Vidyamandir Adopts Smartflo to Improve Contact Centre Performance

Our customer is a prominent organisation in the education sector and one of the leading coaching institutes for IIT-JEE, NEET and other national-level entrance exams held in India. With over three decades of industry presence, it has helped lakhs of candidates join their dream colleges and build successful careers in diverse fields. The customer needed to improve its team’s marketing efficacy and ensure that the calls to their helpline number were getting answered satisfactorily, no matter where their employees worked.

Business Challenge: To generate more business, the institute was trying to improve its telemarketing campaign that helped them connect with potential candidates and highlight the coaching classes’ benefits. To this end, the leadership team also wanted to monitor the calls received from new and existing students and proactively ensure that they were getting answered adequately.

The key issues faced in this task were:

• The organisation wished to manage the candidate life cycle systematically by allocating groups of students to particular counsellors.
• This would help in quicker and more professional query resolutions. It was difficult to keep track of productivity as employees were working from different office locations and homes after the pandemic.
• A major challenge was the management of the telemarketing campaign and monitoring of live calls when the agents handled them.

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