Lack of transparency for the calls made by multiple agents to the clients.
Go ahead with contact center solution to track each and every call and agent performance as they decided to go with cloud-based providers to avoid any installation on their premises. Their evaluation criteria included excellent services with maximum uptime, strong support, and a scalable solution.
A pilot for 6 months with 16 agents out of 200+ agent setup, gradually whole team was migrated to Spark TG Contact Center Solution.
Complete transparency with real-time call reports and recordings. The benefit of having agents anywhere and still continue to use service and make calls to clients.
In last two years, there have been two office location changes, i.e., Noida to 2 locations in Gurgaon. While making all the shifting and new arrangements at new places, not even for a moment their calls got hampered.