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Haldirams Streamlines Business Operations with Big V’s Cloud Telephony Solutions

Haldirams – a well know brand with widespread local and international presence, has varied business operations by way of retail outlets, restaurants as well as a water park. Most of its business is conducted from the corporate office and outlets situated in Nagpur while its branch offices in Mumbai, Bangalore, and Chennai handle bulk orders, exports and e-commerce.

Business Monitoring and Optimization Problems

  • Streamlining operations and promotions for different strategic business units: Haldirams ambitious expansion plans were in full momentum at the corporate level, but implementing the same seamlessly from end to end was vital. Having varied business verticals catering to different aspects of FMCG sector, Haldirams required widespread marketing as well as continuous monitoring of customer inquiry handling and subsequent response at grassroots level. Its management needed individual as well as consolidated overview of day to day operations. Obtaining this in real-time was a challenge considering multiple locations and their multiple contact points. Additionally, with need to promote the brand as whole as well as individual outlets, Haldirams spent enormous resources on advertisement budget, reducing their profit margins.

 

  • Missing Business Opportunities: With successful e-commerce and large scale international client base, Haldirams often received calls before and after office hours, resulting in missed business opportunities that were impossible to track. Additionally increased call flows during festive seasons and promotional offers resulted in high call waiting and missed call rates due to inability to handle more than a couple of calls at a time.

YOCC Smart Telephony Solutions

Big V Telecom, after scrutinising communication needs of Haldirams, proposed YOCC – Your Own Calls’ Centre – a single number cloud telephony solution. This single number connected all the different business divisions and sub-divisions at different locations. Thus to avail any service from Haldirams, a caller would have to call on the advertised YOCC number and dial the desired extension on IVR to reach corporate office, restaurant, retail outlet or water park.

Callers no longer had to struggle to search through multiple numbers of Haldiarams to reach their desired final point of contact. The YOCC number in time came to be associated with the brand Haldirams irrespective of the business unit customer is interacting with, thereby strengthening the brand identity as well as brand recall in minds of customers. It also helped boost promotion for all SBUs in one go.

Automated Customer Database Generation and Real-time Monitoring

YOCC generated automated call logs and customer database for all the calls received on Haldirams’ virtual number. They could now leverage on customer database of a particular business unit to promote other units too.

YOCC also automatically generated detailed call reports as per business units, i.e. how many calls were received for which of the business divisions, who answered them, time of calls received as well as duration of the calls. All these reports were sent to the management over e-mail on daily basis and also accessible through YOCC’s mobile app and web interface. This enabled the management to monitor in real-time, the performance of each SBU and devise strategies accordingly. Additionally since all the call interactions were recorded, it made it easy for the company to monitor customer service standards of its executives.

With after office hour feature of YOCC, any calls received on the virtual number in non-working hours are now auto answered and the contact details of the caller are sent to agents and management through unified notification system.  Thus there were no more missed calls or missed new business opportunities.

With implementation of YOCC cloud telephony, Haldirams experienced an evident overhaul in business operations, growth in business revenues and increased customer loyalty.

Cloud Telephony – Backbone of Modern Day Business Communication

Today business communication scenario is rapidly changing. Organizations are shifting from traditional business telephony systems with limited call handling and location connecting capabilities – to technologically advanced cloud telephony solutions.

Here’s what lead to this shift…

In wake of globalization of economic activities, businesses today function from one location, utilize services of vendors from another location and cater to customers sitting hundreds of miles away at different locations. In such dynamic environment, having effective one-on-one communication channel is of utmost importance for conducting day to day activities without interruption.

The most common mode of real-time communication has by far been telephonic. But traditional telephony solutions posed challenges for management in terms of monitoring on call interactions on multiple phone numbers, tracking customer issues and solutions, maintaining customer database for different locations and so on.

Overcoming barriers with Virtual Telephonic Solutions

With high flexibility, scalability, seamless remote connectivity and multitudinous other reasons Cloud based telephony solutions like YOCC have become the backbone of modern-day businesses.

