| Speed to first call |
Within minutes of an enquiry, day or night |
When a caller is free, often the next working day |
| Volume |
Many calls in parallel during campaign peaks |
One call at a time per person |
| Languages |
Punjabi, Hindi and English, switching mid-call |
Depends on who is on shift |
| Consistency |
Same approved script and disclosures on every call |
Varies with mood, experience and fatigue |
| Records |
Recording, transcript and outcome tag pushed to CRM automatically |
Manual notes, often incomplete |
| Complex negotiation |
Hands off to a human via live transfer |
Strong, a human's best use of time |
| Scaling up or down |
Change call volume per campaign, no hiring cycle |
Hiring, training and attrition to manage |