Case Study: PIK-Arenda achieves 1.5X call center productivity and 40% payroll cost reduction with CallGear

How to Increase Call Center Productivity 1.5X without Increasing your Staff

PIK-Arenda, a PIK Group subsidiary that provides automated apartment leasing and rentals, faced falling call center efficiency while staff worked remotely: operators were often idle, customers had trouble reaching support, and outbound callers abandoned lines after just 10–15 seconds. To solve this, PIK-Arenda turned to CallGear’s cloud call center and online dashboard to gain real-time visibility into calls and employee activity.

CallGear’s solution provided live call and operator metrics, supervisor views of status/last call/average duration, and controls such as a regulated 40-second dial-up timeout and managed average call times. As a result of CallGear’s implementation, call center productivity rose 1.5× without adding staff, payroll costs fell by 40% after reassigning or removing inefficient employees, and customer service quality and successful call rates improved significantly.

PIK-Arenda