Multiple point of contacts for students at for different locations institutes. No method to identify the old student and new student. Inability to answer all calls at all times.
Go ahead with contact center solution along with a single toll-free number to track each and every call and agent performance. Also, they decided to go with cloud-based providers to avoid any hardware installation at their premise and operate from different locations. Their evaluation criteria included excellent services with maximum uptime, strong support, and a scalable solution.
We provided them a toll-free number single point contact for all of their location and real-time dashboard where they can identify between old student and new student with already captured details, easily manageable business hour.
Complete transparency with real-time call reports and recordings. The benefit of having agents anywhere and still continue to use service and make calls to students.
9 months back they started their service from a single Delhi location where they were answering all calls and now they are answering their calls from their institute with comparatively high call attending ratio.