Telecaller CRM

Telecaller CRM is a comprehensive, role-based customer relationship management solution designed specifically for telecalling operations. It streamlines lead management, call logging, ticket automation, and performance auditing, enabling organizations—such as financial institutions to enhance agent productivity, ensure quality compliance, and gain real-time insights through interactive dashboards and reports.

Retail & E-commerce

Web Application

About the Project

This CRM platform empowers telecallers and managers to handle the entire customer interaction lifecycle from a single interface. Starting with lead and prospect acquisition, the system allows users to log calls, record dispositions, and automatically raise support tickets based on call outcomes. The integrated audit module lets supervisors evaluate call quality using customizable question sets covering greeting, product knowledge, empathy, and tone and assign weighted scores to drive continuous improvement.

Managers can monitor team performance through dynamic dashboards that display total tickets, open/closed counts, and month-wise trends. Advanced reporting tools provide segment-wise, agent-wise, and bank-wise analytics, all exportable for further analysis. Role-based permission controls ensure that each user admin, telecaller, auditor, or partner sees only the modules they need, while master data management simplifies configuration of reasons, campaigns, loan types, and geographic data.

Built to handle high volumes of calls and tickets, the system includes bulk upload capabilities, activity tracking (calls, meetings, emails), and a fully customizable audit checklist. Whether for a bank, NBFC, or any telecalling‑driven enterprise, Telecaller CRM delivers efficiency, transparency, and actionable insights.

Key Features

Lead & Prospect Management

Capture and maintain prospects with detailed fields (name, campaign, state, city, disposition).
Advanced filters to quickly segment leads by status, vendor, created date, etc.
Bulk prospect upload and easy add/edit/delete operations.

Call & Transaction Logging

Log every call with product, amount, duration, and disposition (e.g., Not Interested, Wrong No, Renovation Loans).
View transaction history with caller details, remarks, and follow‑up dates.
Export transaction data for external reporting.

Automated Ticket Management

Auto‑raise tickets based on call dispositions or customer queries.
Full ticket lifecycle: priority (High/Normal), status (Open/Closed/Re‑open), assignment, and escalation.
Merge tickets, add comments, and track expected resolution times.

Audit & Quality Monitoring

Define audit questions (e.g., "Did the agent greet the customer?") with radio‑button options and weights.
Evaluate calls and automatically calculate performance percentages.
View audit history with detailed question‑wise answers and total scores.

Activity Tracking

Record all types of activities: calls, tasks, emails, meetings, and bank follow‑ups.
Categorize activities by status (e.g., Call‑Follow Up, Meeting‑Document Collected, Disbursed).
Quick add from the activity list with remarks and timestamps.

Comprehensive Reporting

Month‑wise Reports: Visual breakdown of Auto Closed, Closed, Open, Re‑open, Pending tickets with percentage shares.
Segment‑wise Reports: Filter by segment and date range to see ticket distribution.
Agent / Bank / Campaign Reports: Drill down into performance metrics.
Print and export options for all reports.

Role‑Based Permissions

Granular access control for Masters (Reason, Vendor, Campaign Type, Loan Type, etc.).
User‑level permissions for viewing, adding, editing, deleting records across modules.
Separate permission sets for Partners, Customers, Transactions, Audits, and Tickets.

Master Data Management

Centralized configuration of countries, states, cities, sub‑localities, and loan types.
Manage reasons, dispensation, break violations, time slots, and tier categories.
Easily extendable to accommodate new business rules.