Back to Case studyTTBS Smartflo builds advanced customer support infrastructure for Sanskrit coaching institution
ShareHighlights
- Smartflo: Better brand building with dedicated lines to handle inbound queries and make proactive calls for updates
- Flexible scaling of the cloud contact centre as per evolving requirements
- Ease of usage on any connected device from any location
- Robust security with encrypted communications
- Unbiased performance reviews with recorded audio clips for any agent
Introduction
Based in Prayagraj, UP, the organisation is an education firm providing e-books and online classes exclusively for Sanskrit. It aims to promote the knowledge of this ancient Indian language and offers courses at different levels for the same.
Learners get their study material via the institution’s mobile app or website. They can also attend live lectures through the official YouTube channel and correspond with lecturers via email.
The institution wanted to provide formal call centre services to address the course-related queries it frequently received from existing and prospective subscribers. It also wanted to keep an outbound calling section to proactively update and send reminders about upcoming tests and fee payments. The outbound calling service could also be utilised for telemarketing.
A demonstration of Smartflo launched by Tata Tele Business Services (TTBS) introduced the institution to cloud telephony’s ease and cost-efficacy for contact centre operations. Instead of building an on-premise infrastructure with disparate software interfaces and bulky phone equipment, the organisation decided to deploy our cloud communication suite that needs only a connected device and softphone.
Business Challenges
The organisation wished to extend the reach of its Sanskrit education services and ensure prompt answers for students’ and stakeholders’ queries. The requirement stipulated enterprise-grade contact centre architecture with both outbound and inbound facilities.
In addition to robust uptime, the top priorities included ease of implementation and management. The management team also wanted to make contact centre processes fruitful and customer-centric with:
- Call monitoring and recording to maintain a well-defined agent performance appraisal system
- IVR-based call routing to ensure that callers get connected to the right departments without a human operator’s support
- CRM integration and click-to-call service to save time and avoid the inaccuracies surfacing from the manual calling of phone numbers
The organisation preferred giving its employees the flexibility of logging in to their call management accounts from anywhere, using any device. It simultaneously wanted to maintain complete security in its digital communication.
TTBS Solution
TTBS deployed Smartflo for the institution’s call centre operations along with 30 PSTN channels to build a hybrid setup. Our solution architects explained its working to the team and customised the IVR call routing per their requirements. In line with their role-based access to the software, the supervisors could also modify the IVR settings whenever needed.
Agents had the flexibility of logging in to Smartflo from any device connected to the internet. This cloud contact centre solution also met the expectations that the senior leadership had specified:
- As per the callers’ inputs on their keypads, the IVR automatically routed the calls to available agents in the concerned departments.
- Supervisors could barge into any ongoing conversation and record it through the web interface to analyse agent performance.
- Smartflo’s API and webhook facilities enabled its integration with the institution’s database containing course details and student records. This helped the agents to access all relevant information while making or receiving a call without toggling between different applications.
- Smartflo came with click-to-call convenience, enabling the outbound team to dial out a number directly from their device’s screen instead of tapping digits on keypads.
Smartflo had multiple attributes to maximise agent efficiency. If someone fumbled for the right answer on their call, the supervisor could use the whispering channel to assist him/her without getting on to the primary line connected to the other party.
Communication on TTBS’ cloud contact centre is secure with 128-bit encryption, and only authorised users can log in to a session with multifactor authentication.
We continue to support the customer with our round-the-clock helpdesk and maintain more than 99% uptime under an end-to-end SLA.
