Business Consultancy firm transforms contact center operations with Smartflo's innovative features

Nov 2021 | CASE STUDY

business consultancy firm transforms contact center operations with smartflos innovative features

The Requirement

The organisation sought a feature-rich contact centre infrastructure to handle its customers’ queries for sales, service, and technical support. As a business consultancy, the firm found it essential to maintain seamless connectivity with clients.

The issues making a traditional call centre unsuitable for its requirements were:

  • Agents had to manage inbound and outbound call campaigns from both office and home as per the company’s hybrid work model.
  • The organisation needed a systematic IVR on its contact centre platform and easily accessible call logs
  • Its existing setup did not have a call-recording functionality to evaluate agents’ performance.

The company’s customer support operations had already suffered when the pandemic forced agents to work remotely. It was essential to upgrade to a cloudbased contact centre platform to maintain business continuity and ensure data privacy in its calling operations.

Benefits

Number masking for employees’ mobile phones used in outbound calling

Automatic call routing to appropriate resources for quick resolution

Sticky agent feature to provide better responses to customers

Comprehensive call detail records with visually rich statistics on calls received and made, average call-handling time, total logged-in time, and inquiries chosen by callers on the IVR

Ease of call recording and barging

API integration with Zoho CRM to make the outbound calling campaign more productive

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