Other Finalists : Sparsh BPO Services : Seamless Customer Service

This project was undertaken at Sparsh BPO for its largest telecom customer -BSNL.

The requirement was to centrally manage and provide a 24x7x365 inbound customer

service for BSNL mobile and broadband customers in all telecom circles across

India. Key challenges that contact centers face are: slow speed of technology

deployments, costly maintenance contracts, difficulty in tracking the

effectiveness of individual agents, and a lack of metrics, goals and actionable

data. For an organization like BSNL with more than 4 crore customers scattered

through out the country, providing excellent customer service through contact

center adds complexity and scale to above challenges. The customer base of BSNL

is so vast that there are considerable number of customers who have never used

even the normal phone features. So the need was to provide a system that is

simple and technicaly robust. Other challenge Sparch BPO faced was that BSNL was

expecting a growth rate of 100 to 150% per year and call volumes in the range of

at least 6 -7 lakh calls day per circle per platform.

They wanted multiple platforms so that redundancy could be built within the

system. In-order to reduce the work load on the FTE, the system should also have

capabilities of customer self service ,and as a result all call must land on IVR

and be classified before getting routed to respective skilled agents.

Hence the need was to have a system where all ports in the system had to be

IVR enabled and have the ability to route calls to skilled agents post IVR

treatment. The setup needed to cater to more than 20 languages and multiple

skill sets. Some of features of the solution that were implemented included

Automated Call Distribution, Automated Outbound Dialing, Voice Portal, Voice

Logging, Agent Blendings , Advanced Reporting Package, Application Program

Interface for Agent Desktop / IVR design, and Supervisor Control.

Implementation of this project resulted in improved customer satisfaction by

8%, increased first call resolution by 5%, increase in self service automation

by 10%, and reduced overall maintenance costs by 20%. On top of this, Sparch BPO

also generating reports for top officals of BSNL so that they could improve

their service. This contact center is also utilized to pitch different products

and services at BSNL to its customers.