Back to Case studyIndia’s Third-Largest Private Bank Improves Customer Experience With Smartflo
ShareHighlights
- TTBS offered smartflo solution to a private bank that helped them better cutomer experience & service quality along with ease in customer issue resolution. Visit us!
- Better customer experience with timely resolution of concerns
- Consistent and high levels of service quality despite a distributed workforce
- A cost-effective and easy-to-scale contact centre architecture
- Simplified recording of call details for performance evaluation
Introduction
The customer is an established private sector bank providing pan-India financial services to individuals, businesses, and agriculture segments. Besides countrywide domestic branches and ATMs, it also maintains virtual centres to serve its customers effectively.
As a leading bank in the country, the organisation has received several awards at national and international BFSI events.
Business Challenges
The bank had two toll-free numbers for its in bound contact centre. Its team of 1,500 agents managed and handled call volumes of six to seven lakh calls per month. Abandoned or missed calls and those where first-call resolution (FCR) could not be provided required the agents to call back the customers.
- When the pandemic forced 70% of its contact centre work force to work from home, the call-back executives had to use their personal mobile phones to contact the customers, adversely impacting the quality of operations. Also, for privacy reasons and to preserve the brand image, the bank did not want to expose their agents’ mobile umbers for these outbound calls.
- To address work-from-home issues, the organisation also needed a simplified login-based functionality for their agents to make calls from digital devices. It wanted click-to-call functionality integrated with the database maintained for customers’ contact numbers.
- Another requirement was to track the number of calls made each day and record them for future reference.
Aware of the remote work feasibility afforded by cloud technology, the bank was looking for a web-based contact centre to enable seamless resolution of their customers’ concerns.
They also expected a simple admin portal to maintain data of all agents, including their names, user IDs, phone numbers, and email IDs. Once the agent’s profile was created on this platform, they could get login credentials and begin using the contact centre services.
Lastly, the supervisors needed to view and download reports for all agents along with all the conversation recordings.
TTBS Solution
Tata Tele Business Services (TTBS) offered its cloud-based contact centre solution Smartflo-with an outbound PSTN calling facility-to the bank. We provided a single Session Initiation Protocol (SIP) Trunk connected with the platform to facilitate outbound calls over the internet.
The SIP Trunk was provisioned with one main pilot number and a certain number of concurrent channels and Direct Inward Dialing (DID) numbers per the bank’s requisites. More channels and DIDs could beaded infuture if the bank needed to scale its service.
- Smartflo allowed the bank’s agents to make calls using internet connectivity on their devices. They could access the service with any browser on their desktop or the Smartflo mobile app on their Android phones. While the agents still used their phones to speak to the bank’s customers, their personal numbers were not displayed.
- To ensure that only authorised agents are making the calls, the bank could customise the user management section and add its own IP addresses in the ‘Allowed IPs’ field of the Smartflo interface. This facilitated the dialing of calls exclusively through the bank’s IP.
- The supervisors could also initiate outbound calling campaigns using internet connectivity. They could check the agents’ status and the details of answered, missed, and ongoing calls and calls in waiting.
- Smartflo further enabled the contact centre supervisors to download the reports and call recordings for agents. This simplified the feedback process for agents and helped maintain concrete records for their appraisals.
