One Connect Solutions
Our client is into construction sector focusing in building township. They have presence at 18 locations building 40000 houses across india. Their vision is to build 100 cities by 2030. With such huge projects, they need strong infrastructure.
Consumers in construction sector makes an enquiry on a weekend. Company’s current infrastructure was such that when a consumer gives details on a web form then he used to receive call back in 48 hours. When customer used to call then he would have to go through long waiting time. If the customer hangs the phone then he would receive call back in 48 hours. This would mean postponing the site visit to next weekend.
Solutions implemented by Rubic Solution
Rubic Solution implemented one number connect. The infrastructure developed was such that when a customer calls, IVR would ask customer about property he is interested in. Using his response it would divert the customer to concerned call center department. Calls hit 5 executives at one point of time and then call is patched to the executive who picks up the call. Rest calls are disconnected. If all the 5 lines are busy then the customer is prompted number of callers ahead of him.
Call patch – asking customer before hand about property he is interested in helped us connect to right customer care executive. This reduced call duration and better customer experience.
Reduced waiting time – customer used to generally call on weekend. Quick customer patch made site visit possible on the same day.