Customer Profile

 
Our customer - ThinkSynQ Solutions - is a leading Domestic Business Process Outsourcing (BPO) company based out of Chennai. The company was established in 2007 and currently employs over 70 people. They are looking to expand their operations in Mumbai, Bangalore and Hyderabad shortly. Their customers include telecom companies and insurance companies amongst others.
 

Challenge

 
ThinkSynQ was growing rapidly. With growing call volumes and expanding teams, they needed to improve the number of effectively contacted people that the Customer Service Executives (CSE) were reaching on a daily basis. As the entire process of dialing was manual and feedback capture was on Excel spreadsheets, they could not improve the outbound call rates. Also, the process of disseminating call data to the CSEs, collating the called data together and putting together call reports to the customers was becoming an extremely cumbersome process.  
 

Solution

 
PK4 implemented a special version of Impel CRM called the Impel Call Center Edition for ThinkSynQ. We integrated Impel CRM with Asterisk, an open-source IP PBX and ViciDial, an open-source Predictive Dialer. With this, lead data received from ThinkSynQ's customer is uploaded into specific marketing programs within Impel. There is a possibility of assigning the leads to various CSEs based on round-robin assignment. With the integrated Asterisk, the CSEs have a softphone interface on their desktops. The ViciDial predictive dialer dials prospects one by one. As soon as a call gets picked up by a prospect, the call is routed to a free CSE, while at the same time, all the customer's data appears on the CSEs screen simultaneously. The Impel Call Center screen was simplified so that the CSE can enter most of the status information and call results just by point-and-click. This makes each customer call extremely fast. In addition, PK4 built some custom reports so that all details of daily calls made are available clearly and quickly.  
 

Working with a partner for the IP PBX and Predictive Dialer implementations, we were able to roll out the first phase of the solution within three weeks, per ThinkSynQ's requirements.
 

Benefits

• CSE productivity increased dramatically. On the first day of usage, CSEs were able to increase to 84 effectively contacted people from their regular 50 contacted people per day. ThinkSynQ hopes to increase this to 120 effectively contacted people as the system is tightened and refined
• Since all data is centralized and available from a historical perspective, our customer is now available to do much better analysis of the data for higher customer connectability rates
• With the upload of lead data directly into Impel, the time spent by Team Leads on assigning the leads to CSEs has reduced
• Previously, with lead data being individually assigned and updated through spreadsheets, there was lot of scope for errors to creep in. Also, it used to take an enormous amount of time to collate all the data at the end of the day. With Impel's centralized database, the number of errors has reduced dramatically and the data is secured in one place
• Previously, the MIS department spent all night collating all the data and creating the reports that the customer needed. Now the entire data collation step has been eliminated and reports are run very simply and fast