Our Client's Success Stories
Leading BFSI Client Banks on Contaque!
Paysafe provides payment solutions that power the everyday. The multinational organisation operates multiple brands across the e-cash, payments processing and digital wallets spectrum, serving over 145 million customers of varying size and scale.
Challenge
Solution
Result
Challenge
- 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.
Solution
- 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.
Result
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.
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.
The Challenge
- 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.
The solutions
- 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.
Features
- 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.
- 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.
Acing it in Ayurveda!
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.
Challenge
Solution
Result
Challenge
- 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.
Solution
- 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.
Result
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.
The Challenge
- 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 Solution
- 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 Results
- 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.
Sales did Grow for this B.P. Oh!
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.
The Challenge
- 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 Solution
- 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.
The Results
- 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.
Challenge
Solution
Result
Challenge
- 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.
Solution
- 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.
Result
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.
