Back to Case studyIT Company Automates its Way to a More Customer Centric Contact Centre Operations with SmartFlo
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Empowering its clients with a strategic approach to communication, the organisation provides inbound and outbound calling solutions for B2B and B2C campaigns. It has trained and experienced customer service specialists who make interactions focused and engaging to drive positive outcomes for all stakeholders.
Not happy with inefficient call recordings and the lack of reporting features on the legacy systems it had been using, the company looked for a better contact centre infrastructure. It was introduced to Smartflo – Tata Tele Business Services’ hosted PBX and cloud telephony suite ¬– at a customer event organised by TTBS.
After checking the product’s features in detail through a demo link, the management chose Smartflo for its flexible and modernised architecture. Smartflo’s softphone compatibility, automatic call routing, customisable IVR, sticky agent feature, auto-dialler, and depth of reporting were some of the features that attracted the customer’s interest.
Business Challenges
While evaluating contact centre solution providers, the customer team’s top priority was finding a system with ease of administration and quick access to call data to make informed decisions.
Managing
- With no visibility into call volumes, hold time, and other key metrics, the company lacked the supportive data required to optimise staffing in different campaigns.
- The enterprise wanted to empower its agents with caller information to help them deliver better support and make more targeted sales calls. For this, a customisable IVR was also required.
- The legacy on-premises contact centre system did not give agents an optimal average speed-to-answer time. Also, the supervisors could not monitor when the agents were available, off-line, or involved in calls, nor how effectively they responded to queries.
To make contact centre operations more flexible, the IT organisation also wanted a hybrid working facility – from office and home – for all employees. They preferred the use of cost-effective softphones for calling and to minimise infrastructure expenses.
TTBS Solution
We deployed Smartflo to give the team an easy-to-manage contact centre alongside data visibility to improve operations. Using this enterprise-grade cloudphone and hosted PBX solution, the agents could serve their global customers more effectively.
- In-depth call detail records (CDRs) allowed supervisors to make better staffing decisions. They could adjust the number of agents in different campaigns as per the expected inbound call volumes and outbound calls to be dialled. The ability to barge into and record live calls helped give unbiased feedback.
- Leads and enquiries for services could be captured and edited directly on Smartflo’s web platform. And its predictive dialler automated the outbound dialling process, leading to higher productivity. Our hosted solution also offered a click-to-call feature for manual dialling where required.
- The integration with customer database/CRM helped flash all callerrelated information on the screen for more effective handling of inbound calls.
As the company expands its services for enterprises across industries, it can now leverage Smartflo’s future-ready attributes to take its customer experience to the next level.
Having deployed this web-based contact centre that offers valuable insights for business improvement, TTBS continues to provide tech support as required and maintains the promised uptime under an SLA.
Upgrading the contact centre platform for inbound and outbound calling, Smartflo empowered agents to improve customer experience. It also gave detailed dashboards for more impactful business decisions.
Benefits
- Smartflo: Increase in agent productivity with automation of previously manual tasks
- Flexibility for remote working and usage of softphones or mobiles with number masking
- More effective and personalised interactions enabled by access to data tied to each customer/lead
- Cost savings on purchase and maintenance of physical equipment
- Ease of giving constructive feedback based on call monitoring and recorded clips
- Quick deployment and scaling for seamless business operations
- Growth in first-time resolutions with automatic call routing and sticky agent feature.
