Case Studies

IVREdge

About the Customer
One of India’s leading local search engine provides customers with information on businesses, products & services across India. The search service is available to users through multiple platforms, viz. Internet, mobile Internet, over the Telephone & Text / SMS. The customer/ caller can make a telephonic inquiry / logon to their website through internet or mobile / or send an SMS to request for contact information of product / service providers who can meet their priority requirements. The search service bridges the gap between the users & businesses by helping users find relevant providers of products & services quickly while helping businesses listed in their database to market their offerings.

Customer Situation
It provides premium services to their registered advertisers wherein a virtual number (advertised on the website of service provider) was assigned to the advertisers for call connect for a direct interaction with the caller. The advertised virtual number could be assigned to only one number of the advertiser. The caller could directly interact with the advertiser. The call was routed for call-connect when customer caller/ dialed the virtual number for an interaction with the advertiser & if the number was busy the call would get disconnected. As a result the advertiser was losing the business opportunity. Also maintaining the premium service infrastructure was proving to be an expensive proposition for the service provider as many advertisers were opting not to subscribe to this service provided by them because of this limitation. Return on Investment was much lower in comparison to the downtime investment.

Solution Offerings
It was proposed that they assign this advertised virtual number to more than one number of the advertiser (limited to a maximum of 8 numbers of the customer). Teckinfo implemented IVREDGE a robust and scalable solution implemented with 400 E1’s terminating on multiple Keygoe switches wherein the caller would dial the virtual number & the calls would get patched to one of the listed numbers of the advertiser on least cost routing basis instantly. If all the 8 numbers do not mature in this call it will announce that the called number is busy & disconnect the call. If the call gets disconnected for some reason then a message would be played to the advertiser announcing the caller ID i.e. give details of the caller’s number. Before patching the virtual number to any customer number the solution checks through ANI (Automatic Number Identification) process if it exists in the Blacklist Database or Mapping Database, if it exists in the Blacklist Database the system will disconnect the call. The solution has been integrated via a dual API (Application Programming Interface) with their existing application systems.

The solution is able to send an SMS / Email alert to the Service Provider’s Business Manager if any of the PRI links (inbound / outbound) are down. Features like voice recording & NDNC handling have also been incorporated in the solution.

The solution generates real – time city wise report on all incoming virtual number calls connected & not connected on an hourly basis. It would also generate a report on how many calls came in & were dialed out on each PRI.

Benefits

  • More satisfied callers as they do not have to dial the advertiser’s number again & again.
  • More satisfied clients who have subscribed to their premium services as the possibility of them losing any business opportunity have reduced exponentially.
  • Reports generated are helping in planning the services & business around virtual call patching.
  • Also the number of subscribers to this premium service provided by them has increased which in turn has brought down their Cost of Infrastructure Ownership & increases the Return on Investment substantially.

Interdialog Dialer

About the Customer
The company is a subsidiary of a leading Private Bank in India & is a non - banking financial company that caters to the needs of market and provides various financial services in India. It operates in two lines of businesses, Lending and Collections BPO. The company offers secured loans against securities, gold, ESOPs and shares, property, commercial vehicles, construction equipment’s, and car loans; and unsecured loans, including personal and business loans. It also provides various general insurance products, including motor, health, critical illness, travel, home, and personal accident insurance, as well as various life insurance products. The company has approximately 250 branches and 8 collection centers across India.

Customer Situation
Managing receivables and collecting outstanding debts was an ongoing challenge for the customer. Owing to the increasing number of ‘delinquent’ & ‘no pay’ customers, debt collection became a critical issue for the customer. They needed to ensure that debts owed to them are collected in time. Also to meet the collection targets, automation of debt collection was critical to safeguard long-term financial stability of the company & also for its growth in the industry vertical. They were seeking a solution to maximize agent productivity & recover debt more efficiently.

Solution Offerings
By deploying Teckinfo’s award winning InterDialog CCS Solution depending on the delinquency levels the customer is able to upload calling data from a central location for all its 8 locations with about a total of 1200 plus agents making outbound calls for their collection process to customers categorized into 'bucket 1, 2 & 6'. With a centralized web based monitoring tool, Supervisors are able to monitor agent’s real time and assist them with coaching & barging capabilities.

Benefits

  • Complex dialing logics gave a better control over the contact rates & minimized repetitive calls to customers.
  • Skill-based routing and queue management helped ensure that only earmarked agents attended to high value customers
  • Reports generated & available information allows managers to optimize campaign and segmentation strategies.
  • Help ensures a better & effective customer relationship
  • Better recovery and collections rates with minimal write-offs.

