Back to Case studyTTBS Smartflo Makes BPO Services more Agile and Productive for Mist IT
ShareHighlights
- Smartflo: Full-featured contact centre deployed without investment in complex hardware
- Reduced costs of maintenance for better ROI
- Improved agent productivity with faster call connects
- Flexibility of remote working
- Future readiness with ease of scalability
- SLA-backed assured service availability 99.5% uptime
- Comprehensive business intelligence with daily CDRs
Introduction
Based in Delhi, the organisation provides IT, risk management, and BPO/KPO services to its clients in healthcare, education, retail, travel, BFSI, and realestate verticals. Its customised solutions aim to improve employee productivity and business growth. The company also has offices in Mumbai, Bengaluru and Chennai, employing more than 25 subject matter experts in the domains it serves.
To set up a productive out bound contact centre, the company sought cloud telephony infrastructure for which it needed a solution from Tata Tele Business Services (TTBS).
Business Challenges
The company’s team of around 400 associates, call end-customers as apart of its BPO services. It wanted to move the contact centre to the cloud to facilitate location-agnostic making and receiving of calls fro many work location.
In the upgraded setup ,the leadership team needed:
- A smart dialler that could automatically dial calls and channelise all customer details onto the agent’s screen
- Flexibility for agents to handle the call campaign from anywhere in India
- Availability of all metrics in a user-friendly web interface, such as the numbers called in a day, the average call handling time, average after-call work, and the service level
The dialler was expected to have predictive and progressive dialling capabilities to place calls as per the custom needs of a campaign. Features for call dialling, forwarding, disposition, reminder, and agents’ break time flashing were also required.
To ensure customer information was available to agents when a call was to be handled, the dialler interface had to be integrated with the company’s CRM application.
TTBS Solution
TTBS presented its cloud phone solution called Smartflo to the customer. It was deployed with 300 SIP channels that could support 400 agents at handling outbound calls simultaneously.
- Agents could securely login to the Smartflo platform from anywhere and receive the calls placed by the dialler once a campaign was initiated.
- They had all the key call-handling functionalities commonly used in contact centre operations on their web interface.
- The preview dialler was customised for agent dial-out feature as required by the organisation.
Smartflo enabled the team to download their call detailer cords (CDR) directly from its cloud interface for daily workflow and team performance reports. It also simplified the call recording process for feedback and training.
