Call centre and BPO
Call centre and BPO CRM for multi-client operations
Give every client process its own workspace, load campaigns and dial at scale. QA scorecards and client reports come from the same call data.
Your pipeline, ready on day one
These stages come with the template. Rename, add or remove any of them.
- Stage 1Campaign loadedThe client's data is uploaded into its workspace, cleaned for duplicates and split among agents.
- Stage 2DialedAgents or the dialer attempt each record, with retries scheduled for no-answers.
- Stage 3ConnectedThe call connects, the script is followed and the disposition is recorded.
- Stage 4QualifiedThe lead meets the client's criteria for interest, eligibility or appointment.
- Stage 5Handed to clientThe qualified lead is passed to the client by sheet, webhook or portal.
- Stage 6QA reviewedA reviewer scores the call against the client's scorecard before it is billed or reported.
What is a call centre and bpo CRM?
A BPO sells outcomes to several clients at once, each with its own script, data, targets and reporting. Mixing them in one pool leads to wrong scripts, leaked data and arguments over numbers. Gandiv gives every client process its own workspace with separate users, fields, dispositions and reports. Campaigns are loaded as lists, dialed through your telephony and tracked by agent and by outcome. Team leaders listen to recordings and fill QA scorecards defined for that client, and the client sees only the report meant for them. Operations managers still get a single view of utilisation, connect rates and productivity across all processes.
Why call centre and bpo teams need one
Problem
Client data and scripts get mixed.
With Gandiv
Each client has its own workspace, with separate users, fields, scripts and dispositions.
Problem
Lists are handed out by spreadsheet and chat.
With Gandiv
Campaigns are uploaded, de-duplicated and allocated to agents or the dialer.
Problem
No one knows which agents connect and which do not.
With Gandiv
Agent dashboards show dials, connects, talk time and qualified leads live.
Problem
QA is done on sampled calls in a separate sheet.
With Gandiv
Scorecards attach to the call recording and feed agent coaching.
Problem
Client reports take a day to build.
With Gandiv
Client-facing reports are generated per process and shared on a schedule.
Problem
Qualified leads reach the client late.
With Gandiv
Handover happens by sheet, webhook or portal as soon as a lead qualifies.
Key features
Client workspaces
One tenant per client process
Create a workspace for each client with its own pipeline, fields, scripts, users and reports. Staff see only the processes they are assigned, and data never crosses from one client to another.
- Separate users and fields
- Process-wise scripts
- Isolated data per client
Separate users and fields
Process-wise scripts
Isolated data per client
Campaign dialer
Load, allocate and dial
Upload the client's list, remove duplicates and split it among agents. The dialer works through numbers with retry rules, so connected calls rise and agents spend less time waiting.
- List upload and dedupe
- Retry rules for no-answer
- Allocation by agent or team
List upload and dedupe
Retry rules for no-answer
Allocation by agent or team
Dispositions
Outcomes the client agreed on
Define the disposition codes for each client, such as Interested, Call back, Not eligible or Wrong number. Reports follow those codes, which ends disputes about how a call was classified.
- Custom codes per client
- Call-back scheduling
- Outcome reports
Custom codes per client
Call-back scheduling
Outcome reports
QA scorecards
Score calls against the client's checklist
Build a scorecard per process with weighted parameters. Reviewers listen to the recording, score it and add feedback, and agents see their trend over weeks.
- Weighted parameters
- Recording beside the form
- Agent score trend
Weighted parameters
Recording beside the form
Agent score trend
Client reports
Reports clients can trust
Share daily or weekly reports of dials, connects, qualified leads and QA scores through a restricted client view or scheduled export. Numbers come from call records, not hand-made sheets.
- Scheduled client export
- Restricted client login
- Source: call records
Scheduled client export
Restricted client login
Source: call records
What is inside the template
Everything below is created in your workspace when you pick this template.
| Fields | Client process · Campaign name · Data source · Disposition · Call-back date · Qualification criteria · QA score |
|---|---|
| Automations | Duplicate removal on list upload · Retry no-answer after 2 hours · Call-back task on Call back disposition · Qualified lead pushed to client sheet · Low QA score alert to team leader |
| Reports | Dials and connect rate by agent · Qualified leads by campaign · Disposition split by client · QA score by agent · Daily client summary |
| Message templates | Hello, we tried reaching you regarding your enquiry · Thank you for your time, details will be shared shortly · Your appointment with the client is confirmed · Sorry we missed you, tell us a good time to call |
| Call script | Good morning, I am [Agent] calling on behalf of [Client]. This call may be recorded for quality. Is this a good time to talk for two minutes about [offer]? |
Fields
Client process · Campaign name · Data source · Disposition · Call-back date · Qualification criteria · QA score
Automations
Duplicate removal on list upload · Retry no-answer after 2 hours · Call-back task on Call back disposition · Qualified lead pushed to client sheet · Low QA score alert to team leader
Reports
Dials and connect rate by agent · Qualified leads by campaign · Disposition split by client · QA score by agent · Daily client summary
Message templates
Hello, we tried reaching you regarding your enquiry · Thank you for your time, details will be shared shortly · Your appointment with the client is confirmed · Sorry we missed you, tell us a good time to call
Call script
Good morning, I am [Agent] calling on behalf of [Client]. This call may be recorded for quality. Is this a good time to talk for two minutes about [offer]?
By role
Operations manager
- Compare processes by connect rate and cost
- See agent productivity across clients
- Control which staff see which client
Team leader and QA
- Monitor live dashboards
- Score recordings with the client scorecard
- Coach with agent trend data
Agent
- Work an allocated list with the right script
- Pick dispositions and set call-backs
- See own targets and score
Integrations for this industry
Frequently asked questions
Can each client have a separate workspace?
Yes. Every client process has its own users, fields, scripts, dispositions and reports, and data is isolated between them.
Does it have a campaign dialer?
Yes. Upload a list, allocate it and dial through your Exotel or Knowlarity numbers with retry rules for no-answers.
Can clients see their own reports?
Yes. Give a client a restricted login or send scheduled exports. They see only their own process.
How do QA scorecards work?
Design a weighted scorecard per client. Reviewers score the recording and notes, and the results roll into agent and team reports.
Can I record calls?
Recordings come through your telephony provider and attach to the call record. Tell the customer that calls may be recorded, as the law and your clients expect.
Start with the call centre and bpo template
Your pipeline, fields and messages are created for you. Change anything later.