Galaxy Helpdesk

About the Customer
The customer is the world's leading provider of products & services for patients with chronic kidney failure. With a network of 2,509 dialysis clinics in North America, Europe, Latin America, Asia-Pacific and Africa, it treats 192,804 dialysis patients around the world. It delivers products & services for Hemodialysis, Acute dialysis, Peritoneal dialysis, Dialysis care, Spectra laboratories, Liver support therapy Therapeutical apheresis.

Customer Situation
The customer was managing the helpdesk manually and was unable to track customer calls be it for Sales, or Service. Therefore they wanted to create a single window for providing sales & service support to all patients, hospitals, clinics & their channel partners for the range of dialysis products & services offered by it. Medical services are essentially a 24 x 7 process and the customer wanted a helpdesk solution wherein anybody could call any time during the day register service requests or log complaints 24 hours a day. With country wide operations & the paucity of manpower across the 4 regions they needed a solution which would automatically generate tickets and assign the request / task to the respective regional heads.

Solution Offerings
Keeping in the paucity of manpower Teckinfo implemented its award winning InterDialog CCS Solution with without an operator option and additionally with an operator option integrated with the Galaxy Helpdesk Solution. The customer could choose to operate the helpdesk in either of the options made available to him. The caller would dial the helpline number & would be greeted by an IVR. The caller would be prompted to select the region from where he is calling and the nature of the call. Based on these 2 criteria options chosen by the caller, the call would be transferred over the IVR to the Assignee. On acknowledgement of the case, Assignee will have option to save all the demographic details of the caller like; mobile number, name, address, etc. and a Case ID would be generated automatically. In case the caller chooses to route his call through the Operator, then on callers demand, will register Case / Task into the Galaxy Helpdesk CRM based on the Category (Sales / Marketing / Clinical Enquiry / Service Call) & Sub-Category. On registration, a Ticket No. will get generated for future reference, & if the Case / Task is getting updated then Ticket No. will remain the same. With E-mail & SMS integration a notification can also be sent to the Assignee. These will also be triggered at the time of Case/Task Generation, Re-assignment of Case / Task, Auto Re-assignment of Case / Task & Case / Task Closure. Assignee will login to the CRM to see/update the assigned Case / Task. Every Assignee will have 1st Level of Substitute & 2nd Level of substitute however the reassigning of a case / Task will be done manually. On Case / Task Closure Assignee will send a SMS / Email to the Caller with the Ticket no. and status of the Case/Task will be treated as “Closed”.

Benefits

  • 24 x 7 helpdesk availability to the caller
  • Optimal utilization of resources
  • Low Total Cost Ownership with quick Return on Investment.
  • End-to-End incident Management.
  • Able to send Proactive notifications
  • Enhanced organizational / employee efficiency
  • Improved Service Productivity
  • Customer is able identify problem areas, & find solutions, streamline business processes, formulate plans & redefine business goals whereby spurring Business Growth

Automobile Industry

Overview
Industry

  • Automobile Industry
    Location-India

Solutions

  • Blended Contact Center Solution
  • Post Service Reminder (PSR)
  • Service Reminder (SR)
  • Via SMS Solution

Introduction
The global automotive industry is a highly diversified sector that comprises of manufacturers, suppliers, dealers, retailers, original equipment manufacturers or OEM’s. As the automotive sector has become extremely competitive in recent years, the margins have narrowed down, even though the volumes are on the rise because of the expanding market size. Auto companies have realized that the only way to maintain a healthy bottom-line along with the growing top-line in this competitive market is to focus on after-sales as a revenue stream.

Mobile messaging becomes crucial in automobile sector because of following reasons:

  • Reminder services (payment and servicing reminder)
  • Informing people about new products and offers
  • Acknowledgement of payment and service
  • Interdepartmental communication
  • New customer acquisition
  • Insurance reselling
  • Customer retention
  • Service recovery
  • Proper feedback
  • SMS billing

Operational Challenge

  • End to end telesales process
  • Lead Management
  • Lead Generation
  • Lead Verification
  • Field Assignment
  • Field Management
  • Final deposit of lead/file to principal insurance company
  • Control and Monitoring
  • Quality and Efficiency

Solution Delivered by Teckinfo
TECKINFO SOLUTIONS PVT LTD, one of the leading Solution Provider in Converged Voice & Data Solutions. We are specialized in providing Customized Software designing, development & delivering /implementation for Contact Center solutions, CRM, Messaging, Help Desk and other unified communication software as per the industries specified requirement.

