Back to Case studyTally Solution Certified Partner Improves Call Answer Rate by 23%
ShareHighlights
- 23% improvement in call-answer rates
- Quick and effective resolution of customer grievances
- Measurable improvements in agent efficiency and productivity with real-time monitoring and supervisors’ support
- Enhanced customer service experience with the direct routing of calls to dedicated agents
Introduction
As a certified sales and service partner for the enterprise resource planning software Tally, the customer offers Tally products, services, and solutions to organisations. Their client-oriented approach has made hassle-free business information integration a reality form any Indian companies.
The organisation serves a diverse clientele across several verticals that include manufacturing and education. Its solutions for these industries are spread across their value chains and involve ERP, business management, inventory visibility, and invoicing.
Business Challenges
With their legacy on-premise contact centre infrastructure creating significant challenges in work force management and operations control, the customer was keen on revamping their entire setup.
- Since most of the agents were working remotely, the organisation needed a solution that could enhance work force efficiency without deploying complex infrastructure.
- For the agents too, resolving customer concerns effectively was challenging, given the complications in routing calls to appropriate departments. Repeat callers were unable to connect with the agent who had spoken to them earlier and was familiar with their issues.
- As the call centres were based in different cities- Mumbai and Puneand had specific number series, it was difficult to manage the call volumes and the call-answer rate was adversely impacted.
To maintain an optimal quality for its operations and customer experience, the company had to add more agility to its contact centre. Shifting towards cloudbased telephony was not merely an industry trend but the most relevant option to ensure business continuity, boost employee productivity, improve service, afford scalability, and also reduce costs.
With the right cloud contact centre software, they could also simplify the integration of new technologies to enhance business automation and decisionmaking.
TTBS Solution
On evaluating the customer’s immediate requirements, TTBS offered its cloud phone hosted solution Smartflo to address their challenges. Smartflo allows contact centre agents to receive and make calls using any softphone with their desktops or mobile.
- The solution made it feasible to keep contact centre operations running without deploying traditional hardware and equipment at any location.
- TTBS provided individualised routing services for different departments so that callers could reach the best resource for quick answers to their queries.
- TTBS Smartflo solution also enabled direct inward dialling (DID)for each agent, coupled with a call-back function, so that repeat callers could speak to the agents who were aware of their concerns.
- To resolve the problem of multiple cities’ number series, the TTBS solution unified the contact numbers on Smartflo and made call distribution more systematic.
- Call recording and performance monitoring also became easier. Supervisors can easily get involved on live calls and support the agents with tips and best practices to resolve complex issues quickly. They can also get detailed reports and analytics to track both individual and campaign progress. This, inturn, provided insights for improving business outcomes.
