Back to Case studyRecruitment Agency Builds a Path for Continuous Innovation in Voice Operations by Choosing Smartflo as its Cloud Contact Centre
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Based in Pune, the company provides staffing services, bridging the gap between job seekers and the organisations that seek to hire them. It connects different segments of the recruitment landscape with a deep understanding of business requirements and detailed screening of candidates’ skills.
to Information Technology (IT), Fast Moving Consumer Goods (FMCG), Banking, Finance, Services and Insurance (BFSI), logistics, e-commerce and retail segments, the agency facilitates mid to senior level hiring. Also, it helps its clients in mass hiring campaigns.
The company needed to set up a comprehensive contact centre to give business clients and job applicants a direct channel to connect with its team. Aware of the benefits of Cloud-hosted telephony, the company wanted a web-based portal for voice services and finalised Smartflo offered by Tata Tele Business Services (TTBS) as one of its options.
Smartflo’s compatibility for a range of platforms and operating systems - Windows, iOS and Android, its ease of use, and the facility of automatic upgrades for an engaging experience attracted the management team to the software. After the demonstration, they asked our solution architects to deploy the same for their company.
Business Challenges
The agency had to handle a considerable volume of calls made by its business clients and the candidates applying for jobs in its routine operations. It also made outbound calls to update these entities on relevant matters. Managing such processes was challenging due to the lack of an organised contact centre system.
The team had to refer to different applications and spreadsheets for their accounts & details and records of recent past interactions to give them the correct information.
In setting up a full-fledged call centre, the company wanted to avoid capital expenditure (CapEx) on hardware and cabling. It needed a secure cloud-native solution that would:
- Allow service associates to manage incoming and outgoing calls from anywhere
- Enable supervisors to monitor and record calls for feedback
- Maintain details of voice services with phone numbers of missed calls, call durations, logged time and duration of breaks taken by associates
The company sought a solution that would be easy and cost-effective. The company needed the uptime backed by an end-to-end Service-Level Agreement (SLA).
TTBS Solution
TTBS configured its Cloud-communication suite Smartflo with 10 channels for the company. The web-based contact centre system could be set up for desktop or mobile devices with Interactive voice response (IVR), automatic call distribution facilities for inbound calls and an automated dialler for outbound calls.
With Smartflo’s smooth application programming interface (API), we integrated Smartflo with the company’s Customer Relationship Management (CRM) software. The associates could easily access details relevant to a customer while talking to them through the platform.
Without a traditional contact centre setup involving significant upfront investment and regular maintenance, the recruitment company received numerous intuitive features for its voice-based customer service:
- The Cloud-native solution provided the associates with the flexibility to work from office, home or other locations.
- Supervisors’ accounts enabled monitoring of any live call for quality assessment and recording for feedback and training purposes.
- Supervisors could use the ‘whisper line’ in real-time to help an agent who appeared nervous or was unable to provide the correct answers to the customer.
- Smartflo’s dashboard gave a single-pane view of all the calls handled during the day, their durations and the missed calls so that the team could call back to resolve the callers’ concerns.
- Besides, the dashboard reflected total staffed time, login-logout time and break reports for individual associates.
The company leadership had to order additional channels to scale up the service with a plug-and-play solution that could seamlessly keep up with the changing business requirements.
We maintain an uptime of more than 99% and monitor the service for flawless performance. In case of a technical glitch, the team will address the concern within the meantime-to-resolve mentioned in the SLA.
With Smartflo, companies not only meet their hybrid work model objectives but also collect actionable insights from every conversation to keep improving their processes. It also nurtures efficiency, productivity and innovation in contact centre operations. The customer is now able to manage calls with a few clicks and provide better services without getting stressed.
Benefits
- Enhanced productivity enabled by timely and efficient communication with businesses and candidates
- Resilient security layers comprising multi-factor authentication-based login and encrypted communication
- Robust business continuity with high uptime and flexibility to work from any location
- Measurable cost-savings on deployment, maintenance and scaling of telephony infrastructure
- Improved customer experience with IVR-based call routing and quick connect with the concerned personnel