InterDialog Unified Contact Center Suite has been used successfully to cater to the end to end process. This has been achieved by using InterDialog UCCS tools for Customized forms and Workflows based on our domain knowledge of the industry.

We have various processes as:

  • Lead Management
  • Cold calling
  • Data Capture
  • Online /Offline Verification
  • Lead Distribution to field
  • Lead tracking with documentation control

To help in successful implementation we provide:

  • Online Monitoring
  • Customized Reporting

Bulk SMS Services

  • Service reminder:- Mobile messaging provides better customer experience by automatically reminding customers of regular service checks and helping them easily register their Queries/complaints
  • Payment reminder:- Mobile messaging improves the efficiency of the customer service executives by automating the sending of payment due and service reminders
  • Insurance reselling:- Reminders on premium due to customers and alerts on insurance due to customers
  • Welcome note:- A welcome note to a new customer who is availing the service for the first time
  • Alerts on special service camps:- Alerts to customers on launch of a new promotion/product
  • Service recovery:- Sending an apology SMS after a service failure to recover the failure
  • Test drive:- Informing people about the various test drives available. Send birthday, purchase anniversary etc. to customers. Service vehicle ready reminder. Warranty service. Feedback.

Email Marketing Campaigns

  • Up-sell and Cross-sell Products and Services
  • Drive Web Users to Make Offline Purchases
  • Gain Valuable Feedback from your Visitors
  • It supports sales through other channels
  • It builds relationships, loyalty and trust
  • Increase Your Sales Conversion
  • Generate Repeat Sales
  • It drives direct sales
  • It allows targeting
  • It is data driven

Value Addition

  • Lead Management is done using various dispositions/ sub-dispositions entered by telecallers and based on this, data management was done to get the optimum output from various batches
  • Online script, product details, FAQs, premium calculators etc. on a click of a mouse
  • Agent Productivities are tracked based on no of calls made and the disposition %marked by them.Average talk time, Productive time, Wrap-up Time used by each agent and so on.
  • On line and offline verifications, backed by Voice recording trails which a verifier/ supervisor can listen in case of any disputes/ doubts
  • Provision to track the field activities, productivities and online verification with customers
  • Provision to capture the credit card details, their online verifications and encrypted storage to meet the challenges of security and audits of the Automobile companies.
  • Quality Monitoring provisions on leads, by listening online / offline voice recording; Data captured quality or online interaction with customers
  • Provides the TPA (third Party Administration) data sheets in the desired format so that the data can be uploaded into principal Manufacturer Company’s servers directly

Leading Collection Agency

Overview
Industry

  • Leading Collection Agency of Large Bank
    Location-India

Solutions

Client’s Profile
Banking is currently seeing a huge growth. With growth comes the task of collections. To handle this growth in the companies are looking outwards to outsource collection activities to companies that use technologies that can provide efficiency and help their business.

Business Challenges

  • Timely Collections is the lifeline for business
  • Small amounts from large customer base
  • Addressing large geographical area
  • Cost of Collection

Operational Challenge

  • Understanding the individuals payment pattern
  • Managing customers interaction history month by month
  • Creating a personal rapport with customer
  • Managing payment buckets within the given time frame.
  • 100% efficiency in account handling

Solution Delivered by Teckinfo
InterDialog Contact Center Suite has been used successfully to cater the end to end process. This has been achieved by using InterDialog UCCS tools for Customized forms and Workflows based on our domain knowledge of the industry.

InterDialog Unified Contact Center Suite is configured for Banking Collection.

Various processes created as:

  • Process Hierarchy Creation
  • Collection Management
  • Leads distribution
  • Collection Priority assignment
  • Agent Calling Screen
  • Agent Call register
  • Supervisor Call register
  • Lead distribution to fields and load balancing
  • Field Feedback

To help in successful implementation we provide:

  • Online Monitoring
  • Customized Reporting
  • Call Recording

Value Addition

  • Provision to Create 5 levels of Hierarchy and allocation of calling/collection area to telecallers / field staff based on city, area, pin code etc.
  • Lead assignment to various telecallers based on lead attributes like POS, Area, Due Date, Category etc. Lead redistribution among telecallers in case of absenteeism, attrition, poor performance etc.
  • Lead priority setting for calling by supervisors, total 10 priorities can be set at any time.
  • Automatic PTP distribution to field staff based on area mapping. Load redistribution, in case if large numbers of leads are assigned, to a single person or absenteeism, attrition, poor performance etc.
  • Lead tracking based on field feedback and redistribution of non-picked leads.
  • Maintenance of lead history based on unique customer account id. System maintains the previous month’s history as well.
  • Uploading of paid cases so that they are removed from calling list.
  • Agent and Process Productivity Monitoring.
  • Special provision of online Script, Product details, FAQs etc. on a click of a mouse.
  • Quality Monitoring provisions on leads generated, by listening online/offline voice recording, data captured quality or online interaction with customers for feedback.

