Back to Case studyTTBS SIP Trunk Solution Refurbishes Leading BPO’s Voice Infrastructure for Digitalised Operations
ShareIntroduction
The company is a top Indian BPO and BPM solutions provider with offices in Noida, Delhi, Mumbai, and Hyderabad. It offers inbound-outbound voice services, chat and email support, back-office solutions, and market research services to serve clients in the BFSI, e-commerce, FMCG, healthcare, IT-ITeS, telecommunications, hospitality, and utility verticals.
Combining its domain knowledge and operational excellence, the organisation excels at creating significant business value for its clients. It has partnered with brands like Dell, Avaya, and Whirlpool and holds certifications from recognised industrial associations, including ASSOCHAM, FICCI, and NASSCOM.
A special education and training project owned by the central government partners with the company to offer dedicated call centre support for students in and outside India. Through this service, its BPO associates assist callers with admission queries for various educational institutions in the country. The company needed to tailor its contact centre operations to manage the project as per authorities’ guidelines. It contacted Tata Tele Business Services (TTBS) for an advanced digital solution.
Business Challenges
The Indian government had chosen the customer’s contact centre services to help leading Indian universities and private institutions publicise their academic and vocational programmes. For any information on courses offered by these establishments in various disciplines – including medical science, nursing, engineering, hospitality, business management, IT, biotechnology, and media – students could call on a central number, and the customer’s team would provide them with all the updates.
While it had an existing call centre infrastructure to manage these operations, the company had to meet specific expectations while handling the project:
- The government wanted to keep the calls free of cost for any student who called in to inquire about the educational courses available in India.
- It preferred a missed-call facility whereby an incoming call would be automatically disconnected, and the outbound campaign agents could subsequently call the students back to answer their queries.
- Lastly, it was essential to maintain security in communication and ensure the ease of scalability.
The company needed a robust session initiation protocol (SIP) trunk solution to bring their contact centre services in line with such requirements. While using virtual versions of analogue phone lines, they also wanted to utilise their existing PBX system for this project.
TTBS Solution
TTBS deployed its SIP Trunk IP telephony solution to optimise the customer’s voice service system. Since they already owned a PBX setup, it did not take long to configure the 30 SIP channels required for the new task.
We customised the settings to meet the specifications outlined for the project:
- SIP Trunk being an arrangement for VoIP service, our team used an application programming interface (API) to capture the missed calls’ numbers and call them back instantly.
- With its agile scalability, SIP technology helped handle sudden spurts in call volumes. The IT team could quickly adjust the centre’s capacity through simple software updates instead of arranging expensive and time-consuming hardware deployments.
- The transport layer security with TTBS SIP Trunk solution, in tandem with the contact centre’s internal security and data privacy policies, helped keep the communication encrypted.
Using a SIP solution, the company also made its calling operations more resilient as the calls could be forwarded to an alternate number if the primary line went down. Our SLA offering for this solution provided network service availability of 99.5% and a compliant mean-time to resolve of not more than four hours.
SIP combined the company’s voice and data into a single network and could be scaled more economically than traditional PBX systems.
Benefits
- SIP Trunk: Systematic infrastructure meeting government specifications for call management
- Cost savings on call charges and maintenance of phone lines
- Growth of leads for educational institutions with dedicated service for students’ queries
- Usage of existing PBX infrastructure besides superior quality and ease of management
- Increase in revenue for the organisation with successful handling of the new project
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