The India Edition

The Future of Call Centers:
Navigating the Shift to Remote & Hybrid Work Models

18th September, 2024 | 4 PM IST

As you're reading, 40% of India's workforce has embraced flexible work models. 66% of call centers are leveraging cloud-based solutions to scale remotely, and remote agents have shown a 77% increase in productivity.

Here's the catch: Without a strategic roadmap to navigate this shift, you're just throwing money at tech.

Outpace rivals and scale smartly while keeping costs in check. Join our experts and future-proof your contact center in flat 60 minutes.

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Our speakers

Rimjhim Ray
Co-founder & CMO

Anand Dev Dhand
Head - Partnership & Alliances

Call centers are at a critical juncture— Caller ID apps are filtering your calls, customers are wary of unknown numbers, and data privacy regulations are tightening. With flexible work models becoming mainstream, cybersecurity threats are escalating, and outdated systems are failing to deliver the personalized service customers now expect.

How do you ensure accountability and boost productivity in this evolving landscape?

Join our experts as they dive into the pressing issues that are shaking up contact centers and reveal strategic solutions to future-proof your operations.

Key Discussion Points:

1. Capitalizing on Industry Trends
2. Strategic Roadmap for Transitioning to Remote and Hybrid Models
3. Future-Proofing Your Call Center Strategy
4. Mitigating Risks: Security, Compliance, and Reputation

“This has been the best decision we have made. We have already saved 6-8 months’ worth of development cost and effort. Our daily call center efficiency per agent has increased by 60%. We are also able to measure everything, much better."

60%

Increase in call center efficiency

Drop

in TAT

Siddhartha Nihalani
Co-founder

"upGrad has multiple business verticals, and some of them depended on manual lead distribution. After implementing LeadSquared, lead response times have reduced from 36hr to 30 mins."

98.6%

Decrease in TAT

Increased

Sales Productivity

Shikhar Singh
Associate Director – Growth Initiatives & Sales Operations

“LeadSquared’s integration with our call center dialer has transformed lead distribution, reducing the time from up to 48 hours to a few seconds. This change has significantly boosted our inquiry conversion rates from 3-4% to 8%."