Largest Local Search Engine for Virtual Connect

Overview
Industry

  • Leading Online Local search engine
    Location-India
  • Virtual Number Routing with Advance Call Connect
  • Customer Management
  • Call center Management

Client’s Profile
India’s leading local search engines was founded in 1996, which provides customers with information on businesses, products & services across India. The search service is available to users through multiple platforms, viz. Internet, mobile Internet, over the Telephone & Text / SMS. The customer/ caller can make a telephonic inquiry / logon to their website through internet or mobile / or send an SMS to request for contact information of product / service providers who can meet their priority requirements. The search service bridges the gap between the users & businesses by helping users find relevant providers of products & services quickly while helping businesses listed in their database to market their offerings.

Business Challenges
Our Client provides premium services to their registered advertisers wherein a virtual number (advertised on the website of our client) was assigned to the advertisers for call connect for a direct interaction with the caller. The advertised virtual number could be assigned to only one number of the advertiser. The caller could directly interact with the advertiser. After the call was routed for call connects when customer / caller dialed the virtual number for an interaction with the advertiser & if the number was busy the call would get disconnected. As a result the advertiser was losing the business opportunity. Also maintaining the premium service infrastructure was proving to be an expensive proposition for our Client as many advertisers were opting not to subscribe to this service provided by them because of this limitation. Return on Investment was much lower in comparison to the downtime investment.

Solution Delivered by Teckinfo
It was proposed that Our Client shall assign this advertised virtual number to more than one number of the advertiser (limited to a maximum of 8 numbers of the customer). Teckinfo designed, developed& implemented a solution wherein the caller would dial the virtual number & the calls would get patched to one of the listed numbers of the advertiser on least cost routing basis. If all the 8 numbers do not mature in this call it will announce that the called number is busy & disconnect the call. If the call gets disconnected for some reason then a message would be played to the advertiser announcing the caller ID i.e. give details of the caller’s number. Before patching the virtual number to any customer number the solution checks through ANI (Automatic Number Identification) process if it exists in the Blacklist Database or Mapping Database, if it exists in the Blacklist Database the system will disconnect the call. The solution has been integrated via a dual API (Application Programming Interface) with their existing application systems.

The solution is able to send an SMS / Email alert to clients Business Manger if any of the PRI links (inbound / outbound) are down. Features like voice recording & NDNC handling have also been incorporated in the solution.

The solution would generate real – time city wise report on all incoming virtual number calls connected & not connected on an hourly basis. It would also generate a report on how many calls came in & were dialed out on each PRI.

Value Addition

  • More satisfied callers as they do not have to dial the advertiser’s number again & again.
  • Our Client has now more satisfied clients who have subscribed to their premium services as the possibility of them losing any business opportunity have reduced exponentially.
  • Reports generated are helping our Client in planning the services & business around virtual call patching.
  • Also the number of subscribers to this premium service provided by our client has increased which in turn has brought down their Cost of Infrastructure Ownership & increases the Return on Investment Substantially.

Leading Real Estate

Overview
Industry

  • Leading Real Estate
    Location-India

Solutions

  • Lead Management System t
  • Customer Management
  • Multi Channel Contact Center Solution

Client’s Profile
A Leading Real Estate Property services Group is a young, dynamic, professionally managed Group headquartered in New Delhi, India. Launched in March 2008, the Group already has operating companies & assets currently valued in excess of INR 350 Crores (US$ 80 Million Approx.) Group is over 100 members strong in the management functions of the group & has been rapidly growing its valuations of companies & assets at over 200% CAGR since inception.

Business Challenges
There was no mechanism in place to know how many numbers of leads have been generated, addressed, closed or lost. Hence resources, time & money being invested for business was not yielding the desired results. Multiple channels both inbound & outbound (Tele-calling; Website; Road Shows; Rejected Leads; Complaints & Queries etc.) were being used for lead generation but there was no effective system in place to track the status of each lead generated.

Solution Delivered by Teckinfo
Our solution provided an interface with their website & CRM System to capture prospect data through an Interactive Voice Response System to track all calls, track status of leads generated with an option to automatically call back prospects whose calls dropped or were missed, call prospects / leads generated whose data was captured during roads shows & has been already entered in the CRM Server, call back prospects who have sought answers to their queries , call back existing customers who have logged complaints with them & generate an MIS on the number of leads generated Vs. number of leads closed / lost or dropped.

