Case Studies

• Mobile App -Mobile app with desktop-grade features was designed to ensure that the WFH requirement was seamlessly fulfilled and there were no gaps when it came to productivity.
• Lead Recycle Rules -The leads that are uploaded are categorised into 2 priorities, High and Low. The High priority leads are given preference by being dialed first. In case the call goes unanswered, the rules are in place to make a total of 3 attempts in a day and not more than that.

• Predictive Dialing - The leads that have been uploaded are automatically dialed with preset parameters such as dialing speed which ensures a gap between 2 calls that are made to allow the agent to record any remarks of the current call and be prepared for the next one.
• Agent Mapping - All the agents are assigned a City and a Product. The leads that are uploaded automatically get filtered and assigned accordingly to the agents for which the parameters are fulfilled.
• LMS -A panel was created to manage all the leads that are uploaded and for easy tracking of what all is being done and how the leads are being processed.

• We created a custom solution comprising of two parts -
• LMS (Lead Management System)
• Mobile Application (The panel where agents will login through their mobile phones)
• The LMS (Lead Management System) comprises of a panel where the supervisor is able to upload the leads, manage the leads / lead lists that have been uploaded and get a live status update on the work that is being done on them and by which agent.
• When the agent logs in, they receive the list and the automatic dialing starts.
• Once the call is disposed, the details are sent back to the LMS along with all the details of the call.

• A solution was needed where automatic outbound calling was to be done based on 2 parameters-
• City Wise
• Product Wise
• The agents are present in remote locations and the client requires a WFH solution.
• The leads will be uploaded and then automatically shared to agents who are mapped to that specific city and product.
• The leads that were to be uploaded have to be managed and live reporting of the same is to be done.

A Leading
BFSI
Client
Banks on
Contaque !

• The Client has observed a constant improvement in the efficiency of their agents in terms of call handling.
• They are running all communication and interaction processes via Contaque.
• They have expanded to multiple locations and have trusted Contaque for more than 10 years.
• They are currently running more than 3,200 agents on Contaque.

• Contaque provided them with a highly-scalable, reliable solution running over PRI lines.
• The option to run multiple processes like
• Sales
• Customer Support
• Settlements
• Consultaions etc can be handled
• A dedicated account manager and support team was assigned to cater to their needs during the hours of operation.

• The Client wanted to handle their core sales and support operations in-house.
• They wanted a reliable partner which will be able to handle their elastic needs without any issues.
• They have set the requirement and needed a high quality solution with minimal loss in voice clarity for 50 agents and their growing needs.

• The Client is India’s largest healthcare and medicines services expert operating PAN India.
• They provide consultations, prescriptions, medicines and also have their own television channel for promotions.

Acing
it in
Ayurveda !

• The Client has reported a 21% increase in overall efficiency in call management.
• They have observed a 8.7% increase in successfully carrying out call backs via the website Call Back Scheduler.

• Contaque has provided a complete contact center solution which is installed at their locations in Nokia, Mumbai & Kolkata.
• The solution is custom designed in such a way that it reduces redundancy and enhances coordination mong multiple centers.
• Contaque has also developed a Call Back Scheduler through which data can be uploaded directly from the website along with selecting the preferred date and time for the call back to take place.

• They have agents available in multiple locations and coordination has been a hassle for them.
• They wanted to ensure that the data being uploaded is as per their requirements.
• The data is collected through a website which should directly land into their call centers for quick calling and outreach.

• The Client is a sales maximisation organisation that provides solutions pertaining to customer acquisition, customer retention, channel activation, channel management and capability enhancement to their clients.
• They have offices based in the top metropolitan cities of India.

Sales
did Grow for this
B.P. Oh!