Noida, Uttar Pradesh, India, Feb, 2021 -- Ameyo, a provider of omnichannel contact center technology, announced that its Mobile Call Center Solution has enabled Spice Money to shift their Contact Centre operations to a complete remote environment.
Amidst the COVID-19 pandemic and the ensuing nationwide lockdown, Spice Money faced challenges on its customer experience front. While they shifted most of their customer queries to Email and WhatsApp, the majority of their entrepreneurial network of Adhikaris based in semi-urban and rural areas preferred voice calls as a mode of communication. Like many other businesses, Spice Money saw a surge in call queries leading to a higher response time during this period.
There were two major goals for the team – to transition seamlessly from Spice Money’s office-based calling set up to a remote contact center solution and to scale the customer service operations by enabling the Adhikaris to run their business smoothly. Towards these, Ameyo offered its Mobile Call Center Agent Application, requiring no additional infrastructure, enabling Spice Money to handle customer queries over calls with 50% of agent capacity.
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"With the historic lockdown in 2020, people in smaller towns and rural areas were hit harder. Therefore, it was Spice Money’s responsibility to ensure our Adhikaris could talk to us whenever they needed to, and their queries were resolved quickly. With the implementation of Ameyo’s solution, we achieved better query handling with a significant decrease in AHT from 8 minutes per call to 4 minutes within 10 days of implementation. Achieving a smooth transition from traditional calling to working entirely remotely, we successfully saved our Adhikaris’ time and increased their productivity," said Amit Sharma, Head of Customer Lifecycle Management, Spice Money.
"Ameyo is at the forefront in enabling digital customer experience for fintech companies, especially post-pandemic with the launch of our remote contact center solution. Our products have assumed an all-encompassing role across customer interactions, debt collection, video KYC, and more. Within 8 months of the launch of Ameyo mobile call center agent application, we have onboarded 60+ customers & 40,000+ agents who have successfully shifted their operations remote and save huge infrastructure-related costs," Sachin Bhatia, Co-founder, Ameyo.
Posted by Veronica Silva Cusi, news correspondent
Ameyo is an Omnichannel customer engagement platform that helps businesses streamline their customer service, customer support, and collection processes. Ameyo's robust platform is available for implementation on-cloud,on-premise, as Hybrid and has pre-built integrations with major industry grade CRMs. Ameyo provides strong omni channel capabilities of Voice, IVR, ACD, dialers, email, chat & social media such as Twitter, Facebook & WhatsApp.
Published: Monday, February 22, 2021
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