Back to Case studyDiversified Business Conglomerate Improves Contact Centre Responsiveness with SmartFlo
ShareHighlights
- Smartflo: Multilevel IVR to organise call flows for two separate business divisions
- Flexibility of working from home for all agents
- Instant updates in CDRs for incoming and outgoing calls
- Centralised monitoring of live calls and the ability to record clips for reference
- Convenience of retaining the original PRI and virtual numbers with an upgraded contact centre setup
- High uptime and no single point of failure on the cloud-based contact centre
Introduction
As a reputable business group of India, our customer is active in multiple verticals that include renewable energy, FMCG products, digital marketing, hotels, and amusement and water parks. The established family enterprise draws upon its elder generations’ experiences and the innovative thinking of young leaders to serve customers in engaging ways.
The company approached Tata Tele Business Services (TTBS) when it needed an active contact centre for two of its business segments – an amusement park and an educational institution offering B.Ed and other courses. The incoming calls had to be effectively answered by a separate team of agents.
Business Challenges
When the global pandemic disrupted the organisation’s amusement and water park operations, the park’s closure not only resulted in a revenue loss but also created difficulties in handling visitors’ queries.
The company had to address the concerns of customers who had pre-booked the venue for events and sought a refund of the advance paid. It was also receiving calls from patrons who wanted to know when the park would re-open and accept new bookings.
Moreover, the business group-run educational institution also needed a structured contact centre to handle inquiries from existing students and admission seekers.
It became more challenging to manage these issues because:
- The agents were working from home and remote locations
- The existing customer service setup did not allow the company to capture the details of incoming calls for the amusement park and the educational institution.
- It also wanted an auto-attendant on the IVR to systematically route the calls received for both businesses basis the query nature – refunds, new bookings, and re-opening date/admissions, online classes, course details.
The organisation had been using its PRI and virtual numbers for quite some time. As these were published on all marketing platforms and were known to their customers, it did not want new numbers for the upgraded contact centre.
Moving to a cloud-based infrastructure was a logical decision considering the group’s requirements and expectations.
TTBS had a customised cloud telephony and hosted-PBX platform with multiple features, prompting the company to contact our team for deploying the new solution.
TTBS Solution
To address the customer’s needs, TTBS provided Smartflo – our secure, managed, and enterprise-grade cloudphone service that comes with bespoke inbound and outbound calling suites. Its ease of accessibility from any device allowed employees to work from home and manage calls from softphones or mobiles.
- Smartflo’s web-based interface helped the organisation capture all call data and maintain daily call details records (CDR). Administrators could download the information to check call volumes, nature of queries, average call handling time, and other details needed in their analysis.
- With this cloud telephony service, our customer also got an autoattendant and out-of-office-hours answering machine. In addition, Smartflo had a dual-tone multifrequency (DTMF) capturing attribute to enable callbacks for unanswered calls.
- We implemented two multilevel IVRs in this setup – one for the amusement park and the other for the educational institution. This helped to segregate the calls and route them to the right teams for resolutions.
- The incoming calls hitting the existing PRI numbers and the virtual mobile numbers were seamlessly forwarded to Smartflo’s DID numbers.
We also streamlined the outbound calling service for the company. Our hosted PBX platform enabled the agents to call customers using the click-to-call feature embedded in the cloud interface.
All calls – inbound and outbound – could be recorded, and CDRs could be referred to for evaluating agents’ performance, irrespective of their work locations.
Smartflo was deployed to split the queries meant for an amusement park and an educational institution for quicker resolutions. Its CDRs and call recording abilities supported the organisation in evidence-based performance evaluation.
