Back to Case studySmartflo Optimises Helpdesk Solutions for Private Bank’s Data Processing and Customer Service Unit
ShareIntroduction
As a subsidiary of a multinational investment bank, the customer provides contact centre and data entry services on behalf of the organisation’s banking and financial solutions segment.
Its services span retail banking, wealth management, commercial banking, capital and money markets, equities, credit and foreign exchange.
Business Challenges
To serve the bank’s Non-Resident Indian (NRI) customers, the organisation had set up an inbound helpdesk reachable via toll-free and public switched telephone network, or PSTN, phone numbers. The calls were answered by customer services executives in India.
- The problem surfaced when the helpdesk for NRI customers was moved to Manila in the Philippines. The enterprise was challenged to restructure the infrastructure in a way that the calls hitting the India PSTN numbers could be automatically transferred to the Philippines.
- Our customer also wanted to ensure that the solution they use is compliant with Department of Telecommunications (DOT) regulations.
- The third perplexing requirement was retaining the existing PSTN numbers to maintain customer experience and avoid any confusion for callers.
In line with the evolving contact centre industry trends, the organisation was looking for a feature-rich system. It needed call-routing customisation abilities and agent performance analytics, including average call handling time and total staffed time. Keeping records of daily call flows, call barging and live monitoring of agents were other expected attributes.
TTBS Solution
TTBS offered its cloud-based contact centre solution Smartflo to the customer. Among other handy functionalities, Smartflo’s call patching facility simplified the transfer of calls received on India-based PSTN numbers to agents in Manila.
- Being a cloud platform, Smartflo was deployed with zero capital expenditure (CapEx) and involved no hardware or equipment setups on the customer’s premises.
- It helped the organisation tailor its call routing for specialised agents to resolve callers’ concerns quickly. Smartflo also brought the sticky agent feature for repeat callers to converse with the agent they had interacted with on previous occasions.
- The software’s smart multilevel interactive voice response (IVR) menus helped capture callers’ dual-tone multifrequency (DTMF) inputs to provide account information, service requests’ status, and other details before directing them to the most suitable source for their query resolution. A text-to-speech personalised message service supported this IVR.
- As an integrated solution for inbound call centres, Smartflo enabled our customer to track and monitor the number of their daily calls effectively.
- The organisation got a comprehensive dashboard to check the date, time, and duration of each call along with multiple parameters – including call handling time – to analyse agents’ performance. The quality analysts and supervisors could view and download these reports to give constructive feedback to agents.
Smartflo roll-out by TTBS was really hassle-free, and it helped redirect calls without investing in complex infrastructure. They also got an IVR packed with information for customers. By moving to this cloud-based contact centre, the client could record improvements in both their customers’ experience and agents’ productivity.
Benefits
- Smartflo: Business continuity with 99.5% uptime for seamless contact centre operations
- Improved customer experience with a frictionless resolution of concerns
- On-demand scalability to increase or decrease the number of agents handling call volume
- DOT-compliant solution for secure transfer of calls to Manila
