Smartflo-Driven Full-Featured Virtual Contact Centre Optimises Lead Capturing For Chanakya Mandal Parivar Institute

Oct 2021 | CASE STUDY

smartflo driven full featured virtual contact centre optimises lead capturing for chanakya mandal parivar institute

The Requirement

The organisation’s sales funnel was built by delivering its complimentary content through workshops and seminars and actively generating leads through digital marketing. The next step was to follow up with those interested in its offerings and also handle incoming leads’ inquiries. This became challenging because:

  • The organisation lacked the reliable technology for establishing a formal contact centre infrastructure.
  • It had already made five different mobile phone numbers public to manage the incoming calls. Some team members had to be available to handle the inquiries received at various times of the day.
  • There was no way to monitor the incoming calls, the way they were handled, and to check if they actually brought a lead for the institution.

Without a proper contact centre setup, it was also difficult to track the nature of inquiries and the phone numbers that could be called back for follow-ups and lead generation.

The organisation wanted to leverage VoIP technology in setting up its contact centre. It also needed simple-to-use features to monitor conversations, record them, and download reports on the calls received each day.

Benefits

  • Optimised workload distribution among all agents
  • Custom IVR to route calls as per the nature of callers’ questions
  • as per the nature of callers’ questions
  • More effective lead capturing for business
  • Higher productivity and reduced incidents of missed calls
  • Improved call handling qualities with regular monitoring and pertinent feedback
  • Better caller engagement for brand building
  • Ease of monitoring daily call volumes and performance with KPI-integrated analytics and dashboard views
  • Enterprise-grade securityand reliability and reliability

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