Back to Case studyPrivate University Sets up Dedicated Contact Centre on TTBS Smartflo to Manage Daily Enquiries, Boost Productivity
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Located near Kolkata, the organisation is an educational institution with a green campus surrounding several colleges in an area of about 28 acres. Its academic courses include graduate and post-graduate programs in management, law, arts, commerce, science streams, automobile engineering, civil engineering, electrical engineering and teacher training among others.
The institute has a vibrant student-teacher community that collaborates regularly with subject matter experts to keep building an innovative and creative academic culture for all colleges. As the organisation received hundreds of enquiries for admissions and details of courses it offered, the administration team needed a contact centre infrastructure for streamlined communication with the applicants. To keep call management simple, it preferred a Cloud-native setup instead of traditional telephony architecture.
Tata Tele Business Services (TTBS) is one of the most trusted telecom companies providing Cloud, SaaS, data connectivity and cyber security solutions to businesses in India. Our Cloud communication suite Smartflo has won the CIO Select Product Award 2021 and has been adopted by several enterprises in the Banking, Financial Services and Insurance BFSI, Information Technology (IT)/IT Enabled Services (ITeS), manufacturing and education verticals in India.
The educational institute’s IT team found Smartflo’s features easy to use compared to some other contact centre applications. The product could also be used for broadcasting promotional messages and sending automated updates to students. The IT head was pleased with our pricing structure and hence asked us to deploy the solution for their institution.
Business Challenges
Since the institution provided a variety of academic programmes, it routinely received a high volume of incoming calls for admission enquiries, updates on new courses and dates for different examinations. It needed an Interactive Voice Response (IVR) menu-based contact centre system to route such calls to appropriate departments for quick answers.
To proactively send voice messages for updates on seats available, upcoming entrance tests, fee payment notices and reminders for events organised by the institution, it was also essential to activate a broadcasting service. With the constant evolution of Cloud technology, users expect richer functionalities from the Software as a Service (SaaS) platforms they adopt. In this case, the institution wanted a Contact Centre as a Service (CCaaS) with some custom features:
- It sought the ability to monitor and record calls for quality assessment and future reference
- Besides broadcasting pre-recorded messages, an outbound calling service was needed to connect with leads and inform them about the courses available in the college.
- The IT team wanted to get the existing Customer Relationship Management (CRM) application integrated with the Cloud contact centre so that agents could access available information about students while interacting with them on any call.
The high availability of the Cloud application and its security attributes to keep the communication encrypted also mattered to the institution. It was looking for a Service-Level Agreement (SLA) based solution in this regard.
TTBS Solution
Our solution architect deployed the institution’s contact centre on TTBS Smartflo. A managed and enterprise-grade Cloud communication suite, the platform was also integrated with NoPaperForms (NPF) – an education CRM application used for digital enrolments of students, lead nurturing, campaign management, query resolution and marketing automation.
The incoming calls could now be routed to different teams and agents based on IVR menu inputs and the information stored in the CRM database. It helped in faster resolution of queries and lead conversion.
Smartflo’s message broadcasting feature enabled the marketing team to send custom updates and reminders to different students or groups of students. TTBS Cloud-native contact centre offered all other services that the institution expected:
- Supervisors could barge into and record any call to monitor agents’ communication abilities and process knowledge – the audio clips could be saved in Smartflo Cloud to be replayed for agents while giving them feedback.
- Our CCaaS has a dialler-based calling and click-to-call facility for a one-to-one conversation with any student.
- With CRM integration, the agents could access all available details while speaking to students or their parents on any inbound or outbound call.
Smartflo’s dashboard displayed complete data on the calls received, made and missed. It enabled agents to revert on missed interactions and gave the management team statistics on the contact centre’s productivity.
All Smartflo accounts are password protected and provide Multifactor Authentication (MFA) feature for more security. The communications remain secure with 128-bit Advanced Encryption Standard (AES) encryption. TTBS guaranteed SLAbacked availability and continues to provide round-the-clock technical assistance to all users.
Benefits
- Anytime-any device communication enables agents to stay productive from any work location
- Insightful dashboard displaying details on call durations and nature of queries resolved on a daily basis
- Improved student experience built by faster query resolution and proactive messages from the institution
- Cost-effective scalability not dependent on the addition of traditional telephony equipment
- Multiple security layers including MFA-based logins, encrypted calls and number masking for outbound calls
