The bank had two toll-free numbers for its inbound 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 workforce 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 numbers 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 introduced Smartflo as a solution with the following benefits
- Ease of customer issues resolution without elaborate telecommunication setup
- Consistent and high levels of service quality despite a distributed workforce
- Simplified recording of call details for performance evaluation
- Better customer experience with timely resolution of concerns
- A cost-effective and easy-to-scale contact centre architecture