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Business Continuity for Call-Center Operations: Case Study

3 minutes, 39 seconds read

Coronavirus outbreak has led to prolonged lockdown in several countries, which has crippled many back-office operations. The Government of India imposed a nationwide lockdown (currently 40 days). Because of travel restrictions and health concerns, customer queries are increasing exponentially. Companies dependent on call-centres are struggling to deploy work from home solutions and their business continuity plans. 

Most companies are not prepared for work-from-home arrangements, but there are exceptions. Those with the right strategy and timely action are able to keep their business operationally afloat. Before we delve into the case study, let’s take a quick look at the current situation of call centres.

COVID-19 is testing call-centre businesses. How?

Voice-services are facing a tough time transitioning to a work-from-home model. Companies are not willing to allow access to private and sensitive data outside of the protected office premises. 

Teleperformance, a specialized omnichannel customer experience management company, was able to allow mobility to only 50% of its employees by the first week of April (2nd week of lockdown). The company aims at managing 66% of operations remotely by mid-April. 

This raises a question — why not 100%?

Most of the companies lack the digital infrastructure and a rigid business continuity plan. For instance, the airline business relies heavily on call-centres. After coronavirus outbreaks and resulting lockdowns, most of the call-centres failed to respond to increasing customer queries. To continue communication with customers and support them in whatever ways possible, many airports turned to social media. Delhi’s Indira Gandhi International Airport had over 3.5 million social media engagements during the period.

But, what’s the major limiting factor for adopting virtual call-centre models?

Virtual call-centre adoption challenges

Theoretically, technology can simplify call-centre operations with mobility solutions. But mobility requires an uninterrupted internet connection and developing countries like India struggles for it. Telcos are surely rushing to fill the gaps in customer communications; the fact is— only 2-3% of Indians use wired broadband and the majority of users rely on mobile data. 

The Telcos infrastructure here is designed and built to operate on 75% network capacity utilization. But, due to lockdown, many cities are witnessing 90-100% load capacity and circles like Karnataka are stretching beyond 100% capacity. The country’s inadequate telcos facility is also a limiting factor for setting up virtual call-centres.

Migrating from traditional to virtual operations (ensuring workplace mobility) will require moving the core systems to the cloud. During times like this, the frailed supply-chain defies the thought of procuring devices to achieve 100% mobility.

Despite the aforementioned challenges, some voice-service extensive organizations managed to seamlessly implement mobility at work. 

[Related: Enterprises investing in Workplace Mobility Can Survive Pandemics]

Ensuring call-centre business continuity during a lockdown: a case study

India’s Leading Health Insurer— Religare demonstrated its preparedness against the COVID-19 situation. A major part of the insurer’s customer servicing relies on call-centre based communication, which would have become operationally impossible amidst the ongoing lockdown. To respond to this critical situation and remain operationally afloat, Mantra implemented a call-centre mobility solution with quick turn-around time.

In a typical call centre, the team leader manages and supports callers to handle customer queries. Now that the workforce is operating remotely, the critical question before the company was how to make information available to the callers.

A new virtual call-centre (computer telephony/dialer) system was implemented in the organization’s Lead Management System, which manages the complete customer journey. Through this cloud-based solution, the necessary information is always available to the caller, also eliminating dependencies. 

Companies are sceptical to allow access to private data outside of on-premise systems. To ensure information security and privacy, the new call centre application allowed only required caller IPs, service APIs and Dialer APIs for remote access to the platform.

[Related: The impact of COVID-19 on the global economy and insurance]

Merits of the case

40% of businesses do not reopen after a disaster. Of those who do, 25% reopen and fail. The main reason is firms are unprepared to withstand the short and long term effects of severe business disruptions. 

That’s why leaders emphasize on business continuity plans (BCP).
The benefits of BCP abstracts to –

  1. Protecting the safety of employees.
  2. Maintaining customer service by minimizing interruptions of business operations.
  3. Protecting assets and brand.
  4. Preventing environmental contamination.
  5. Protecting the investment and leveraging the chance to survive and thrive post-disaster.

To secure operational continuity, organizations need to proactively invest in digital workplaces that remain virtually uninterrupted even during Pandemics. 

Do you need help in ensuring business continuity? We’re listening to you. Write to us at hello@mantralabsglobal.com.