  • Low Cost & No Maintenance:

Implementing cloud telephony solutions does not require any infrastructure set up or expert manpower as everything is hosted on the cloud, managed by service providers and can be used on any telephonic and mobile device. No longer do the businesses need to use high maintenance in-office EPABX systems, eliminating the need for any kind of capital investment. Additionally, the payment has to be made as per the usage, making it one of the most cost-effective communication channels.

  • Multi-location connectivity on Single Virtual Number:

A single virtual number provided by cloud telephony services like YOCC from Big V Telecom can connect multiple geographically scattered locations with multiple extensions. Adding locations or removing one from the system; or even moving the number from one location to another can be done without any hassle in no time.

  • Multiple Call Handling:

Cloud telephony system can handle multiple calls simultaneously on a single number with automated voice prompts and routing calls to organizational representatives in any pre-determined pattern. Cloud telephony ensures that there is no call waiting for callers and zero missed calls and business opportunities for organization.

  • Remote Accessibility:

Cloud telephony provides immense flexibility to employees from anywhere. With flexibility to work and communicate on the go, cloud telephony helps increase overall productivity. It also provides much needed strategic control to management with remote accessibility to auto generated caller database and call analytics through web and mobile app interface.

Missed Call Marketing coupled with IVR Solutions: Key to Successful Modern Day Marketing

Modern Marketing has taken a new turn due to technological innovation in the field of telecommunications. IVR and MCM, i.e., Interactive Voice Response Campaign System and Missed Call Marketing Solutions comprise most of the modern marketing techniques through telecommunications.

What is IVR?

Interactive Voice Response (IVR) is a technology that uses voice and DMTF tones input via keypad to interact with users. These systems are meant to handle huge call loads. IVR is known for its reduction of caller waiting time. In a simpler sense, IVR gives a pre-recorded audio and accepts keypad input, after it gives an option driven menu.

What is MCM?

Missed Call Marketing is an innovation that is used by entrepreneurs globally for the purpose of telecom marketing. The most basic and cheapest way for connecting to the public is MCM. MCM doesn’t require any specific app or system in the phone. One has to just place a missed call on the given number to receive the desired info in the form of a text or another incoming call. Placing a missed call is free of cost and hence MCM is widely accepted.

Simple MCM process:

  1. A ‘missed call’ number is circulated through ads and campaigns
  2. Customer places a call
  3. Call is terminated
  4. Customer receives a text or call regarding specific information

Simple IVR process:

  1. An outbound call is placed to a customer
  2. If the customer is interested he receives it otherwise, the process ends
  3. If he receives it, he is run through the menu
  4. Customer gets the info.

How can both techniques be combined to get a unique solution?

IVR and MCM can be combined to get a unique marketing solution that can be user friendly, affordable, less time consuming and really simple.

Missed Call Marketing is limited to a certain extent as the complete information isn’t necessarily received by the end user; and IVR has its chances of getting calls wasted to uninterested users. Therefore, a unique system can be created using both techniques, which will follow the following process:

  1. A ‘missed call’ is circulated through ads and campaigns
  2. Customer places a call
  3. Call is terminated
  4. An outbound call is placed to a customer
  5. The customer is run through the menu
  6. Customer gets the information.

Thus, it avoids the drawbacks of both MCM and IVR and a unique system is created that can boost marketing to a new level.

Big V Telecom, a cloud based telephony company, offers such a combined marketing system with its product, DialNDisconnect. One of the most reputed solutions providers in the telecommunications sector, Big V Telecom has developed several innovative and cutting-edge solutions, spanning across various sectors.

 

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Missed Call Marketing – Changing the Face of Mass Communication

Marketing has, until now, primarily involved promotion via physical and virtual methods. Flyers, leaflets, online advertisements and more have always formed the heart and soul of a marketing campaign. Recently though, there has emerged a new method for increasing customer engagement, that is, missed call marketing.

What Exactly is Missed Call Marketing?