Key Results & Benefits

  • There was a quantum increase in the number of leads addressed & closed with a direct & positive impact on return on investment for their Lead generation program(s). In effect Business grew by a more evident percentage.
  • They are able to provide answers proactively to more customers about properties, based on listings & information sought by the customer.
  • They can now track which media / which campaigns are bringing more revenue & leads & which media / which campaigns bringing in less revenue. /li>
  • While the field marketing staff was out showing properties or finalizing paperwork, someone was always available to answer customer’s questions about properties or other topics of concern.

Leading Telecom Solution Provider

Overview
Industry

  • Leading Telecom Solution Provider
    Location-India

Solutions

Introduction
The growth in Telecom Industry is unmatched with the growth in any other sector. Private and State owned telecom service providers are facing the exponential subscriber growth and expanding their network in rural area simultaneously.

To handle such growth, companies are looking outwards to outsource telecalling activities to BPO companies. This requires technologies which can provide efficient and cost effective solutions matched with their systems and operations.

Business Challenges

  • Lead Management System
  • Reaction Time on Active Leads with quick lead to sale conversion
  • Cost of Acquiring Customersn
  • Customer retention

Operational Challenges
End to end telesales process.

  • Lead Management
  • Lead Generation
  • Lead Verification
  • Field Assignment
  • Field Management
  • Final deposit of lead/file to principal telecom company

Control and Monitoring
Quality and Efficiency

Solution Delivered by Teckinfo
InterDialog Unified Contact Center Suite has been used successfully to cater the end to end process. This has been achieved by using InterDialog CCS tools for Customized forms and Workflows based on our domain knowledge of the industry. InterDialog has been configured to take care of telesales process for sale of Sim cards, New Connections, Value Added Services, Data bundle offers, Change of Tariff plans, Prepaid to postpaid connections etc. at one end and Customer Complaint management at other end.

InterDialog Unified Contact Center Suite is configured for:

  • Telemarketing products
  • Welcome and customer retention Products with Cross selling

We have various processes as:

  • Lead Management
  • Cold calling
  • Data Capture
  • Online / Offline Verification
  • Lead Distribution to field
  • Lead tracking with documentation control

To help in successful implementation we provide:

  • Online Monitoring
  • Customized Reporting

Value Addition
Lead Management is done using various dispositions/ sub-dispositions entered by telecallers and based on this data management were done to get the optimum output from various batches.

Online script, product details, FAQs, etc. on a click of a mouse.

Agent Productivities are tracked based on no of calls made and the disposition % marked by them. Average talk time, Productive time, Wrap-up Time used by each agent and so on.

On line and offline verifications, backed by Voice recording trails which a verifier/ supervisor can listen in case of any disputes/ doubts.

Provision to track the field activities, productivities and online verification with customers.

Provision to capture the Mobile Numbers, Tariff Plans, Usage details, their online verifications and encrypted storage to meet the challenges of security and audits of the Insurance companies.

Quality Monitoring provisions on lead generation by listening online / offline voice recording, Data captured quality or online interaction with customers.

Banking Solutions

Overview
Industry

  • Banking Solutions
    Location-India

Solutions

Introduction
Banking Industry is currently seeing a huge growth. State owned Banks as well as Private / MNC Banks are expanding are a very quick ace. Core Banking products differ a great deal from Credit Card products. To handle this growth companies are looking outwards to outsource telesales activities to companies that use technologies that can provide efficient and cost effective solutions.

Business Challenges

  • Addressing a large geographical area with a Proactive approach
  • Reaction Time on Active Leads with quick lead to sale conversion
  • Cost of Acquiring Customers
  • Maintaining Personal Repo with the existing and new Customers
  • Vast products & Services available with the bank

Operational Challenges
End to end telesales process.

  • Lead Management
  • Lead Generation
  • Lead Verification
  • Field Assignment
  • Field Management
  • Final deposit of lead/file to principal telecom company

Control and Monitoring
Quality and Efficiency

Solution Delivered by Teckinfo
InterDialog Contact Center Suite has been used successfully to cater the end to end process. This has been achieved by using InterDialog UCCS tools for Customized forms and Workflows based on our domain knowledge of the industry. InterDialog have been configured to take care of telesales process for sale of Personal Loans, Mutual Funds, FDs etc. at one end and Credit Card sale starting from Cold Calling, co-brand calling and other Value added products of Credit cards at other end.