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Sales Applications Are Disrupting More Than Just Sales

Sales success today isn’t about luck or lofty goals—it’s about having the right tools in your team’s hands, wherever they go. Following our earlier in-depth exploration of sales technology, we will now examine how cutting-edge sales apps are becoming the backbone of modern industries, transforming complex workflows into seamless, growth-driving machines.

From retail to healthcare, logistics to real estate, businesses are deploying sales applications to enhance operational transparency, cut redundant tasks, and build intelligent sales ecosystems. These tools are not only digitizing workflows—they’re driving growth, improving engagement, and redefining how field teams operate.

Lead Ecosystems: Unified visibility across channels

One app. Five workflows. Zero friction.

A leading insurance brand relaunched their app—a sleek, powerful sales companion that’s turning everyday agents into top performers.

No more paperwork. More time to sell.

Here’s what changed:

  • Every visit is tagged, tracked, and followed through. Renewals? Never missed. Leads? Fully visible.
  • Attendance and reimbursements went on autopilot. No more manual logs. No more chasing approvals.
  • New business and renewals are tracked in real time, with accurate forecasting that sales leaders can finally trust.
  • Dashboards are clean, configurable, and useful—insights that move the business, not just report on it.
  • Seamless Integrations. API connectivity with Darwin Box, IMD Master Data, and SSO authentication for a unified experience.

The result? A field team that moves faster, sells better, and works smarter.

Retail: Taking Orders from the Frontline—Smartly

Field sales agents in retail, especially FMCG, used to rely on gut instinct. Now, with intelligent sales applications:

  • AI recommends what to upsell or cross-sell based on previous order patterns
  • Real-time stock availability and credit status are visible in the app
  • Geo-fencing ensures optimized route planning
  • Built-in payment collection modules streamline transaction closure

Healthcare: Structuring Sales with Compliance and Precision

Healthcare leaders don’t need more reports—they need better visibility from the field.  Whether it’s engaging hospital networks, onboarding clinics, or enabling diagnostics at the last mile, everything needs precision, compliance, and clarity. 

Mantra Labs helped a leading healthcare enterprise design a sales app that integrates knowledge, compliance, performance, and recognition, turning frontline agents into informed, aligned, and empowered brand advocates. 

Here’s what it delivers:

  • Role-based onboarding that keeps every level of the field force aligned and accountable
  • Escalation mechanisms are built into the system, driving transparency across commissions and performance reviews
  • A centralized Knowledge Hub featuring healthcare news, service updates, and training modules to keep reps well-informed
  • Recognition modules that celebrate milestones, boost morale, and reinforce a culture of excellence

Now, the field agents aren’t just connected—they’re aligned, upskilled, and accountable.

Real Estate: From Cold Calls to Smart Conversions

For real estate agents, timing and personalization are everything. Sales applications are evolving to include:

  • Virtual site tour integration for remote buyers
  • Mortgage and EMI calculators to increase buyer confidence
  • WhatsApp-based lead capture and nurture sequences
  • CRM integration for inventory updates and automatic scheduling

Logistics: From Chaos to Control in Field Coordination

Field agents in logistics are switching from clipboards to real-time command centers on mobile. Modern sales applications offer:

  • Live delivery status and route deviation alerts
  • Automated dispute reporting and issue resolution tracking
  • Fleet coordination through integrated GPS modules
  • Customer feedback capture and SLA dashboards

What’s new & what’s next in Sales Applications?

Here’s what’s pushing the next wave of innovation:

  • Voice-to-Text Logging: Agents dictate notes while on the move.
  • AI-Powered Nudges: Apps that suggest next-best actions based on behavior.
  • Omnichannel Communication: In-app chat, WhatsApp, email—unified.
  • Role-Based Dashboards: Different data views for admins, managers, and field reps.

What does this mean for Business Leaders?

Sales Applications are not just tactical tools. They’re platforms for transformation. With the right design, integrations, and analytics, they:

  • Replace guesswork with intelligence
  • Reduce the cost of delay and manual labor
  • Improve agent accountability and transparency
  • Speed up decision-making across hierarchies

The future of field sales lies in intuitive, AI-driven applications that adapt to every industry’s nuances. At Mantra Labs, we work closely with enterprises to custom-build sales applications that align with business objectives and ground-level realities.

Conclusion: 

If your agents still rely on Excel trackers and daily call reports, it’s time to reimagine your sales operations. Let us help you bring your field operations into the future—with tools that are fast, field-tested, and built for scale.

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