Success Stories
Enhancing merchant support for India’s largest consumer bank
Providing seamless 24/7 multilingual support through HALO Connect for improved merchant engagement
Case Study Overview
Problem
With a vast network of merchants spread across India, the bank required a seamless support system that could manage high call volumes, offer multilingual assistance, and operate efficiently from any location.
About the client
The client is India’s largest consumer bank, managing a widespread network of merchants across the country who rely on continuous support and engagement.
Approach
- 24×7 Inbound and Outbound Contact Center: Enabled around-the-clock support via a centrally managed cloud infrastructure, ensuring continuous operations from anywhere.
- Multilingual Support: Merchant calls were handled in regional languages through native language-enabled IVR systems, offering a personalized customer experience.
- Automatic Call Distribution: Calls were distributed automatically to the nearest center based on specific requirements, enhancing response times.
- Remote Flexibility: The cloud setup allowed customer service agents to operate from any location, ensuring operational continuity.
Solution
- Implemented HALO Connect, a cloud contact center offering 24×7 support and seamless communication with merchants in their native languages.
- Centralized operations to streamline customer service and enhance efficiency.
- Enabled flexibility in managing calls remotely for improved operational control.
