Back to Case studyReputed BPO Adopts Cloud Technology Smartflo to Upgrade Voice Support Ops
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As a rapidly growing ITeS company, the organisation provides BPO solutions to BFSI enterprises, handling their inbound customer service operations and running outbound campaigns for lead generation and collections. It also issues reminders on loan dues, credit card bills, and other overdue payments.
Although the company already had its legacy infrastructure for contact centre services, it needed to migrate to a cloud-based setup to scale operations and support the work-from-home model.
Having been in the industry for quite some time, it had a clear idea of what it wanted from contact centre software. Since Tata Tele Business Services (TTBS) Smartflo checked all the boxes on their list, the leadership team chose the product for their virtual BPO infrastructure
Business Challenges
The company relied on traditional on-premise contact centre architecture to serve its customers. However, their expanding operations’ growing inbound and outbound call volumes were beyond their legacy setup capacity. It became necessary to upgrade to a virtual infrastructure that could match pace with business growth.
When the COVID-19 outbreak necessitated remote work norms for most businesses, the company also adopted a hybrid work model. It required an open VPN solution to build secure communication channels and allow its employees to join their calling campaigns from anywhere.
As a company entrusted with BFSI organisations’ work, its contact centre in the cloud had to address some specific challenges:
- The callers had to be instantly connected to suitable agents to resolve concerns such as filing insurance claims, failed monetary transactions, unknown charges on bills, account statement requests, missed EMIs, and branch experiences, among others.
- The quality analysts (QAs) were to monitor a certain number of calls each day to ensure the team’s compliance with the service level agreement (SLA) provided to the clients.
- It was necessary to integrate the CRM databases for different clients with the call management software so that agents need not check multiple applications while talking to a customer and resolve concerns without frequent use of the ‘hold’ button.
The organisation was also looking forward to a comprehensive reporting and analytics feature in its new contact centre system to measure team productivity and track key metrics for calling campaigns.
TTBS Solution
TTBS helped the BPO transition smoothly to a feature-packed Contact Centre as a Service (CCaaS) solution. We deployed Smartflo as its standard voice service platform for inbound and outbound campaigns. After a quick demo, the experienced team got well-versed with the software’s working and was ready to handle live calls.
Agents could log in to their sessions via any desktop or laptop and simply needed to plug in a headset into the device for making and receiving calls. Irrespective of their work locations, the communication was channelled on a VPN with 128-bit encryption for security.
Smartflo had all the attributes the team expected from its new digital infrastructure:
- A multilevel IVR directed incoming calls to relevant groups and agents, enabling quick resolution without placing callers on hold or transferring callers from one extension to another.
- The QAs had their role-based privilege to barge into any call for agent performance evaluation. They could use Smartflo’s ‘whisper’ line to support agents who needed help in conversing more efficiently with a customer.
- Smartflo’s API and webhook integration features were used to combine it with the CRMs used by different teams, saving time and effort in query resolution.
- The BPO had Smartflo’s progressive and predictive in-built diallers to automate its outgoing calls for more productive services.
The organisation could now extend its voice services to stay synced with business growth. Smartflo enabled them to manage the burgeoning call volumes following the pandemic and deliver better customer experiences.
TTBS maintains an uptime of 99.5% with this CCaaS solution and offers roundthe-clock helpdesk support to address the team’s queries.
Designed with open standards, Smartflo can integrate with any third-party system, application, or database to help contact centre associates share the right details with a customer and make informed decisions while handling a call.
Benefits
- Smartflo: Seamless scalability to stay attuned to customer demands
- Conversations compliant with the organisation’s metrics enabled by regular monitoring and real-time supervisor support
- Work-from-anywhere flexibility with virtual infrastructure accessible on any device
- Optimised staffing based on call volume reports for all campaigns
- Improved customer service through rapid resolutions and better peak-hours management
- Cost savings on the maintenance and scaling of on-premise infrastructure
