Challenges
SABOO RKS wanted to optimize
sales, improve services and put in place quality control measures. They faced call connectivity issues, poor IVR functionality, and delay in following up with leads.
Ozonetel’s unified CX platform
ensured seamless connectivity
across sales, services, and quality
control. With effortless CRM integration, they boosted agent
productivity, minimized response times, and optimized sales.
Solution
Results
SABOO RKS provided their
customers with seamless connectivity and quick resolutions. They saw a 50% uptick in conversations, 45% increase in sales, and a 33% reduction in Average Handle Time (AHT).
About the Company
SABOO RKS is a leading automobile dealer in Hyderabad. Over the last four decades, they have been driving growth in the domains of automobile sales and service. To date, they have sold over 1,00,000 Maruti Suzuki cars andserviced over 10,00,000 cars. With an excellent track record for impeccable service quality and high customer satisfaction, they aim to continuously reinvent itself to meet the evolving needs of customers.
Ensuring High Uptimes, Uninterrupted Service, and High CSAT
Unlike other call center solution providers, Ozonetel’s robust CCaaS (Contact Center as a Service) platform could successfully handle high and fluctuating call volumes. With Ozonetel, the firm could handle 40,000+ calls daily and up to 1340 calls concurrently. They also created redundancies and took fail-safe measures to mitigate telecom outages. This meant that they could now offer reliable phone support where every customer call is answered, even when call volumes spike during a market shakeout
Deep CRM Integrations Improve CSAT by 60%
Through a deep Salesforce integration, the system identifies and routes callers to the right agent, offering personalized support and ensuring contextual conversation. This contributed to an 80% First Contact Resolution(FCR) rate, with a 60% jump in CSAT score.
Customer-centric IVR Reduces Abandon Rates by 58%
A self-service IVR further automated 35-40% of all incoming calls, reducing the need for agent intervention. Consequently, wait times decreased so significantly that abandon rates fell by 58%.
The IVR would also notify customers about technical issues in advance, preventing telephone line congestion. Voice blasters were also used for quarterly fund pay out and compliance-related announcements.
One Solution for Equity, Commodities, and Brokers
The company leveraged Ozonetel’s comprehensive solution for both inbound and outbound calls. Call recordings & secure storage ensured compliance with SEBI’s mandate of maintaining legally verifiable records of clients’ orders. And integrated dialers improved the efficiency of outbound calls.
Routing calls to specialized teams reduced Average Handle Times by 25%. The firm created dedicated teams to handle calls for equity and commodity trading. Post 5:30 p.m., when equity trading closes, the system auto-routes all calls to the Commodities Team.
40%
IMPACT: 40% of queries
solved without agent
intervention
58%
IMPACT: 58% lower call
abandonment due to
reduction in wait times
40%
IMPACT: The contact
center’s agent attrition
rate is one-fourth of the
industry average.
Advanced Tools to Facilitate Remote Working
When the pandemic broke out, the brokerage firm ensured uninterrupted business continuity by directly patching calls to agents’ mobile phones. Supervisors used Ozonetel’s Call Monitoring Dashboard, Darwinbox integration, and Rogue Agent features to ensure high productivity and discipline. Today, their entire team of 650+ agents continue to work remotely — efficiently handling over 1 lakh minutes of conversation daily.
Benefits & Overall Impact
Our offerings have enabled the brokerage firm to promptly address and resolve any customer issues with a higher level of support, tailored to meet the unique needs of each customer. The collaboration has led to several not able accomplishments for our client, which serves as a testament to our commitment to deliver exceptional customer experiences.
- Improved reliability. High uptimes
- Uninterrupted service across 40K+ calls
- 40% calls resolved without agent intervention
- Achieved FCR of 80% and boosted CSAT by 60%
- Average Handle Times reduced by 25%
- Virtual operations. Low infrastructure costs
