Their Obstacle
Housing.com, a key player in India's real estate sector, aimed to enhance connectivity with brokers and customers through a robust helpline solution. They sought to provide instant query resolution, operate a 24/7 helpline, and boost employee productivity. However, they faced challenges in implementing a comprehensive IVR system for multilingual support, managing high volumes of incoming calls during advertising peaks, ensuring seamless call routing to their PRI line from DeepCall's cloud servers, and establishing customized log reports for call analytics. Additionally, they required secure agent login credentials to access specific call information, highlighting their need for efficient call management and customer service strategies.
Our Approach
DeepCall was pivotal in transforming Housing.com's customer communication strategy by deploying advanced solutions tailored to their needs. This included implementing a sophisticated IVR system capable of managing calls based on language, department, and time, optimizing agent productivity.
The platform facilitated comprehensive call management with features like call recordings, live tracking, call transfer options, and mini CRM functionalities, ensuring seamless handling of high call volumes.
DeepCall also provided secure agent logins for personalized access to daily reports and successfully managed multiple call channels to meet fluctuating demands. Overall, these efforts streamlined Housing.com's operations, enhanced customer satisfaction, and improved efficiency in managing their extensive call traffic.
The Result
Here are the results achieved by DeepCall through their implemented solutions for Housing.com:
- Flexible Working Environment: Enabled office, remote, and home working options for mobile workers, enhancing flexibility and operational agility.
- Cost Saving: Reduced expenses by utilizing a secure cloud interface and successfully diverting calls to PRI lines without additional investments in new telephone lines.
- Centralized Management: Managed multiple agents efficiently on a single platform, optimizing resources and providing a cost-effective solution for large-scale operations.
- Improved Productivity: Enhanced productivity among Housing.com employees by streamlining call management, implementing efficient workflows, and providing a user-friendly centralized platform.
- Enhanced Customer Service: Facilitated simultaneous connections of multiple customers to the helpline number, ensuring prompt and effective customer support.