Financial Services Firm Sets Up a Centralised Service Desk to Enhance Customer Service with Hosted IVR


Highlights

  • Hosted IVR: Cost savings by the customer on account of zero capital investment
  • Cloud based solution with future ready capabilities
  • Service quality on par with Telcos
  • Easily scalable based on the customer’s business requirements
  • High reliability of the provided solution

Introduction

The customer is based in Mumbai and launched its services in 2016 as an accounting, taxation and financial services firm

Business Challenges

The customer wanted to create a service desk in their main office in Mumbai for receiving calls from their Pan India customer base They also wanted to set up a toll free number to provide end customers with free call services They further sought a reporting and recording mechanism to track the day to day calls, as well as to connect their various regional distribution companies

TTBS Solution

  • TTBS recommended a HIVR (Cloud Hosted IVR) solution with an advanced option consisting of 20 channels
  • The solution had 30 days of call recordings and standard reports
  • TTBS provided the customer with the requisite audio files for prompts in appropriate formats

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