How this ITES company implemented cloud-based customer service for increased efficiency

4 mins read

A newly found Indian Information Technology Enabled Services (ITES) company partnered with Acefone in 2020. The company, with a team of 100 employees, provided their clients with skilled manpower for IT customer service and operations, tax benefits, low-cost operations, cloud technology, and much more. This ultimately led to more companies outsourcing operations, going so far as to even outsource entire departments.

ITES client’s telephony requirements

Our client faced several challenges with their expensive and complicated traditional phone system. Their team was unable to track multiple customer queries as the process involved manually checking each one amongst multiple ongoing cases. The system also experienced frequent downtime and was unable to scale as per their business needs either.

This made them look for a cost-effective and reliable solution that could address these challenges. A communication system that would allow them to promptly connect with customers.

Cloud-based customer service for improved efficiency

The experts at Acefone held multiple discussions with their team to understand the core problems. After which, they concluded that a cloud phone system would solve all our ITES client’s issues. We gave them access to our customizable features such as call transferring, recording, sticky agent, and much more.

The solution allowed the client to centralize their communication system, ending the need for separate phone lines for each employee. This helped them offer high quality cloud-based customer service from a single platform.

Popular features of a cloud phone system

Comprehensive Analytics

Our cloud phone system helped the clients track key metrics like first call resolution, and query status to monitor call quality.

Calling Monitoring

With call monitoring, the client could guide their agents toward better communication, enhancing customer experience.

Call transferring

Call transferring allowed one agent to transfer the call to another agent or their supervisor to tackle overwhelming cases.

Call barging

Supervisors could jump into ongoing calls to help the agent adequately address the customer’s concerns.

Call whispering

With call whispering, supervisors could talk to the agents during calls without the customer hearing.

CRM Integrations

Acefone’s CRM integrations enabled easy data transfer helping agents have quality customer conversations.

Sticky Agent

Customers could connect with the same agent they spoke with the last time to avoid repeating their issue.

Call Management Suite

Our client could manage all the customer interactions smoothly from a single centralized location.

Call Routing

With call routing, each call went to the best-qualified department or agent to ensure the best resolution.

Interactive Voice Response

Our client could build a self-help menu to redirect customers to the right department as needed.

Benefits of cloud-based customer service

After implementing the cloud phone system, the ITES company experienced several benefits, such as:

Enhanced Flexibility

With the newfound capacity to manage phone lines within minutes, our clients could easily handle fluctuating call volumes, projects, and growing teams. This helped them effortlessly scale their operations as per their evolving business needs.

Seamless Remote Collaboration

Our client could seamlessly integrate remote employees into their communication network. Moreover, call conferencing enabled remote employees to connect with colleagues and clients from anywhere, ensuring efficient teamwork.

Improved Customer Experience

The cloud phone system empowered the client's support team with features like automated call routing, real-time analytics and call recording, which allowed managers to improve call quality, ensuring consistent service excellence.

Cost Efficiency

With a cloud phone system, our ITES client increased savings by doing away with expensive hardware, maintenance, and upgrades. Our pay-as-you-go pricing model also aligned with budgetary requirements.

Reliable Disaster Recovery

Our cloud-based PBX helped the client avoid disasters and maintain seamless communication through automatic backups, redundant infrastructure, and geographic failover capabilities.

Takeaway

In the ITES industry, maintaining seamless communication is vital to avoid business disruptions and ensure client satisfaction. Acefone’s cloud phone system helped our client streamline their communication system, reduce costs, track query status and improve their customer experience.

If you're interested in enhancing your business communication solution, our dedicated experts are available to assist you.