Global IT Service Company Leverages Smartflo To Enable Covid 19 Helpline And Manage High Call Volumes

Aug 2021 | CASE STUDY

global it service company leverages smartflo to enable covid19 helpline and manage high call volumes

The Requirement

The organisation was providing COVID helpline services on a fixed phone number, which precluded the possibility of replacing it with any other cloud DID number. Also, the customer wanted to involve vendors, internal team, and the inbound contact centre partner handling the calls to deploy the solution.

The top issues that needed attention were:

  • Although the helpline number was published for the general public, their existing contact centre setup made it difficult for the team to handle multiple calls simultaneously
  • There was no support system to record the calls and maintain call log reports to monitor the service efficacy
  • The agents needed a solution that would enable them to take incoming calls on softphones while also checking complaint status for repeat callers and offer real-time updates on their query resolutions. Besides, the feasibility of accepting calls on mobile numbers was required as a backup in case anyone faced internet connectivity issues while working from home

The organisation also sought streamlined call distribution for automated outbound dialling to support COVID patients and their caregivers.

Solution

TTBS provided its cloud telephony solution Smartflo, providing a multitude of features to make helpline services more productive and end-user friendly.

Benefits

  • Seamless integration between COVID helpline service partners: BSNL, CRM administrators, and the team managing the contact centre infrastructure
  • Flexibility for handling multiple calls on the same DID number
  • Outbound call automation to record patient health data with customised reporting mechanism
  • Ease of call forwarding via IP/VPN and mobile
  • Data availability for call logs and performance analytics

DOWNLOAD CASE STUDY

Enter Name
Enter valid Email
Enter Organization Name
Enter Valid Mobile
You can unsubscribe from these communications at any time. For more information on how to unsubscribe, our privacy practices, and how we are committed to protecting and respecting your privacy, please review our Privacy Policy.

By clicking submit below, you consent to allow Tata Tele Business Services to store and process the personal information submitted above to provide you the content requested.
Call Call

New Customer:

1800 266 1800

Existing Customer:

1800 266 1515
Call Form Enquire
Cookie
We use cookies

to give you a better experience. By using our website you agree to our policies.