Automating Outbound Calling for a Leading BFSI Client

Leading BFSI Client Banks on Contaque!

Our client is a leading financial institution operating across multiple cities in India — running high-volume outbound sales and collections operations with a geographically distributed agent workforce.

With agents working remotely across cities, the organisation needed a technology partner that could manage the complexity of city-wise and product-wise lead distribution, while maintaining complete visibility and control over outbound calling performance — in real time.

The Challenge

Managing a distributed outbound sales team is hard enough. Doing it across multiple cities, multiple products, and a fully remote workforce — without the right technology — is nearly impossible.

The client came to Contaque with four specific requirements that their existing setup could not address:

01 — City-Wise & Product-Wise Call Distribution

Outbound calling needed to be triggered automatically based on two parameters simultaneously — the city the lead belonged to, and the product the lead was associated with. Generic dialers could not handle this dual-parameter filtering natively.

02 — Work From Home (WFH) Agent Operations

All agents were operating remotely. The client needed a solution that gave field and remote agents a fully functional, desktop-grade calling experience — from their mobile phones, without needing a laptop or physical office setup.

03 — Automated Lead Assignment

Leads uploaded into the system had to be automatically filtered and assigned to the agents who were mapped to that specific city and product combination — with zero manual intervention from the supervisor team.

04 — Live Lead Tracking & Reporting

Supervisors needed real-time visibility into every lead that had been uploaded — its current status, which agent was working it, and what the outcome was — all from a single management panel.

The Solution

Contaque designed and deployed a two-part custom solution built specifically around the client’s operational requirements — combining an enterprise Lead Management System with a purpose-built mobile dialing application.

Part 1 — Lead Management System (LMS)
The LMS served as the operational nerve center for the client’s supervisors. Built as a web-based panel, it gave the management team complete control over every stage of the lead lifecycle — from upload to disposition.

• Supervisors could upload lead lists directly into the system — with automatic filtering and assignment based on city and product parameters
• Real-time dashboards showed live status of every lead — whether it was pending, in progress, called, or disposed
• Lead Recycle Rules were configured to categorise leads into High and Low priority — with High priority leads dialed first
• Unanswered calls were automatically recycled with a maximum of 3 attempts per lead per day — preventing agent fatigue and list burnout
• Complete call logs with agent notes, call duration, and disposition outcomes were captured and stored against each lead

Part 2 — Mobile Dialer Application

The mobile application gave every remote agent a complete contact center experience — directly from their smartphone. No laptop, no desktop, no physical dialer required.

Agents logged into the app and immediately received their assigned lead list — filtered to their specific city and product mapping
Predictive dialing started automatically once the agent was logged in — with preset parameters controlling dialing speed and inter-call gaps
Agents could record call remarks and disposition each call directly within the app — syncing outcomes back to the LMS in real time
The inter-call gap was calibrated to give agents enough time to note remarks from the current call before the next one connected
Full call recording was supported on selected devices — ensuring quality monitoring without compromising the WFH setup

The Result

The custom solution delivered measurable operational improvements from day one — giving the client the control, visibility, and efficiency that their previous setup could not provide.

100%

Automated Lead Assignment — Zero Manual Allocation

3x

Structured Retry Attempts Per Lead Per Day

0

Manual Dialing Required by Agents

Real-Time

Live Lead Status Visibility for Supervisors

Beyond the numbers, here is what the client experienced:
- Supervisors could manage and track the entire outbound operation from a single panel — without any manual lead sorting or agent coordination
- Remote agents had a seamless, desktop-grade calling experience on mobile — with no productivity loss compared to an office-based setup
- The dual-parameter filtering (city + product) ensured leads always reached the right agent — eliminating misrouted calls and wasted outreach
- High priority leads were always dialed first — maximising conversion opportunities on the most valuable segments of the database
- The Lead Recycle Rules prevented over-calling, reduced agent fatigue, and improved the overall quality of customer outreach

LMS -A panel was created to manage all the leads that are uploaded and for easy tracking of what all is being done and how the leads are being processed.

Mobile App -Mobile app with desktop-grade features was designed to ensure that the WFH requirement was seamlessly fulfilled and there were no gaps when it came to productivity.

Lead Recycle Rules -The leads that are uploaded are categorised into 2 priorities, High and Low. The High priority leads are given preference by being dialed first. In case the call goes unanswered, the rules are in place to make a total of 3 attempts in a day and not more than that.