InterDialog Unified Contact Center Suite is configured for:

  • Telemarketing products
  • Welcome and customer retention Products with Cross selling

We have various processes as:

  • Lead Management
  • Cold calling
  • Data Capture
  • Online / Offline Verification
  • Lead Distribution to field
  • Lead tracking with documentation control

To help in successful implementation we provide:

  • Online Monitoring
  • Customized Reporting

Processes Covered
Telemarketing products:

  • Personal loan, vehicle loan, Housing etc. with various surrogates like salaried, SMEs
  • Mutual Funds Sale
  • Fixed Deposits to existing banking customers
  • Credit Card sale to Open Market and co-brand customers

Welcome and customer retention process:

  • Welcome call
  • Retention
  • Balance Transfer
  • Encash
  • Eassybill
  • FlexiPay
  • Insurance

Value Addition

  • Lead Management is done using various dispositions/ sub-dispositions entered by telecallers and based on this data management were done to get the optimum output from various batches.
  • Online script, product details, FAQs, etc. on a click of a mouse.
  • Agent Productivities are tracked based on no of calls made and the disposition % marked by them. Average talk time, Productive time, Wrap-up Time used by each agent and so on.
  • On line and offline verifications, backed by Voice recording trails which a verifier/ supervisor can listen in case of any disputes/ doubts.
  • Provision to track the field activities, productivities and online verification with customers.
  • Provision to capture the credit card details their online verifications and encrypted storage to meet the challenges of security and audits of the Insurance companies.
  • Quality Monitoring provisions on lead generation by listening online / offline voice recording, Data captured quality or online interaction with customers.
  • Provides the TPA (third Party Administration) data sheets in the desired formats so that the data can be uploaded into principal Insurance Company’s servers directly.
  • Providing quick, secure, and comprehensive financial services 24x7.
  • Providing one-stop service for processing 95% individual service requests, relieving the workload of banking services over the counter.
  • Providing customer-centric service experience and improving customer satisfaction.
  • Improving service efficiency and reducing costs.

Leading Insurance Company

Overview
Industry

  • Leading Insurance Company
    Location-India

Solutions

  • Lead Management System
  • Lead Distribution
  • Outbound Contact Center Solution

Client’s Profile
Insurance Sector is currently seeing a huge growth. With growth comes the task of sales. To handle this growth, Companies installed Outbound Contact Centre for lead generation activities to provide efficiency and help their business growth.

Business Challenges

  • Lead generation is the lifeline for business
  • Few Leads from large customer base
  • Addressing large geographical area
  • Cost of generating Leads

Operational Challenges
End to end telesales process.

  • Understanding the individuals payment pattern
  • Managing customers interaction history month by month
  • Creating a personal rapport with customer
  • Managing payment buckets within the given time frame
  • 100% efficiency in account handling

Solution Delivered by Teckinfo
InterDialog Contact Center Suite has been used successfully to cater the end to end process. This has been achieved by using InterDialog UCCS tools for Customized forms and Workflows based on our domain knowledge of the industry.

Various processes created as:

  • Process Hierarchy Creation
  • Lead Management
  • Lead distribution
  • Lead Priority assignment
  • Agent Calling Screen
  • Agent Call register
  • Supervisor Call register
  • Lead distribution to fields and load balancing
  • Field Feedback

To help in successful implementation we provide:

  • Online Monitoring
  • Customized Reporting
  • Call Recording

Value Addition

  • Provision to Create 5 levels of Hierarchy and allocation of calling/collection area to telecallers / field staff based on city, area, pin code etc.
  • Lead assignment to various telecallers based on lead attributes like POS, Area, Due Date, Category etc. Lead redistribution among telecallers in case of absenteeism, attrition, poor performance etc.
  • Lead priority setting for calling by supervisors, total 10 priorities can be set at any time.
  • Automatic PTP distribution to field staff based on area mapping. Load redistribution, in case if large numbers of leads are assigned, to a single person or absenteeism, attrition, poor performance etc.
  • Lead tracking based on field feedback and redistribution of non-picked leads.
  • Maintenance of lead history based on unique customer account id. System maintains the previous month’s history as well.
  • Agent and Process Productivity Monitoring.
  • Special provision of online Script, Product details, FAQs etc. on a click of a mouse.
  • Quality Monitoring provisions on leads generated, by listening online/offline voice recording, data captured quality or online interaction with customers for feedback.
  • Maintaining Web Queries with additional integration with chat, SMS & Email.

