Back to Case studyFintech Company Improves In-House Productivity With Hosted IVR System
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The customer is a fintech company involved in providing payment gateway solutions to online businesses through its cutting edge and award-winning technologies In India, they serve more than 450000 merchants with over 100 payment methods and are the preferred payment partner for 60 of the ecommerce players.
Business Challenge
The customer needed an always on platform to service their in-house admin/HR/legal staff so that they could be reached effectively in a work from home scenario. Along with this, they also needed centralised reporting of all call details for tracking calls made to different departments. They further needed recordings of at least a month’s calls so that they could listen and audit the conversations.
TTBS Solution
- TTBS devised a custom IVR with menu options designed especially for hassle free routing of calls to the right departments
- We also enabled professionally recorded audio prompts for this application
- IVR support was provided to the employees on a 24 x 5 basis, with out of office and holiday prompts
- Detailed reports were provided for each call, enabling our customer to view timestamps and call duration
- The option of call conversation recording was also provided, allowing the admin to listen to and download the conversation for record keeping and auditing
- A web portal was provided to the portal admin with the facility to change audio prompts, change the department termination numbers, view reports and listen to/download the call recording files if needed
Benefits
- Hosted IVR: Improved communication within the company between departments, directly increasing productivity
- Process improvement enabled with the potential to close loop training
- Easy tracking of calls via detailed call reports
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