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Case studies

Call Center Solution for Financial Services



Company : Asit C. Mehta Investment Interrmediates Ltd.

Location : Mumbai

Industry : Non Banking Finance Company


Background:

First limited liability Company to acquire membership on Bombay Stock Exchange. Asit C. Mehta Investment Interrmediates Ltd. (ACMIIL) offer one stop solution to Indian entities for their needs in financial services. Over the last two decades it has achieved the distinction of being amongst the most trusted and reputed brokerage houses in India. It provides a complete bouquet of products in equity, debt, commodities, forex, depository, derivatives and allied services in India. The company is jointly promoted by noted stock market professionals, Mr. Asit C. Mehta and Mrs. Deena A. Mehta, and is a part of the Mumbai-based Nucleus Group of Companies. The other group companies are engaged in IT and IT related services such as development of databases, back-office applications for banks, corporate document management solutions and geographical information systems (GIS).


Business Challenge:

Asit C. Mehta was using proprietary based solution with limited features and functionality which led to various challenges to face in day to day activities like:

No supervisor tools for monitoring and reporting. Manual reporting leads to unnoticed errors.
No tools to manage the communication systematically.
Difficult in handling large volume of customer calls.
No tools to track the call activities.
A huge cost incurred in Telecom expenses
No recording facility for quality purpose & dispute resolution
No scope for seamless integration with enterprise databases.
Difficult to generate reports for performance review and call tracking
No tools to evaluate the employee efficiency
Difficulty in marketing and promotional activities
Less productivity with the existing setup, due to technicalglitches.


Solution Delivered:

After doing a steady analysis of the business operations and challenges, *astTECS proposed a Call Center solution. The Solution has been implemented with IVR and recording facility, voice blasting and facility to generate various types of reports to track the call activities for quality purpose and dispute resolution.


Features delivered:

Multiple contact number dial availability - Facility to dial multiple numbers of the same customer, if the primary number is unanswered in predictive dialing.

Callable upload mode by unique account number -Customization for field names from customer database. E.g. Based on phone number and lead upload format, reports are given with respect to the unique account number for tracking

Flagging options - When the admin uploads data with Flag option " YES " then the agent will get a pop up as that customer has been flagged which means he is an Important / default /prime customer.

Account search option - we have facilitated to search the customer with unique Account Number as primarily as per requirement.

SMS to customer from agent page - SMS integration with the dialer application so as the customer gets a confirmation of SMS on his registered mobile number for every transactions carried in his Account.

Voice Recording library - Ensured there is high security for voice recordings and given different user level interface to access the recordings as per their respective privilege.

Productive Mode - The detailed duration of a call like Pause, non pause, productive hours and break

Customer information /Account information /History Trails - Customized the comments section, where we will get all comments history and agent wise call history with details of the call attended (in & out calls ). Exclusion Option, Call back option and other normal features shown and trained as well.


Reports customization:

Date wise Disposition report
Report on last contacted number from multiple dialing
Permanent remark option - once the comment is marked the agent will not have any authorization to edit or delete
Dialer Statistics - Call statistics on the admin dashboard for more details algorithm of the calls


Outcome:

Customer is happy and satisfied with the reports and caller identification support. Now Asit C. Mehta can give instant support to valuable customers without any glitches.



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