Call Center on the cloud in India for Logistics vertical

This time the story comes from a traditional business house, one of the well known companies in the logistics vertical in India.

Problem:

The customer is one of the largest logistics and supply chain company in India. They have over 1400 vehicles, serving 1000+ locations across India. Being such a large organization also means that there are business which copy your brand name and try to get easy business. To ensure that they maintain their brand and also educate customers on which is the real company, the customer chose to brand its business with a unique phone number. The customer chose what is called as a Similar Number Solution ( Same 8 digits across cities but you can dial with the local STD code - popularly called as SNS or SBN) and had it forwarded to its local branches. Huge marketing campaigns were run and most of the users knew that the number is of this company. Now the challenge of having too much on the plate started and the management needed a product which can given them a birds eye view of the entire business(Calls) across branches and also audio recordings for monitoring these branches. The management had to decide whether a PBX will be sufficient or a Call Center solution is needed. They chose the best product in the market - Cloud Contact Center from our company ,Cloud Agent - http://cloudagent.in . To know whether your business needs a contact center, please read our previous blog - http://blog.cloudagent.in/2013/02/does-your-business-need-contact-center.html  

The key challenges faced were - integrating their SNS number across branches to a single product, setting up a professional contact center for talking to the callers and unified view across branches to the senior management.

We provided them with our Cloud Agent solution for integrating their published number across branches and also help them setup a professional contact center in their head office - Delhi. Now, instead of multiple branches talking to their customers, a professional agent greeted the caller and took the survey appointments or the goods movement bookings. Also, we have integrated the customer website with our Click2Call feature. Apart from this, an automated outbound dialer was implemented for responding to unanswered calls.

Key Achievements:

1. Customers are able to find the right help for their need resulting in 50% increase in customer satisfaction 
2. Agents were able to handle 150% more calls than they were handling previously.
3. Management audits were successful due to 100% audio recordings thus impacting customer satisfaction.
4. Integration with the CRM system for capturing customer information enabling agents to handle calls faster and in a seamless manner
5. All calls assigned to branches could get tracked by the management thus resulting in more business conversion.

This success story yet again proved that we have been able to migrate traditional businesses to the cloud and also that Cloud Agent is easy to adopt even in a life style business setup where the agents are used to answering calls on a PBX till date.

To know more, please email us. If you need a contact center, then you can get in touch with our sales team by email - sales@cloudagent.in   or call us on 1800 200 0820 .  

Cloud Contact Center Implementation for a leading Grocery e-tailer in India

The aim of every business will/should be to provide an excellent experience to their customers in every medium of communication with them and also ensure that it is unified across the channels - be it calls or email  etc. 

We will showcase how one of our customers, a leading grocery e-tailer in India has achieved this using Ozonetel's Cloud Agent product (http://cloudagent.in - The first & only Contact center product on the Cloud in India). 

The customer service department was facing a challenge in integrating Email support tickets, Call support tickets and their order management system info. which needs to be accessed by them during their numerous interactions with the calling customers. To ensure a high quality customer service, they needed a solution which could route calls, emails to agents and at the same time also integrate with a CRM which could store all the above data. We at Ozonetel, could easily identify the integration points with the CRM & Cloud Agent and implemented a solution in a very short span of time. The end result was a unified communications suite which was integrated with the CRM and the business was able to improve their customer service tremendously.

The results were mind boggling - a 50% increase in customer satisfaction ( This was measured based on number of customer complaints). Also the management was able to get a deep dive view of the entire customer service, thus enabling their decision making with objective data. 

Now, the customer has expanded to 2 more cities with the same system and no changes required. They are running a multi city contact center with a unified view across cities on how their business communications are functioning.

For a detailed case study, please download from - http://ozonetel.com/casestudies.php . Select the document as 'Grocery'

Does your business NEED a Contact Center?

You are at the inflection point in your business,where your product or service offering is a hit with customers and now there is a regular funnel of customers signing up for it. Things are great.

Moving ahead as your customer base increases, your support requests increase too. So far, you have published your personal number, but as you scale, that’s not enough. Good customer support is what will retain your customer, and we all know cost of customer acquisition is much higher than customer retention & ‘happy customers will also become your brand ambassadors’

One of the most common questions we come across the company’s is

Is it time to start a dedicated contact center?

Different flavours of the same question are –

How do we qualify the business needs and decide whether a dedicated setup has to be created for your Customer Support? Or

When is an integrated business and operational support system needed for your business?

To make it easier for you to answer this very important question, we have created a checklist below. Please spend some time thinking about these questions and fill up the checklist. This will give you an idea about your need to set up a contact centre.

To understand whether your business needs a contact centre, Please check on the following:

Customer Experience when they call your business:

1.     Have your customers started complaining that they are not able to get through the number published for support (Its busy most of the time or no one picks up)?

2.   Do your customers have to try your number multiple times to get connected to support team?

3.   Are your customers asking to talk to the same person who spoke with them last time?

4.  Does your customer have to wait while PBX keeps ringing different phones and finally connects to the reception who again transfers to a phone that never picks up?

