits including profit margin increase, round-the-clock support for customers in any geography, and more time to focus on core business functions.
In sync with changing technologies for call centre processes, the company wanted to future-proof its BPO infrastructure with a Cloud-native platform. This was also necessary to facilitate work-from-home (WFH) services whenever required and improve business continuity.
The company had attended one of the customer events organised by Tata Tele Business Services (TTBS) and expressed interest in its Cloud-communication suite Smartflo. When our team gave a detailed demonstration of the platform’s ability for contact centre services, the senior management team appreciated its custom features, uptime and security. It then finalised the decision to procure Smartflo for its BPO operations.
Business Challenges
The company needed a comprehensive BPO infrastructure to provide efficient customer support services on behalf of its clients. Although it was already using some traditional systems to run the call centre, it decided to expand the operations using a Cloud-native platform.
While subscribing to a contact-centre-as-a-service (CCaaS) platform, it aimed to achieve some cost savings in the maintenance of the BPO facility and improve the privacy of interactions with customers. After facing unprecedented obstacles during the COVID-19 pandemic, the company also realised that it was essential to have a contact centre setup within which agents could provide services from anywhere.
The market had a lot of options for Cloud-based contact centre solutions. However, the company wanted a platform with a wide range of call management features and high availability backed by an end-to-end Service-Level Agreement (SLA). It was supposed to have custom attributes and facilities for streamlined call centre operations:
- Automatic routing of incoming calls to available agents and dialler for quick outbound calls
- Ease of monitoring and recording ongoing interactions without the need for peripheral equipment
- A dashboard to reflect the data for all calls received and made – this was required to measure the call centre’s productivity
As the business was growing rapidly, the contact centre service had to be scaled in minimum time and this could be possible only with a secure and user-friendly CCaaS.
TTBS Solution
We configured our enterprise-grade Cloud-native communication system Smartflo for the company. It was integrated with CRM apps for ease of access to customers’ details when they called from their registered phone numbers.
Smartflo’s multi-modal, multi-functional, scalable and secure cloud communication platform built a digital BPO that could be operated securely from any device. Its custom features made it easier for the customer to administer inbound and outbound calls.
The customer felt that by using Smartflo, they could save significant costs spent in maintenance of physical call centre infrastructure and individual phone sets. It also helped them keep their communications more secure and afforded all the details on the calls that were critical to measuring customer satisfaction.
Benefits
- Reduced capital expenditure (capex) and Operational Expenditure (opex) with Cloud-based calling that does not require cabling and physical phones
- Transparent performance appraisals backed by call logs and recordings
- More secure communication supported by 128-bit encryption, Internet Protocol (IP) restrictions, One-Time Password (OTP) verification and MFA
- Actionable business insights offered by daily call detail records
- Number masking for agents ensured privacy
- Improved customer experience with faster call connects and informed agents accessing Customer Relationship Management (CRM)
- CRM Integration via APIs made the product adoption easy
