Printvenue optimizes human resources on Call Center with Exotel
Printvenue is one of Rocket Internet's fastest growing E-Commerce companies in India, they sell items such as business cards, t-shirts, mugs, pens, stationery, calendars, personalized gifts, corporate gifts and more. Printvenue has scaled its support team using Exotel, and also optimized on how many resources to have utilizing call data and reporting + analytics.
The reporting & analytics has helped us massively reduce the requirement of hiring people, and was very much thanks to the data we had from Exotel.
the best thing with Exotel was, we spoke on Saturday, registered, tested out for a day and on Monday we were up and Live with our new number. - Saurabh Kochhar , Co-Founder & Managing Director, Printvenue
Team(s) impacted: Support
Apps used: Happy Hours , Oak Tree .
We spent sometime talking with Saurabh Kochhar from Printvenue, the MD & Co-Founder on how E-Commerce is rapidly changing in India, and though Printo, Printstop etc. are doing great on the offline retail model, Printvenue is leading the way online.
See this nice Video of their advertisement on TV also - and it has for a split second our phone number as well - 011-3001-7676 :)
Q. What were the challenges faced by Printvenue while scaling up operations and support in your early days?
A. 2 basic but major one's for someone with our ambition:
1. A professional looking image with an IVR and basic call-routing.
2. Not missing calls from our customers.
A. We wanted a really easy-to-use solution which would give us a professional outlook immediately, and the best thing with Exotel was, we spoke on Saturday, registered, tested out for a day and on Monday we were up and Live with our new number. It was what we needed.The following was top of the priority list:
1. IVR to provide a great interaction with our customers.
2. Multiple call routing internally within the team.
3. Call Data & Reporting.
4. Call Records to keep track of how team converses.
Q. How did you use the Call Data via Exotel to strategically allocate your team's resources?
A. We bought Exotel mainly to have access to data, and when we were under pressure to hire more resources in the tele-calling team, we decided to first analyze the situation with some numbers.
We downloaded the reports and analyzed the data, and this is what we saw:
- Most of our incoming support calls came in 2 peak times of the day
- We had a few outbound callers & few inbound call receivers
Instead of hiring more for the 2 peak times, we did the following:
- Placed everyone together during the peak hours in incoming support calls.
- Brought out some of the support call receivers and they also made outbound calls in the lull hours.
This helped us massively reduce the requirement of hiring people, and was very much thanks to the data we had from Exotel.
We would like to Thank Saurabh & the Printvenue team for sharing their learning on how to optimize human resources based on call data and hopefully this cue can be taken by many more companies on great HR strategy.
Saurabh and team at Printvenue have been scaling tremendously in the last few months and are one of Rocket's fastest growing India companies. They have used Exotel and the Cloud based Telephony solution to great effect for all their requirements over Voice. If you have an E-Commerce company and are looking to scale and manage your operations better, feel free to try out Exotel with a free trial account here.