Missed call marketing works on the principle of providing service information to the end user without them having to spend a single buck. It stems from the idea that almost every person in the world has mobile handset today. A fact that can be used to reach out more efficiently to every individual living in the civilized world, than a website or a leaflet could.

Missed call marketing involves providing a single, one-for-all contact number by the brand to be promoted, where customers can give a missed call to avail information about product features, promotional campaigns, discounts and offers, free of cost. The company, on receiving the missed call, sends out a text or pre-recorded voice message, which provides the end user with the information required.

The Scope of Missed Call Marketing

A mobile phone has become one of the most common digital gadgets used by people across all strata of society. These handsets range from simple, small phones with basic caller applications, to high-end smart-phones and tablets that have myriad cutting edge features.  One common affordable and easy to use, mode of connecting with such diverse target audience using technologically diversified mobiles is missed calls.

India itself has an active mobile user base of over 833 million, ranging over different topographies. Missed call marketing enables brands to reach out to all of these via just a missed call. This innovative technique has proven itself to be significantly ahead of the rest of the conventional means of mass communication, and the scope is only expected to keep increasing with increasing number of mobile users.

Features of Missed Call Marketing

To avail of this robust marketing platform, as a brand you can use a cloud telephony solutions like DialNDisconnect from Big V Telecom. This service provides your company with a dedicated virtual phone number where customers can send a missed call and get in touch with you. The service can be used to fulfill several purposes like:

  • Number Verification

The dialed number is instantaneously verified, before being added to your database, to make sure that it is not a spam call. This database of numbers can be then accessed to send promotional messages as and when required.

 

  • Public Votes

This functionality is useful when public voting needs to be done to decide on preferred product or service. It is also widely used by television reality shows as well as beauty pageants to decide winners in competitions when there are multiple options available. The number of missed calls received by each candidate on their dedicated numbers is monitored, calculated and the final result is analyzed.

 

  • Product Promotion

Perhaps the most important application, missed call marketing can be used to promote products across a wide user base, irrespective of the end user’s device type. This gives businesses an opportunity to test new product viability or gain feedback on current services or products. It also enables business to gain popularity amongst consumers by offering add on offers in the form of discounts or some kind of entertainment in return for the missed call given by them.

 

Missed call marketing is one of the most powerful means of mass communication today and the market is yet to reach its full potential. A simple, yet robust tool it helps companies get in touch with their client base easily and quickly.

How Virtual Call Centers prove to be an Intelligent Call Management System?

Businesses these days are growing at a rapid pace, and in today’s world everything is just a phone call away! With the current growth of Start ups in India, it is a must to have your own virtual call center. Traditional call centers include a huge infrastructure, millions of rupees of investments and a lot of manpower. Wouldn’t it be great if this expensive set up could be simply replaced by Virtual Call Centers with utmost simplicity?

 

Yes, cost affordability is the most important factor that makes virtual call centers a lucrative option. This is because virtual call centers neither require any infrastructure set up to be initiated within the premise nor does it warrant any in-house recruiting for technical manpower. All this is take care of by service providers like Big V Telecom, the first company incubated by Tata Elxsi.

 

Enables monitoring, quality control and data analysis

Cloud hosted call center services like YOCC from Big V provide complete and easy control over all the calls and the incidental data generated from them. As we all know business communication needs close monitoring and time to time checks from managers. With YOCC’s system in place you can effectively record all the calls, later download and play them to analyze how your executives are actually speaking to your prospective clients and suggest improvements.

 

It is also possible to completely monitor and quantify the advertisements you put in various forms of media and get accurate Return on Investment analysis.

 

Provides flexibility to Business and its employees

Virtual Call Centers let your employees work from anywhere, any location and any city. Now they no longer have to sit in a dedicated place just to attend calls and they can also work from home. Yes employee satisfaction and benefit is a concern for any organization and cloud hosted business telephony lets you take care of it.

 

Ensure complete client satisfaction and increased business

With the multiple call-handling facilities you no longer lose business enquiries and all your calls are routed and diverted effectively to the concerned departments.