Leading Path Lab Service & Collection Centers

Overview
Industry

  • Leading Path Lab Service & Collection Centers
    Location-India

Solutions

  • Customer Relation Management (CRM)
  • Blended Contact Center Solution
  • SMS & Email Integration

Client’s Profile
Our Client is a leading state of art pathology / clinical tests laboratory being operated throughout India. Its head office is in Delhi & more than 10,000 branches / collections centers across India.

Client is recognized as a Centre of innovation and a premier clinical pathology laboratory.

Business Challenges
Our Client was capturing patient’s information, enquiry & complaints manually & maintaining the status in registers or Microsoft Excel sheets. The different excel sheets or registers did not help the management centrally monitor or analyze the performance.

The primary objective was to provide a one stop solution for capturing the call information, provide answer to the customer’s queries & book home collection orders for all Patient Service Centers, Satellite Labs & Collection Centers.

Solution Delivered by Teckinfo
A customized web-based CRM solution developed & implemented in conjunction with InterDialog Unified Contact Center Suite to help Our client capture & maintain the patient requests, provide information related to various pathological test, capture complaints, schedule home collection & escalations.

  • Designed & Developed CRM Software.
  • Provided an interface to the user to enter call details & schedule home collection & report delivery. The requests were to be taken & assigned to the concerned phlebotomist or courier boy defined for that particular area.
  • Provide various reports to the management.
  • Patients / Customers should be are able to access LAB report status by entering the LAB No.

Detailed Scope of work for Teckinfo was to develop software and following subsystems:

  • Inbound Call handling
  • Out Bound Call handling
  • Escalations
  • SMS Integration
  • Email Integration
  • Administration
  • Reports

Key Results & Benefits

  • Centralized & Streamlined Customer Interaction in turn track & manage the clients effectively.
  • Able to capture & maintain the Customer Requests by providing them information related to various pathological tests; capture their complaints, schedule home collection & escalations, hence provide better customer friendly services.
  • Patients are able to access LAB report status by entering the LAB no over the IVR itself
  • LAB report status is available to Patients / Customers without human intervention via the IVR for multiple LABS.
  • 24 X 7 high availability system.
  • Improved efficiency of the team.

Leading Radio Taxi Service Company

Overview
Industry

  • Leading Radio Taxi Service Company
    Location-India

Solutions

  • Multichannel Blended Call Center
  • Customer Management
  • SMS & Email Integration

Client’s Profile
Founded in 1946, Leading Radio Service Company was launched as the first company to rent cars from airport locations. The Company is a joint venture between domestic and international collaboration, and is India’s leading car rental services provider. It's a one-stop-shop for all car rental needs. It has a large fleet of impeccably maintained cars, gives customers ease of booking over the internet, through 24x7 customer care center, reservation desk across a lot of hotels or even through the counters at airports & a support system that is operational round-the-clock. It has more than 5000 rental locations of 174 countries, a customer base of 20 million satisfied customers & a fleet size of more than 450,000 cars & have been recognized as the industry leaders in business innovation.

Solution Delivered by Teckinfo
Teckinfo designed, developed & implemented a web based solution where users could login for the following processes:

  • Online Customer Registration.
  • Home Page to give details of the company profile; Personal info with email ID which would be pushed to the database integrated with existing web application, Details of booking history, credit card info with email Id would be pushed to the database integrated with existing web application, Renter creation if the user is a Booker,
  • Rate Calculator.
  • Advance Car booking by entering travel details. On saving entered details a transaction ID would be created & the data would be pushed to the existing web application.
  • Modification of existing bookings.
  • Booking Cancellation.
  • Booking History to allow the renter to see his / her previous transaction with Avis India & if the customer is booker, allow him / her to view his / her own bookings plus the renters booking which are attached under the account. Here one can:
    • View current status with details like vehicle number & driver
    • View Invoices
    • Download Invoices
    • Download rental Agreement & Emails in PDF Format
    • Search Invoices on the basis of duty date range, City-wise, Booking No., Invoice Number. Also an option to email these invoices.
    • ayment of Invoices having payment method as credit card can be selected by the customer for payment.
  • Integration with payment gateway.
  • Customer can add or edit the profile details.
  • Operate through a smart mobile phone.
  • Integrate the Customer Portal with TPA (Third Party Application) through API (Application Programming Interface) for pushing details of customer registration, car bookings, invoice paid,
  • Booker creation & pulling status on booking, payment status, Booking History, Customer Information & Booker Information.
  • Email notifications to customer for booking confirmation, booking cancellations, payments etc.
  • System administration.
  • 15. Scanning & uploading of documents & emails.

