Based in Gurugram, Internshala is an online internship and training platform. Launched in 2010, it currently provides internship opportunities in more than 100 cities of the country. It is considered as one of the most popular employment portals in India. Internshala presently has more than 4 million students and 80,000 plus companies registered with them.
Internshala receives a high volume of calls from people looking for employment opportunities. Surely, their business through calls is huge and it increases even more during certain peak months of the year. In this scenario, missing important customer calls is obviously unacceptable for them. But, handling them all manually acts as a big hurdle.
Earlier, Internshala was using traditional landline and mobile phones for their customer communication. Owing to its limitations, they were unable to attend multiple calls simultaneously nor could ensure 24*7 availability for their callers. As a result, a significant number of calls were missed which particularly impacted their customer calling experience.
MyOperator assisted Internshala in resolving the above-mentioned challenges by providing them with a full-fledged setup comprising features like:
- Virtual phone number: To facilitate attending multiple calls simultaneously.
- IVR system : To inform the agents of non-availability of agents and assure them of a callback.
- Call tracking and recording: To monitor agents’ performance and ensure an upgraded customer calling experience.
Hence, Internshala successfully met their goal of improving their business communication and also witnessed a 38% decrease in their missed customer calls.
MyOperator has really helped us in improving the user experience of the users who call us. Now we can handle multiple calls simultaneously. As per our availability or the volume of the work, we can customise the IVR message which lets users know of our availability to take their calls.