Back to Case studyVidyamandir Adopts Smartflo to Improve Contact Centre Performance
ShareHighlights
- Easy-to-manage and reliable cloud-based solution for anytime, anywhere contact centre services
- Reduced call connect time
- Existing hardware utilised in setting up Smartflo’s infrastructure to enable cost savings
- Improvement in call handling quality with features such as sticky agent, call barging, and whisper
- Customised routing of calls with multilevel IVR for quick and relevant responses
- Enhanced customer satisfaction and business productivity with streamlined management of both inbound and outbound calls
Introduction
Our customer is a prominent organisation in the education sector and one of the leading coaching institutes for IIT-JEE, NEET and other national-level entrance exams held in India. With over three decades of industry presence, it has helped lakhs of candidates join their dream colleges and build successful careers in diverse fields.
The customer needed to improve its team’s marketing efficacy and ensure that the calls to their helpline number were getting answered satisfactorily, no matter where their employees worked.
Business Challenges
To generate more business, the institute was trying to improve its telemarketing campaign that helped them connect with potential candidates and highlight the coaching classes’ benefits. To this end, the leadership team also wanted to monitor the calls received from new and existing students and proactively ensure that they were getting answered adequately.
The key issues faced in this task were:
- The organisation wished to manage the candidate life cycle systematically by allocating groups of students to particular counsellors. This would help in quicker and more professional query resolutions.
- It was difficult to keep track of productivity as employees were working from different office locations and homes after the pandemic.
- A major challenge was the management of the telemarketing campaign and monitoring of live calls when the agents handled them.
TTBS Solution
To remove customer’s call-handling constraints, we provided our cloud contact centre system Smartflo. While being easy to use from any device and location for making and receiving business calls, Smartflo also brought a cluster of features to streamline the monitoring and management of telemarketing and query handling campaigns.
- Smartflo’s intuitive interface restructured the call flow so that every student calling the institute with particular queries could be directed to the best agent – their designated counsellor – automatically. This helped to reduce the time in responding to questions and made the responses more appropriate for callers.
- The organisation also connected more cohesively with its employees and could keep track of their productivity, irrespective of their work locations.
- Besides keeping a tab on the login hours of employees, our customer could monitor the outbound and inbound calls in real-time. This helped to track the agents’ call-handling skills for performance and quality analysis. The call detail records (CDRs) and recordings could also be maintained for future reference.
Smartflo helped the organisation improve its students’ experience while interacting with the staff and counsellors. The streamlined process generated more inquiries and candidate enrolments for the coaching services.
After successful deployment, TTBS continued to provide them with technical support as and when required. The service uptime of 99.5% was guaranteed under a comprehensive SLA.
