Customer Success Story- Spice Money | Ameyo

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Ameyo helped Spice Money remote contact center agents reach 100% productivity in two week’s time!

Amit Sharma

Amit Sharma

Head of Customer Lifecycle Management
Spice Money

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Use Case

Remote Contact Center Solution for agents working in remote locations

Region

Noida, UP, India

Industry

Tech Enabled Payment Network

Spice Money- Introduction

Spice Money, a part of Spice Group, is India’s largest tech enabled Hyper Payments Network that offers various services like Cash Deposit, Cash Withdrawal, Balance Inquiry, Bill Payments, Aadhaar Enabled Services, Air Time Recharge, POS Services, Railway Ticketing Services, etc. through our authorized agents across India.

Spice Money functions as a Mini Bank for local stores, helping them deliver seamless financial & digital services. It has partnered with IndusInd Bank, Yes Bank, RBL Bank, focusing on the financial inclusion of rural India with 2 lakh customer service points in semi-urban and rural India.

Challenges

  • Accessing Telephony Remotely
  • Lack of Remote ready Infrastructure
  • Remote Agent Monitoring
  • Struggling with Downtime during lockdown

Solutions

  • Ameyo’s Agent Mobile App Solution
  • Accessing Telephony via Dual Leg Calls
  • Mobile App Floating Widget
  • Coexistence of internal CRM with Ameyo’s Mobile App
  • Cohesive, Unified Remote Contact Center Monitoring

How Ameyo Assisted Spice Money

Ameyo offered a Mobile Agent App Solution to eliminate the need for any additional infrastructure requirements. Spice Money ran a POC with Ameyo and within 2 weeks, they were able to handle customer queries over calls with 50% of agent capacity, thus reducing the turnaround time (TAT) significantly.

With its comprehensive remote contact center features and enterprise-grade security, Ameyo enabled Spice Money’s agents to respond to and make calls using their personal devices. With an easy-to-deploy solution, Spice Money was able to handle customer queries within days of implementation.