Introduction
An eminent player in the IT and ITeS sector, the company provides Business
Process Outsourcing (BPO) solutions in both voice and non-voice segments.
Handling the outsourced operations for businesses, helps them achieve their
customer service goals cost-effectively.
The company has invested in a balanced combination of manpower, technology,
research and analytics, enabling its cross-industry clients to address new business
challenges with digitally powered systems. Its services are known to deliver
several benefits including profit margin increase, round-the-clock support for
customers in any geography, and more time to focus on core business functions.
In sync with changing technologies for call centre processes, the company wanted
to future-proof its BPO infrastructure with a Cloud-native platform. This was also
necessary to facilitate work-from-home (WFH) services whenever required and
improve business continuity.
The company had attended one of the customer events organised by Tata Tele
Business Services (TTBS) and expressed interest in its Cloud-communication suite
Smartflo. When our team gave a detailed demonstration of the platform’s ability
for contact centre services, the senior management team appreciated its custom
features, uptime and security. It then finalised the decision to procure Smartflo
for its BPO operations.
Business Challenges
The company needed a comprehensive BPO infrastructure to provide efficient
customer support services on behalf of its clients. Although it was already using
some traditional systems to run the call centre, it decided to expand the
operations using a Cloud-native platform.
While subscribing to a contact-centre-as-a-service (CCaaS) platform, it aimed to
achieve some cost savings in the maintenance of the BPO facility and improve the
privacy of interactions with customers. After facing unprecedented obstacles
during the COVID-19 pandemic, the company also realised that it was essential to
have a contact centre setup within which agents could provide services from
anywhere.
The market had a lot of options for Cloud-based contact centre solutions.
However, the company wanted a platform with a wide range of call management
features and high availability backed by an end-to-end Service-Level Agreement
(SLA). It was supposed to have custom attributes and facilities for streamlined call
centre operations:
- Automatic routing of incoming calls to available agents and dialler for quick
outbound calls
- Ease of monitoring and recording ongoing interactions without the need for
peripheral equipment
- A dashboard to reflect the data for all calls received and made – this was
required to measure the call centre’s productivity
As the business was growing rapidly, the contact centre service had to be scaled in
minimum time and this could be possible only with a secure and user-friendly
CCaaS.
TTBS Solution
We configured our enterprise-grade Cloud-native communication system Smartflo
for the company. It was integrated with CRM apps for ease of access to customers’
details when they called from their registered phone numbers.
Smartflo’s multi-modal, multi-functional, scalable and secure
cloud communication platform built a digital BPO that could
be operated securely from any device. Its custom features
made it easier for the customer to administer inbound and
outbound calls.
The customer felt that by using Smartflo, they could save
significant costs spent in maintenance of physical call centre
infrastructure and individual phone sets. It also helped them
keep their communications more secure and afforded all the
details on the calls that were critical to measuring customer
satisfaction.