Global "Big 4" Accounting Firm Adopts Smartflo To Eliminate CapEx And Facilitate Remote Working

Sep 2021 | CASE STUDY

global big 4 accounting firm adopts smartflo to eliminate capex and facilitate remote working

The Requirement

Setting up its cloud-based contact centre, the organisation needed a single toll-free number with intelligent routing capabilities. The facility was to be customised for a new project offering consultancy services to their clients in India.

The key challenges to be addressed were:

  • The existing contact centre infrastructure did not allow call distribution to agents working from home.
  • Shift-based routing was requisite, prompting the organisation to look for intelligent call distribution between the agents managing the telephonic consulting services.
  • The organisation also needed a call recording facility with details such as the number of calls answered, staffed time, and average call handling time to gauge agents’ overall productivity and individual performance.

The toll-free number was to be made accessible across India as well as globally.

Benefits

  • Quick deployment of contact centre services for resilient business continuity and consistent customer experience
  • Remote work flexibility allowing employees to work from anywhere, answering calls from their own mobile phones
  • Call monitoring and recording convenience for supervisors
  • Improved productivity with integrated apps and simple infrastructure to respond to callers
  • Zero CapEx model that also afforded cost savings on the annual maintenance charges, typical to traditional contact centre setups

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