Back to Case studyRBI-Accredited NBFC Gains Competitive Advantage by Enhancing its Contact Centre with TTBS Smartflo
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Established in 1986, the enterprise is a non-banking finance company (NBFC) catering to India’s business finance needs of rural and underserved communities.
It aims to empower the micro, small and medium-sized enterprises in the country and generate employment opportunities by fueling the growth of such businesses.
The organisation is registered with the Reserve Bank of India (RBI) from Mumbai and is fully compliant with the apex bank’s rules and regulations for NBFCs. It has a corporate office in Kochi.
Besides providing business loans, the company is also a source of auto loans, gold loans, personal loans and microfinance services. With minimal paperwork and quick processing, it ensures a fast turnaround time in offering the finance solutions that the customers need.
To handle customers’ queries and contact borrowers for reminders on loan repayments, the NBFC had to provide structured contact centre services. In search of a reliable, secure and scalable Cloud-native telephony architecture, the administration team contacted Tata Tele Business Services (TTBS).
The team members had checked our Cloud communication suite Smartflo’s features online and felt that it would meet their requirements effectively. They mainly liked Interactive Voice Response (IVR) based call routing, automatic call distribution, call log dashboard and dialler for outbound campaigns. They also felt that the service was available with the reasonable rental and Service-Level Agreement (SLA) terms.
Business Challenges
The NBFC serves various customer segments and receives numerous calls from customers for queries on loan interest rates, terms and conditions, prepayment penalties, if any, and the progress of applications already sent for loans. As per the concerns, the calls had to be evenly distributed between different departments without involving a human operator.
For outbound calls to connect with existing customers and lead generation, the company needed a dialler that would expedite the process and eliminate the chances of erroneous dialling.
In line with businesses’ preference for Voice Over Internet Protocol (VoIP) technology and full-featured Cloud contact centre applications, the NBFC was looking for a product that:
- Could be configured on any desktop or mobile device connected to the internet
- Would have robust security features to keep communications encrypted and allow logins only by authorised agents
- Have a dashboard to maintain call logs and duration for which the staff was actively handling calls
The management also sought the ease of recording calls for quality analysis and ensuring that compliance norms were followed in all conversations.
Lastly, to provide customers with a seamless voice support service, the company had zero tolerance for downtime issues with its software and applications. It demanded robust uptime with the calling platform.
TTBS Solution
The solution architects understood the NBFC’s custom requirements. As per the average daily call volumes handled by the team, they deployed Smartflo with 10 channels.
In the era of digital connectivity, Smartflo allows contact centre specialists to communicate with customers on the go and also offers the analytical reports that companies need to track their operational productivity. TTBS Smartflo through its smooth configuration, boosted team productivity with enhanced call management features while also allowing them to work from anywhere for resilient business continuity.
Benefits
- Improved customer experience built by prompt addressing of concerns after IVR-led call routing to specialists
- Better employee performance with easy access to CRM and dialler based outbound calling
- Multiple security layers to ensure confidentiality in communications related to personal finance
- Measurable cost savings with a Cloud platform that is not dependent on legacy hardware
- Seamless scalability to keep up with growing business requirements
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