 

Virtual Call Centers are making client experience more satisfactory and engaging by all means. It is possible for your client to record feedbacks and suggestions in their own voice and additionally their voice would be a great testimony for your new and prospective clients. Such important services add to the goodwill and image of the company and our solution is a proven technology and an intelligent call management system by all means.

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Benefits of using Outbound IVR Solutions to Conduct Surveys

Consumer opinions play a very important role in determining the success and future course of a company. This is why companies adopt various methods to take consumer feedback on existing products and services and also to understand consumer expectations while developing new ones.

Many a times questionnaires sent through E-mails and SMS tend to be lost amongst the others received or overlooked as they require subsequent actions from survey takers. On the other hand voice based surveys are less likely to be missed by the consumers. Research shows that voice based surveys achieve higher response rate from consumers because they are personally targeted and make the consumers feel valued.

Large-scale voice based surveys if manually handled tend to take up a lot of time and require engaging large manpower resources too. In order to overcome these constraints many businesses today opt to take services of Outbound IVR providers like Big V Telecom – first Tata Elxsi incubate company, to undertake market research and customer satisfaction surveys.

What is Outbound IVR

Outbound IVR is an intelligent voice based bulk customer outreach system that can assist in surveys on the basis of customer DTMF inputs. This means that customers are asked to select options by pressing relevant number keys. Outbound IVR is popular method of survey among many businesses due to the following benefits it provides.

  1. Survey large sample in less time: Since surveys conducted through Outbound IVR are automated and cloud hosted, many consumers can be called simultaneously. Thus within a short span of time business can survey a large database of consumers.

 

  1. Customized Scheduling: If it’s a post purchase survey or feedback about customer service quality it can also be scheduled after taking prior permission during primary interaction. The survey can be scheduled keeping in mind the general convenience and availability of the consumers.

 

  1. Get unbiased responses: The inputs provided by the consumers during the survey are directly registered in the database. Since there is no human element involved from the business-end while recording responses, they can safely be assumed to be unbiased and error free.

 

  1. Faster Data Analysis: With survey data automatically generated and entered in the system, it is also analyzed instantly. This provides quick results on completion of survey for the business to act upon. In case of consumer satisfaction survey, any negative feedback can be instantly identified by setting up required triggers and corrective actions can be taken with follow-up calls from the business representatives.

 5. Highly Cost Effective: Since businesses can conveniently hire Outbound IVR services on demand from cloud telephony providers like Big V Telecom they do not need to make any investment for infrastructure setup. Also since everything is automated right from conducting survey to analyzing the results, it can be accomplished with minimal manpower resources.

big v telecoms

Increase Your Business Productivity with Virtual Call Centers

Cloud telephony services have changed the way the traditional call centers operated. No longer is there a need to have large scale call center set ups with complex infrastructure to handle large scale inflow of customer calls. Cloud telephony has not only been beneficial for big companies but also a means to increase professionalism and productivity for small firms too.

Overcome geographical barriers

Virtual call center helps your business connect its operations at various locations on a single number without any wired mess. You can have a single toll-free or regular number as your single point of contact for multiple locations and departments. This makes it easy for your customers to get in touch with you and also creates a uniform brand identity for you business across locations

Apart from this, cloud telephony solutions give your employees freedom to work flexibly from anywhere. Cloud telephony service providers like Big V Telecom, the first company incubated by Tata Elxsi, offer smart call transfer to any mobile or landline phone, anywhere around the globe. This ensures the employees are always available to answer calls meant specifically for them and enhances their personal as well as business productivity.

Curtail operational as well as marketing costs

Big V Telecom’s innovative cloud telephony solution YOCC – Your Own Contact Center helps you effectively quantify the return on investment on your marketing channels. By accurately quantifying leads from each channel, business can manage and reduce marketing investment and yet increase lead generation.

Since your virtual call center is cloud hosted, you do not need to retain high cost and maintenance demanding PBX systems. Cloud telephony can be implemented without any in-house infrastructure set-up or additional manpower to maintain and operate it. You will not even need an operator to transfer calls to various departments or answer basic inquiries, this can be easily done with IVR system.

