GEM: Big Market, Clean Market

Solution Requirement

Millions of buyers and sellers will be using this portal. Apparently, they also require support to use this platform efficiently. Hence GeM has set up a Call Centre as Helpdesk Support Centre. This helpdesk provides multi-channel support by Call, Chat, email, SMS.

1. More than 200 seater call centre will increase to 1000+ in very short time.

2. Call volumes will go up to more than 25000 calls per day.

3. The call centre is located in 3 cities currently and will grow to more than 10 locations, with centralised ticket management and reporting structure.

4. Requirements include a Toll-Free number, tracking all IVR based calls, getting a detailed report on abandoned calls, missed calls and finally recording all the calls.

5. One particular requirement is IVR based feedback mechanism.

6. Above all, all of above data has to be integrated with their CRM which runs helpdesk system.

Solution Deployment

1. Enjay Synapse IVR system deployed at three different locations with four PRI lines at each location to handle incoming calls, for customer support.

2. Customers call one toll-free number; Calls are routed to different Contact Center locations based on distribution logic.

3. Enjay Synapse (IP-PBX) is integrated with Enjay CRM which handles helpdesk and ticketing system. Enjay Synapse also acts as IVR software for the call centre.

4. Multilevel advanced IVR integrated on Toll-free number.

5. Call queues to manage Automatic Call Distribution (ACD) to Agents, who receive Call Popup on their screens, with all the details about the caller.

6. Feedback IVR system implemented for taking caller feedbacks.

Solution Benefits

1. Increase in call centre Agents performance as the popup gives them caller information.

2. IVR routes call according to set rules (e.g., Skill-based routing) for better efficiency, again.

3. Automatic Ticket creation in helpdesk system with every call.

4. Currently, 150+ executives can manage 10,000 plus calls every day.

5. Based on IVR feedback, automatic ratings of customer satisfaction directly into CRM helpdesk system.

6. Real-time dashboards for various team leaders and management positions.

7. Detailed reporting on entire call centre and help desk operations.