Back to Case studyReputed Coaching Academy Leverages Hosted IVR to Gain Seamless Customer Service
ShareIntroduction
The customer is a well-known coaching institute in Rajasthan, catering to students aspiring for competitive tutoring in SSC, NDA and many such exams
Business Challenge
The customer needed an always on platform to service their in-house admin/HR/legal staff so that they could be reached effectively in a work from home scenario. Along with this, they also needed centralised reporting of all call details for tracking calls made to different departments. They further needed recordings of at least a month’s calls so that they could listen and audit the conversations.
TTBS Solution
- TTBS proposed Hosted Interactive Voice Response (HIVR) as a solution to streamline their inbound and outbound calls
- With one SIP board number for incoming calls and one for outgoing calls, the callers would find it easy to access the requisite information
- Also included was a single portal or Graphical User Interface (GUI) reporting for both IB OB
- We created a system that could easily be scalable as the customer’s business needs evolved and grew
- We also facilitated a support team that worked 24 x 7 to handle customer queries
Benefits
- Hosted IVR: Reduced costs on account of a single service provider a dedicated support team
- Centralised database enabling the customer to see call data records (CDR) on a single platform
- Efficient management of calls due to ease in accessibility through one number for incoming and outgoing calls
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