Project Name
Streamlining Call Center Operations with CTI Ninja
Our client, a well-established financial services company providing banking, loan, and investment advisory solutions to over 1 million customers across the country, faced significant challenges in its call center operations. With a strong focus on customer engagement and operational excellence, the client operates a large contact center to handle inbound queries, service requests, and advisory calls.
Despite having a strong customer base and capable agents, the client faced the following issues in their call center operations:
- High Average Call Handling Time (AHT): Agents struggled to access customer details quickly, leading to delays in resolving queries and a high average call handling time (AHT).
- Inconsistent Call Routing: The absence of an intelligent routing system meant that calls were often directed to the wrong agents, increasing customer frustration and leading to repeated transfers.
- Manual Call Logging: Agents had to spend significant time on manual data entry, which was time-consuming and prone to errors, causing inaccuracies and agent fatigue.
- Inability to Track Agent Availability: The client lacked visibility into agent status, leading to inefficient call distribution and missed call opportunities.
- Lack of Centralized Data Access: The existing systems did not allow for seamless data transfer between the telephony system and Salesforce, creating data silos and hindering the ability to fetch or update call data securely and efficiently. This was a key area where a CTI Solution for Financial Services could provide significant improvement.
To address these issues, our client used our application - CTI Ninja, a leading CTI Solution for Financial Services, which integrates seamlessly with Salesforce to provide a robust and user-friendly telephony solution:
- Smart Routing: Calls are routed only to available agents and further prioritized based on the agent’s last call time.
- Auto Logging & Notes: Calls and outcomes are logged automatically, with agents able to input notes in real-time.
- Click-to-Call: Agents can initiate calls directly from Salesforce with a single click, improving efficiency and reducing dialing errors.
- Real-time call status: The application provides real-time call status, showing if a call is dialing, ringing, or ongoing, along with a running timer.
- Call Recording: Automatic and manual call recording options are available for quality assurance and compliance purposes.
- Configuration Widget: Administrators can configure which Salesforce objects are integrated with the app, assign user profiles and permissions, and set the priority order for objects.
- Reports & Dashboards: Provides insights into inbound/outbound calls, attended vs. unattended calls, agent-wise call volumes, average queue time, and transferred calls for better performance tracking.
- Higher Call Resolution Rates: With intelligent routing and quick access to customer data, the company reported a measurable increase in first-call resolution rates.
- Enhanced Agent Productivity: Real-time call status and automation freed up agents to focus on customer interactions, reducing manual tasks and errors.
- Improved Customer Experience: Faster response times and personalized support through seamless Salesforce integration built customer trust and satisfaction.
By implementing CTI Ninja, a tailored CTI Solution for Financial Services with intelligent routing, token security, and automation, the client transformed their financial call center into a smarter, faster, and more reliable support system. Customer satisfaction increased, operational costs were optimized, and agent morale improved due to reduced manual work and clearer workflows.
Transform Your Financial Services Call Center with CTI Ninja, The Premier CTI Solution for Financial Services!
