Case Study: InternetLesson cuts unfulfilled calls from 20–30% to 0% and improves service quality with CallGear

How CallGear and amoCRM Integration Improved Quality of Service by 30%

InternetLesson is an online school serving grades 1–11 with over 17,000 students and a video library reaching 3.1 million unique users per month. During the pandemic the school’s remote call center grew to 21 agents and the manager struggled to monitor and track remote employees, manually calculate call metrics, and address a 20–30% rate of non-fulfilled calls. To solve this, InternetLesson implemented CallGear products (Call-Center, Softphone and Integration with Omnidesk).

CallGear deployed a web softphone, daily report downloads and an "Online monitoring" panel (Manager’s workplace) that showed real-time agent status and automated call analytics. As a result, CallGear freed up about 15% of the manager’s daily time for other priorities and enabled agents to eliminate non-fulfilled calls entirely, reducing the 20–30% shortfall to 0%.