Back to Case studyPune-Based Higher Education Institution Builds a Full-Scale Voice Support Helpline for Students with TTBS Smartflo
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Based in Pune, the education centre was accorded a deemed university status in 1996 for its academic excellence and special programmes in innovative and evolving domains.
The institution provides more than 250 courses in multiple disciplines through its eight campuses and has hubs for online education and distance learning. Besides admitting students from urban and rural areas of India, it attracts several from other countries. It has 29 constituent establishments that include three dedicated research centres.
Committed to providing quality education to students in their chosen fields, the deemed university manages state-of-the-art infrastructure and facilities for teaching and learning. It actively collaborates with other national and international bodies to fulfil its objective of maintaining continuous excellence in education and support for career-building.
The institute’s administrative team needed a structured contact centre system to handle the high call volume regarding admission queries, questions about courses offered, hostel facilities, research services and placements.
With their digital awareness and understanding of Voice Over Internet Protocol (VoIP) technology benefits, the administrators preferred a Cloud platform for calling. The institute selected Tata Tele Business Services (TTBS) Smartflo as their final choice due to its user-friendly interface, inbuilt security features and seamless scalability.
Business Challenges
Running multiple courses in fields that range from arts, social science and commerce to engineering, medical services and law, the institution numerous calls for admissions and other queries from students, their parents and its entities.
It was challenging to handle the surge in call volume and the diverse nature of enquiries without transferring them to subject matter experts. Configuring an Interactive Voice Response (IVR) with traditional call centre telephony is complex. Therefore, the deemed university preferred a Cloud-native platform.
Besides automatic call routing, the team required some other features in its VoIP application:
- Smartflo had to be integrated with the institution’s Customer Relationship Management (CRM) software so that the associates could refer to the details for existing students/repeat callers while interacting with them.
- Need for an intuitive outbound calling system to avoid errors in manual dialing of phone numbers for lead generation and response on pending queries
- Maintain a record of inbound and outbound calls received to understand the nature of queries frequently handled by the associates and their abilities to provide First Call Resolution (FCR).
As per its privacy policies and standard operating procedures, the institution must ensure the communication is encrypted. The institute needed reliable calling software with high uptime for seamless business continuity.
TTBS Solution
In sync with the team’s requirements, TTBS offered its managed enterprise-grade Cloud communication suite Smartflo to the deemed university with 30 channels.
Users could log in to the calling interface from their laptops, desktops or smartphones and proceed with conversations by plugging in headphones. In case of an outbound call from a personal mobile number, their number is masked, and the assigned pilot number acts as a bridge between the parties.
Benefits
- Improved FCR rates with a caller-opted transfer of queries to appropriate departments
- Improved team productivity built by CRM integration and handling of concerns by specialists
- Work-from-anywhere flexibility with Cloud platform for inbound and outbound campaign management
- Work-from-anywhere flexibility with Cloud platform for inbound and outbound campaign management
- Resilient business continuity with multiple security features and SLA-backed uptime
