Back to Case studyFlourishing Education Society Builds Mature Contact Centre in the Cloud using Smartflo
ShareHighlights
- Smartflo: Stronger brand building with a toll-free number and IVRsupported call routing
- Remote work flexibility with device-agnostic virtual contact centre
- Actionable insights from call logs for each institution
- Quick deployment and cost-savings on hardware for legacy contact centres
- Simplified call recording to evaluate counsellors’ performance and give feedback
- Seamless scalability to keep up with changing requirements
Introduction
The organisation is an educational trust founded in 1979 by Late Dr Raj Singh (exHead, Chemistry Department in Udai Pratap Autonomous College, Varanasi) in his spiritual guide’s name.
Dr Singh started the society with an English medium co-educational school in an old muth building in Varanasi, receiving CBSE affiliation in 1986 and advancing to senior secondary level in 1992. The trust established a residential academy a decade later, and in 2010, it started a college offering BSc and BCom courses.
The organisation needed to set up a contact centre for all its institutions to answer students’ and parents’ queries effectively. While checking its options for cloud-based telephony solutions, it noticed Smartflo and contacted Tata Tele Business Services (TTBS) for product details.
An online demo convinced the organisation of Smartflo’s effectiveness in facilitating personalised services for existing students and admission seekers. The management team promptly signed up for the solution.
Business Challenges
The trust wanted a single toll-free number for a small contact centre circumventing on-premise infrastructure. The service was to be managed by only five counsellors initially. A cloud-based system that could be used securely from any device and scaled for more agents whenever required was the ideal solution.
While procuring its virtual contact centre from a reliable service provider, the trust also wanted to cover specific business needs:
- The calls for different institutions had to be directed to specific counsellors and further segregated per their nature – admissions, transportation, hostel facility, fee payments, and others.
- It planned to trace all incoming calls that agents could not answer directly or missed due to non-availability on holidays.
- The team preferred quick implementation for the contact centre and needed a user-friendly outbound calling facility to connect with students for essential updates.
To measure the call centre’s business value, the organisation wanted to check call detail records (CDRs), the kind of queries received most frequently, and the efficiency of counsellors at managing each interaction.
TTBS Solution
TTBS deployed Smartflo for the education trust with ten channels for its five counsellors and a toll-free number. It enabled them to answer incoming queries and dial out calls wherever required.
The team could use this cloud communication suite from any desktop, laptop, tablet, or smartphone by simply logging into the web interface or mobile application. They only had to connect a headset with a microphone to receive and make calls.
With its custom features, Smartflo also met the trust’s specified requirements
- We configured a multilevel IVR with a welcome greeting, language selection, and the choice of the institution to which the call was intended.
- Crossing the first level of IVR options directed callers to specify further their reason for calling, such as admissions, fee-related queries, course details, transportation, hostel, and others, routing the call to the right person for quick resolutions.
- Smartflo captured all inbound and outbound call logs on its digital dashboard. The IVR segregation helped understand the nature of queries received.
- The team could trace and revert to the missed calls, optimising students’ experience with the institutions.
- We integrated Smartflo with their student database for direct access to contact numbers. The counsellors merely had to click the concerned number on their screen for outbound calling.
Besides checking the CDRs to check the contact centre’s productivity, the management team could even barge into any live call to assess a counsellor’s ability at handling conversations with students and parents.
All users’ logins to Smartflo accounts were secure with strong passwords and multilevel authentication.
Smartflo maximised the education trust’s ROI from a contact centre solution by providing all call management features in the software that also encrypts communication for privacy.
