Acing it in Ayurveda!
Our client is India’s largest Ayurveda and healthcare services brand — a household name that operates across the country through a network of clinics, digital platforms, and a dedicated television channel for health promotion and awareness.
Their operations span multiple verticals simultaneously — inbound patient consultations, outbound sales, customer support, and settlement processing — all handled by large, geographically distributed contact center teams.
When they came to Contaque, they were looking for a technology partner that could match their scale, grow with their ambitions, and deliver the kind of consistent, high-quality voice infrastructure that patient-facing healthcare operations demand.
The Challenge
Running a healthcare contact center is fundamentally different from running a standard sales or support operation. Patient conversations require clarity, empathy, and reliability — at every touchpoint, every time. The client had three non-negotiable requirements:
01 — In-House Operations, Full Control
The client wanted to bring their entire sales and support operation in-house — rather than outsourcing it to a BPO. This meant they needed enterprise-grade contact center technology that their internal teams could own, operate, and scale independently.
02 — Elastic Scalability Without Reliability Trade-Offs
Healthcare demand is seasonal and unpredictable. The client needed a platform that could scale up rapidly during peak periods — new campaigns, television promotions, seasonal health events — and scale back without performance degradation or additional infrastructure investment.
03 — High Voice Quality Across 50+ Agents with Room to Grow
Starting with 50 agents, the client had clear growth ambitions. Their minimum requirement was carrier-class voice quality with minimal packet loss — essential in healthcare, where poor audio quality directly impacts patient experience and consultation outcomes.
The Solution
Contaque delivered a highly scalable, reliability-first contact center infrastructure — designed to grow with the client from day one, and built to handle the sensitivity and volume demands of a healthcare-focused operation.
Enterprise Contact Centre Over PRI Lines
The solution was built on PRI (Primary Rate Interface) lines — delivering carrier-class voice quality with the reliability and call clarity that healthcare conversations demand. This gave the client a stable, high-throughput voice backbone capable of handling simultaneous high volumes across all their processes.
Multi-Process Contact Centre Architecture
Rather than deploying a single-purpose contact center, Contaque configured a unified platform capable of running all the client’s communication processes simultaneously — without conflict or quality degradation:
- Inbound Sales — handling patient enquiries and product consultation calls
- Customer Support — post-purchase assistance, complaint resolution, and service follow-ups
- Settlements — payment-related communications and dispute resolution
- Consultations — connecting patients with Ayurveda consultants and healthcare specialists
Dedicated Account Management & Support
A dedicated account manager and a specialist support team were assigned to the client for the full duration of their hours of operation — ensuring that any issue was resolved quickly and that the client always had a named point of contact at Contaque.
Scalable Architecture Built for Growth
The platform was architected from the start to scale without disruption — allowing the client to add agent seats, new processes, and new locations without any re-engineering of the core infrastructure. What started as a 50-agent deployment has grown into a 3,200+ agent operation across multiple locations.
THE RESULTS
Ten-plus years. Sixty-four times the original agent count. Operations spanning multiple cities. The numbers tell the story of what a trusted, long-term technology partnership looks like.
3,200+
Active Agent Seats Across Multiple Locations
10+
Years of Continuous Partnership
0
Simultaneous Contact Centre Processes Managed
100%
In-House Operations — Full Client Ownership
Beyond the metrics, here is what the partnership delivered:
- The client successfully brought their entire communication operation in-house — with full visibility, control, and accountability over every agent interaction
- Constant, measurable improvement in agent efficiency and call handling quality was observed over the duration of the partnership
- All four communication processes — Sales, Support, Settlements, and Consultations — run simultaneously on a single Contaque platform without performance compromise
- The client has expanded to multiple locations across India — with Contaque scaling seamlessly alongside every stage of their growth
- The relationship has endured for over a decade — a testament to the reliability of the platform and the quality of the support team
Solution Highlights
PRI-Based Voice Infrastructure
Carrier-class voice quality — minimal packet loss, high call clarity — essential for healthcare consultations
Multi-Process Architecture
Sales, Support, Settlements, and Consultations running simultaneously on a single unified platform
Scalable from 50 to 3,200+ Seats
Architecture designed for elastic growth — no re-engineering required as the client expanded locations and headcount
Dedicated Account Manager
Named point of contact for the client throughout their hours of operation — for issues, escalations, and strategic support
Pan-India Multi-Location Support
Platform deployed across multiple geographic locations as the client expanded nationally
10+ Year Track Record
One of Contaque's longest-standing enterprise relationships — built on reliability, trust, and consistent delivery
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