Back to Case studyTTBS Smartflo Helps a Stockbroker Firm Innovate its Contact Centre Service for a Better Customer Experience
ShareIntroduction
Headquartered in Nagpur, the enterprise is a stockbroker company providing a platform for investors to learn about and invest in the best trade stocks, mutual funds, futures and options, government securities and gold bonds.
Investors can use customised tools to analyse markets and choose the best investment avenues to park their funds. The company also offers stock market training and services related to property sales and startup ventures. Its disruptive pricing models and in-house technologies for trading make it one of India’s most trusted stock advisory firms in India.
Catering to thousands of customers with different investment preferences, the company wanted to run a centrally managed contact centre to provide personalised services. It needed a plug-and-play telephony platform that would be easy and cost-effective.
While checking the available options, the IT team browsed through the features of Smartflo – the Cloud contact centre solution offered by Tata Tele Business Services (TTBS). Our software’s intuitive user interface, easily customizable Interactive voice response (IVR) and smooth scalability were the key differentiators that made it the stockbroker company’s choice.
Business Challenges
The company was not satisfied with its on-premise telephone service, which offered limited functionalities and was costly. While the call volume increased with the business growth, it was challenging to scale the contact centre’s capability.
It was vital to make voice-based customer service more systematic To ensure the quality of operation is not affected even when employees remotely, the management team decided to adopt a Cloud-native call centre.
The software had to tick all the right boxes with tailored features for inbound and outbound calling:
- The team needed an IVR to route calls to different departments and agents as per the selections made by the callers
- For lead generation reverts on missed calls and to contact customers for resolution of pending queries, the company had to set up an effective dialler service integrated with its Customer Relationship Management (CRM) database
- There was a need for call recording to analyse agent performance and customer expectations
The company also expected a dashboard that would reflect the duration of all conversations and the staff’s logged-in time for each workday. Besides, it wanted enterprise-grade security features.
TTBS Solution
solution architect deployed TTBS Smartflo for the company with 20 channels to support inbound and outbound calling operations.
As a feature-packed Cloud communication suite, Smartflo started demonstrating its value instantly.
Customer service agents could use Smartflo on any desktop, laptop, or smartphone. They could work remotely, and if they call a customer’s number, the agent’s mobile number would be masked.
As Smartflo is a web-based calling solution, the company started saving on the maintenance cost related to on-premise telephone infrastructure. Smartflo had all the attributes that the company needed to manage its increasing volume of calls smoothly:
- Its multi-level IVR directed the incoming calls to relevant departments and available agents, eliminating the need for manual call transfers and expediting the resolution of queries.
- It also had a sticky agent feature that enables routing to the same agent for seven days – the customers can reconnect with the same agent who is aware of the customers’ concerns.
- Smartflo’s automated dialler made outbound campaigns more efficient – it helped the team become more responsive on missed calls and clear the backlog of pending queries.
- Quality analysts had accounts with special privileges to monitor and record any call for feedback and training.
- The web-based dashboard captured complete call logs with phone numbers, call durations, hold-time, agent break durations and the logged-in hours of the team.
Protected by multi-factor authentication, Smartflo had a secure login system, and any unauthorised agent could not snoop interactions on the portal due to 128-bit encryption.
Smartflo blended smoothly into the customer’s technologybased operations, helping them address queries faster and make outbound campaigns more productive.
Benefits
- Improved customer experience with IVR based call routing to agents
- Enhanced decision making based on the data collected from all interactions
- Anytime-anywhere communication through wired and wireless devices connected to the internet
- Seamless scalability to add more channels for handling the increasing number of call volumes
- Business continuity assurance backed by 99.5% uptime and automatic software updates