Benefits

  • Faster Car bookings, Invoice processing & better Control on credits & outstanding payment updation.
  • Bookers / Renters can make bookings through mobile phones.
  • Online Rate calculations for bookings
  • Managing Car booking History & MIS Reporting
  • Reduce Transaction processing time for both our client & their customer.
  • SMS & Email integration helps confirmation of instant bookings, Cancellation and updates as and when requires.

Leading Airlines Reservation System

Overview
Industry

  • Leading Airlines Reservation System
    Location-India

Solutions

  • Lead Management
  • Inbound Contact Center Solution
  • Customized Interactive Voice Response System
  • Customer Interaction Management System

Client’s Profile
The leading provider of IT solutions to the Indian travel and tourism industry is providing a global platform to the Indian Travel industry by enabling access to state of the art travel automation technology.

Set up with the objective of providing IT and software services, developing software products and automated tools, for the travel trade industry including customized software products for travel agents and travel service providers. Company its head office in New Delhi and a wide network of 40 branch offices providing software connectivity to travel agents in the Indian sub-continent to access over 95% of scheduled airline seats as well as hotel rooms, insurance packages, car hire and other travel services worldwide. Amadeus CRS usage has expanded to 217 cities across India, with over 28,676 terminal installations and 9,052 travel agencies online.

Business Challenges

  • Providing high quality customer service and faster resolution of issues
  • Enhanced customer experience and increased profitability
  • Lack of knowledge and expertise in the niche segment of travel
  • Handling Branch and Agents Enquiry

Operational Challenge

  • Understanding the Travellers’ requirement
  • Managing customers’ interaction history month by month
  • Creating a personal rapport with customer
  • 100% efficiency in account handling

Solution Delivered by Teckinfo
InterDialog Inbound Contact Center Suite has been used successfully to cater the end to end process. This has been achieved by using InterDialog UCCS tools for Customized forms and Workflows based on our domain knowledge of the industry.

Teckinfo created customized IVR solution especially for Airlines Reservation System with agent CRM. Customer Calles the 24*7 Helpline number and get the option of Fresh Booking, Modification to Existing booking, Cancel & refunds and any other options. Depending on the option selected various sub menus get played and finally transfer the call to the Agent.

Agents get the booking details of the customer through IVR and generate Order to process further for payment. Customer is then diverted to self-service IVR for Payment Gateway and depending on the transaction booking is finalized.

Teckinfo’s offering

  • Reservation request processing
  • Quoting fares for an itinerary
  • Processing cancellation requests
  • Up-selling techniques, ensuring increase conversion ratios and maximize revenues

To help in successful implementation we provide

  • Online Monitoring
  • Customized Reporting
  • Call Recording

Business Value Addition

  • Lead tracking based on field feedback and redistribution of non-picked leads.
  • Maintenance of lead history based on unique customer account id. System maintains the previous month’s history as well.
  • Agent and Process Productivity Monitoring.
  • Special provision of online Script, Product details, FAQs etc. on a click of a mouse.
  • Meeting and exceeding customer expectations by use of latest technology to provide clients with world class services and round the clock support
  • Accomplishment of high quality work through skilled manpower spread out across the globe

For more information:

Email us at info@teckinfo.com or call (+91) 11-49605518 or send form below

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User Testimonials

  • We are very pleased with our decision to use InterDialog. The product is excellent and the support outstanding......
    Nitin Sawhney - LWCCS

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  • "Teckinfo's state of the art product helped us scale up our business operations."
    Subhash Palsule, Director, Panalinks

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  • "By providing excellent support services, Teckinfo helps us run our business with minimum downtime."
    Deepak Malhotra, Dee Call Solutions

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  • "Teckinfo products & solutions are flexible, scalable & extremely user friendly."
    Mohan Lal

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  • "Smart & Advance features of Teckinfo Dialer(products) helped us provide unmatched customer experience to our clients. We look forward to doing many more projects with Teckinfo."
    Nitin Sawhney, Live Wire Contact Center

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  • "We have been very pleased with the solution and support and have been constantly increasing the number of seats based on our ever-increasing business requirements. We recommend Teckinfo Solutions as an efficient and customer oriented partner for all Contact Center requirements."
    Sushanth Raghavan, Senior Manager
    Operations - Phone & Dialer Systems
    Sulekha.com


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  • "Smart & Advance features of Teckinfo Dialer (products) helped us provide unmatched customer experience to our clients. We look forward to doing many more projects with Teckinfo."
    Pace Setters Business Solutions Private Limited

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