Back to Case studyLeading Private Sector Bank Adopts TTBS Smartflo to Digitalise its Contact Centre Operations for Better Customer Experience
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Our customer for this project is a bank that belongs to one of the leading financial services groups of India. Originally a non-banking finance company (NBFC), it received its banking license from the Reserve Bank of India in February 2003.
The bank is headquartered in Mumbai and has a national footprint of more than 1700 branches and 2900+ ATMs. Providing a variety of financial services to its individual and business customers, the organisation is popular for high interest rates on fixed deposits. With its branded credit and debit cards, shoppers can avail special discounts and cashbacks from an array of retail and hospitality companies.
Business Challenge
- Need for a cloud-hosted telephony platform – Inbound and outbound calls were regular to bank’s customer service operations, and it needed a common platform for managing these communications online.
- Contact groups for specific group of customers – The bank also wanted to categorise customers in particular groups that could be allocated to dedicated relationship managers (RMs) for outbound calls on similar matters.
- Monitoring and call records – It was essential to have a dashboard for review of all calls made and received by the bank, along with the ease of recording interactions with customers.
- Maintaining compliance and security – While harnessing the benefits of a cloud contact centre, the bank had to ensure that the communications were encrypted, and RM accounts were not misused even if the employees working from an out-of-office location.
TTBS Solution
Tata Tele Business Services (TTBS) provided its cloud-native contact centre solution Smartflo to the bank. The inbound and outbound calling teams could use the platform on any desktop or mobile device through browserbased or application login secured by multi-factor authentication.
Our solution architects activated the automatic call distribution feature and customised the IVR menu as per the nature of queries received by the bank. Thanks to Smartflo’s user-friendly web interface, the bank’s IT team could easily modify the IVR settings whenever required.
For outbound communication the RMs could use click-to-call feature from their screens. Campaigns could also be controlled by a dialler that automatically places phone calls on pre-selected numbers for the available agents.
Smartflo’s deployment addressed the maintenance and management issues that the bank had been facing with its legacy contact centre. It also met specific business needs:
- The cloud communication suite provided by TTBS had a range of features for both incoming and outgoing calls from any device connected to a high-speed internet service – this eliminated the need to maintain separate systems for inbound and outbound call centres.
- Supervisors could now create groups for different purposes – such as loan offers, collections, call backs on missed calls, and queries received from other channels – and allocate them to RMs specialising in these matters for efficient outbound calling
- From their special privilege accounts, supervisors could check call detail records, barge into live calls, and even use a ‘whisper line’ to assist new RMs fumbling for answers on complex queries.
- Smartflo provided 128-bit AES encryption to keep communications secure end-to-end, and it with a multi-factor authentication (MFA) it could be used only by authorised employees of the bank.
Benefits
- Improved customer experience built by faster and efficient query resolution
- Flexible scalability to manage bigger call volumes with business growth
- Sticky agent feature to allow customers to communicate with selected employees
- Effortless software upgrades and automatic addition of new features under managed service system
- Actionable business insights with call detail records through visuallyrich dashboard
- Robust security with MFA-based logins and encrypted communications