5.    Does your Customer have no confidence that there would never be a proper response when he calls up. He feels lucky if he is connected to right person?

6. Have you decided to hire dedicated staff just to take customer calls.

Your expectation from the system handling customer calls:

1.   Do you expect all your customers to be greeted and let them know that they reached the right number,  when they call you?

2.    Do you want your customer to have predictable experience every time, with high level of confidence that whenever they call, they would receive proper treatment.

3.    Do you want your customer to be greeted with their name when an agent answers the  call?

4.  Do you want to have faster ROI, with better Agent efficiency & Productivity?

5.  Would you like to help your agent to handle more calls without being stressed out?

6.  Do you want to know if the support team is performing as per your expectation and is not over or under staffed?

7.  As management, is there a sales conversion from these calls – do you want to track it?

8.  Do you need audio recordings for quality check, future reference, for support ticket closures?

If the answers to 50% or more of these questions is Yes , then definitely you need to setup a contact center.

Contact Center system:

In simple word contact center system is a set of multiple systems that work together to provide predictable customer experience. Where customer knows what to expect next and how he will be able to get the right response for his query.

Technically,Contact Center system monitors the resources such as agent, phone lines etc. and distributes the calls efficiently and to the right agents. It provides real-time feedback to the caller to keep in updated of his call status (such as queue location or expected wait time). Allows caller to make a choice e.g. Press 1 for Sales, Press 2 for Support etc.

For customer perspective he is in control and drives the conversation, this could be by choosing the right IVR option, knowing the wait time in queue and selecting the option to call back dropping out of the queue and much more.

From agent perspective it makes sure that all agents are loaded equally by making intelligent distribution of the call. It provides tools and controls that help agents to respond to the calls efficiently such as customer information screen pop, control bar that let agent control the call using keyboard instead of shuffling between the keyboard and phone keypad and many such features.

For management they get the absolute control over the process and performance. They can design the business rules based on various parameters (such as platinum, gold or silver customer) and make sure that customer gets the treatment they deserve. Monitor that the service level and quality goals are met. Take informed decision on, if the current contact center setup( in terms of infrastructure and manpower) is enough or redundant for his current requirement.

Contact Center System –High Level Perspective 

Once you have right setup in place, you have built a strong base to transform your Support center into an industry standard Customer Contact Center.

Phases of Transitioning to a Customer Centric Organization

  

Now that you know when to go for a Contact Center Solution, do ensure that the same system can Scale with flexibility for meeting your ultimate objective of a Customer Centric Organization.

But when does your contact center system transforms into a Customer Experience Management System? What is the difference?

Next week, we will look at how we can upgrade our contact center solution to a Customer Experience Management System.

About us - Cloud Agent:

Our product – http://cloudagent.in is India’s first of its kind Contact Center solution on the cloud. We have taken care of all the above parameters discussed, to ensure that our customers can grow on the same system from a small Contact center to a full blown customer experience management system. To know more, email us at sales@cloudagent.in or contact us on our toll free 1800 200 0820.

The 360 degree support experience on the cloud

In this world of real time support expected by the customers, it is imperative that your support desk is enabled with the right tools. Given the various advantages of cloud which are being realized, it makes sense to move your support desk on to the cloud completely. To add one more feather in the cap, now cloud agent  can be integrated with Freshdesk as well. To know more, here's the link on how you can do that -  http://blog.kookoo.in/2012/09/mashing-up-freshdesk-with-kookoo-for.html . As you know, Cloud Agent is powered by KooKoo platform - http://kookoo.in and hence all that is given in the blog is possible with cloud agent as well.

When running a support system call center, we will need an IVR, a call center software and after call processing.
1. IVR: Cloudagent integrate well with KooKoo. Using KooKoo, you can build complex IVRs to provide proper treatment to your callers. The IVR can be deeply integrated with your systems to provide contextual information to caller.

2. Call Center: Cloudagent is the worlds first call center on the cloud. The state of the art agent toolbar, coupled with nifty features like screenpops, agent scripts etc allow the agent to handle the call with all the details of the caller presented to him.

3. After call processing: Once a call is finished, the disposition screen is presented and disposition reports are also available. There is also a well defined API support to push the call details into your CRM at the end of every call.

As you know, cloud agent is well integrated with various API's to any third party CRM systems and hence it is only a matter of choice now on how you want to integrate your voice support with the various options available for the CRM systems.To know more, you can contact us at sales@cloudagent.in or directly call us on 1800 200 0820.

Our First Post

 In this blog we will discuss  about our virtual cloud contact center
and how its helping various businesses - be it startups, e-commerce
websites, SME's or large players to quickly provide rich interaction
experience to their customer. Enabling agent sitting across multiple locations,
working as a single team, providing localized specific services with
regional flavour.

The focus of this blog will primarily be to talk about telecom in
general, Cloud Contact Centre technologies, best practices, and the new
innovative contact centre solutions that takes the customer experience
to new level.

Cloud agent is a new approach towards the next generation contact
centre solution, we will share with you how we are solving some key
challenges in the industry and explain new trends that  our product
has lead the way for …..


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