Increase effectiveness of your service

Cloud telephony providers like Big V Telecom are known to provide up-time of almost 99%. Additionally, with auto call answering, multiple call handling and missed call alerts, your business communication can be active 24/7 without any technical interruption. Thus your customer call will never go unanswered.

The call recording facility available with YOCC ensures you can listen to every call and increase effectiveness of your services by monitoring the quality of customer care provided by your business representatives.

In this manner by streamlining your business communication system in multiple ways, virtual call centers can definitely add to the productivity and growth of your business.

How different industry sectors in India are utilizing missed call services

The challenge that the companies face while marketing in India is that around 70% of the population resides in small towns and villages where digital connectivity and media outreach is limited. But they can instantly connect with this large proportion of Indian population through phones with over 1,040 million mobile and landline connections. Making the most of this connectivity, marketers across various sectors have vividly used missed call marketing for consumer engagement across the country.

The most appealing attribute of using free missed calls is that it encourages willful engagement from the consumers’ end and provides positive leads to the business. With customizable missed call service providers in India like us, the first Tata Elxsi incubate company, Big V Telecom, implementation of missed call campaigns is an easy task. Our service, DialnDisconnect provides highly quantifiable missed call services with powerful call data analytics.

Here’s how some of the leading industry sectors in India are utilizing missed call marketing:

  • FMCG

In the Indian scenario of missed call marketing, taking the lead is the FMCG sector whose target audience includes people from different economic backgrounds. FMCG giants like HUL, PepsiCo and Cadburys have used multiple missed call campaigns to garner feedback on new and existing products and packaging. Companies in this sector have also used it to reach the most rural population, tailoring call-to-action responses to suit region specific target audience. One of HUL’s most innovative and successful campaign included providing free, on-demand audio entertainment in Bihar, UP and Jharkhand.

  • Media and Entertainment:

The next widespread use of missed call campaign was made by the media and entertainment sector. The reality shows have been seeking participation from television audience in the form of missed calls to either vote for or vote out contestants while the talk shows based on real –life instances and social causes used it to know audience opinions on the same. The entertainment channels launched the missed call services for viewers to know show timings or set reminders while the DTH providers use it to provide customer support.

The application of missed calls in the banking sector has helped them boost productivity manifold.  Their ongoing missed call services have proved to be a boon by saving them time, money and resources used in accomplishing tasks like verifying mobile numbers of account holders, providing account summary and such other routine tasks. Not to forget, the benefits of generating credible leads for their telemarketing team by promoting different financial products through promotional missed call campaigns!

  • NGO:

Lastly, the missed call campaigns that struck the right chords with the audience are undoubtedly the ones used by NGOs and government to garner support for social causes. Some of the causes that Big V is proud to be part of are the ‘Call Anna’ campaign supporting anti-corruption crusader Anna Hazare and a co-initiative with Pune Police to reintegrate convicts with the society.

Many more sectors are opting for this lucrative marketing tool with latest to join the missed call marketing trend are the e-commerce and social media companies. Is your company using it? Do let us know!!

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5 Ways a Virtual Contact Center gives your business a competitive edge

With rapidly changing economic scenario, businesses need communication systems that are highly dynamic. They need systems that go beyond merely providing connectivity and give the business additional benefits that provide competitive edge. This is what technologically advanced cloud telephony aims at providing your contact center.

Here are 5 ways a virtual contact center can give your business competitive edge:

  1. A unified and uninterrupted communication system

A virtual contact center enables you to create a unified and intelligent communication on a single virtual number system for your offices at different locations across the globe. This helps you to streamline your business and enables you to create uniform brand identity across all locations. With cloud telephony you have the freedom to choose and drop the features as per your needs and thus ensure affordability.

Additionally, your business is up and running at all times with uninterrupted services from your virtual phone system. With its multiple call handling and auto response facilities, your businesses will not miss any calls and opportunities.

