Back to Case studySmartflo-Driven Full-Featured Virtual Contact Centre
ShareIntroduction
Founded by a retired IAS officer in 1996, the organisation is an educational institution working in the fields of personality development, career counselling and preparation for competitive examinations. The faculty trains students who aspire to join central and state civil services.
Its three centres –two in Pune and one in Mumbai–and eight affiliation agencies in Maharashtr a together register over 1,500 student enrolments each year. Around 2,000 additional students join the institution’s periodic workshops and training.
When the pandemic disrupted normal operations in the education industry, the institution successfully transitioned from its physical classroom teaching mode to a virtual environment for daily classes. However, it was facing challenges in handling inquiries from new candidates who wished to join the coaching programmes.
Business Challenges
The organisation’s sales funnel was built by delivering its complimentary content through workshops and seminars and actively generating leads through digital marketing. The next step was to follow up with those interested in its offerings and also handle incoming leads’ inquiries. This became challenging because:
- The organisation lacked thereliable technology for establishing a formal contact centre infrastructure.
- It had already made five different mobile phone numbers public to manage the incoming calls. Some teammembers had to be available to handle the inquiries received at various times of the day.
- There was no way to monitor the incoming calls, the way they were handled, and to check if they actually brought a lead for the institution.
Without a proper contact centre setup, it was also difficult to track the nature of inquiries and the phone numbers that could be called back for follow-ups and lead generation.
The organisation wanted to leverage VoIP technology in setting up its contact centre. It also needed simple-to-use features to monitor conversations, record them, and download reports on the calls received each day.
TTBS Solution
To give the customer a straightforward yet featurerich VoIP contact centre, Tata Tele Business Services (TTBS) offered the customer Smartflo–our industry-leading cloud telephony service.
We deployed 20 channels for their 20 –member team that was allocated the task of administering the phone calls.
- The agents could now handle multiple calls collectively, and the institution had to publish only one contact number as its official number. This improved the workload distribution for the employees while making call handling more effective.
- All calls could now be monitored and recorded to analyse agents’ handling capabilities, give feedback, and identify their training requirements.
- Being a cloud tool, Smartflo simplified the maintenance of call logs and analytics reports with its call detail records (CDRs).
Smartflo’s deployment enabled the organisation to utilise its existing manpower to handle calls better and capture leads efficiently.
TTBS configured the complete system with in seven days. The team also found Smartflo’s web-based interface easy to understand, with call logs looking as simple as they appear on smartphones. Answering calls needed no complex devices and could be operated with a computer / mobile device, a headset, and an internet connection.
Benefits
- Optimised workload distribution among all agents
- Custom IVR to route calls as per the nature of callers’ questions
- as per the nature of callers’ questions
- More effective lead capturing for business
- Higher productivity and reduced incidents of missed calls
- Improved call handling qualities with regular monitoring and pertinent feedback
- Better caller engagement for brand building
- Ease of monitoring daily call volumes and performance with KPI-integrated analytics and dashboard views
- Enterprise-grade securityand reliability and reliability