  1. Makes business ready to adapt to changes

An organization’s sustainability and growth is largely dependent on its ability to respond and adapt to changes in the business environment. Cloud telephony solutions provide immense flexibility to businesses to adapt to changes as they can be modified and upgraded in no time.

For instance if you need to respond to a change in competitor’s marketing strategy in real-time then you can do so by greeting your callers with pre-recorded messages advertising your offers. Additionally if you are expanding your business, you can instantly add more extensions to your virtual number to accommodate more locations and employees. Virtual contact centers even add mobility to your business. As they entail no on-site infrastructure, you can shift location anytime without hampering business continuity.

  1. Enables monitored customer interaction

The age old phrase ‘Customer is the King’, holds higher relevance today when customer is spoilt for choice and can switch loyalties at slightest dissatisfaction with a product or company. In fact over 75% of leading businesses consider customer service as prime factor determining sustainable growth. It is therefore important to continuously monitor and improvise on your customer care practices to stay ahead of the competition.

With innovative and affordable cloud telephony empowered contact centers, the call recording facilities are no longer meant for only big budget companies. They are now easily accessible even by small and midsized businesses, helping them maintain competitiveness with large scale businesses too. A virtual contact center can help track live calls and also retrieve and analyze other calls to make sure you do not miss any business opportunity or any customer over minor issues.

  1. Optimize resource utilization by quantifying marketing initiatives

When you are running a business on a tight budget in a competitive sector, every penny spent has to have good returns. With cloud telephony you can easily quantify the success of your marketing channels and have credible data on the ROI each channel generates. This helps you to optimally allocate your available resources in the most profitable channels and gain competitive advantage.

  1. Empowering Employees and Increasing Productivity

Your virtual contact center doubles up as an analytical tool that enhances overall employee and business productivity. It can provide detailed analysis of every business interaction, empowering employees to better resolve customer queries. It automatically generates customer database based on call records, assisting in employees in providing proactive customer support and also generating sales ready leads for future business.

With changing work patterns, companies today have scattered workforce and employees working outside office premises at flexible hours. Such workforce can be better managed with easy connectivity provided by virtual call centers.

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How to Plan a Successful Outbound IVR Campaign

Rightly designed and executed Outbound IVR campaigns can definitely strengthen a business’s ability to build healthy customer relationship, proactively handle potential grievances, and streamline customer engagement. Here are some key pointers to consider while planning your Outbound IVR campaign to ensure it achieves desired success.

  1. Use an updated customer database

In order to make every outbound call effective, it is important to use an updated customer database in line with the purpose of the campaign. An entire database can be called to provide general information but if the campaign is being run for payment reminders then calling customers whose payments are clear could annoy them. It is also important to ensure customers are not troubled with repeated calls.

  1. Keep your message short and to the point

Since outbound IVR campaigns are automated and carry pre-recorded messages, a long message could deter recipients leading them to hang-up midway. Use short and simple statements. If the Outbound IVR Campaign is a feedback survey then include just a few relevant questions with limited options to choose from. Simple options like press 1 for ‘yes’ and 2 for ‘no’ are known to receive better results. 

  1. Personalize with multiple language options

With cloud telephony providers like Big V Telecom, the first to be incubated by Tata Elxsi, providing multi-language options for Outbound IVR services, you can personalize messages for customers in their local language. In a multi-lingual country like India, providing customers the liberty to hear the message in the language of their choice helps capture their interest and increases the probability of accurate responses.

  1. Ensure value addition

Outbound IVR campaigns should be worth the customer’s time. Frequent IVR campaigns or calls with repetitive messages could lead the customers to opt-out of the campaigns. Automated voice messages for appointment reminders or informing about lowest price or discount or payment reminder would be appreciated by customers. On the other hand calling up a regular customer to take up membership card could be annoying. 

  1. Provide option to connect with agent

Providing customers option to connect with your business representative at the end of the call can make the outbound IVR campaign more productive. Especially if the campaign is advertising launch of new products and services or is providing low cost deals, instant connectivity with cloud contact center could result in prompt sales.