Case Study: Big Basket scales customer support to 30,000 daily calls with 70% agent utilization and 10s ASA with Ozonetel CloudAgent

A customer-centric eCommerce business ensures that 95% of calls answered in less than 10 seconds while ensuring 30% higher agent efficiency

Bigbasket, India’s largest online grocery retailer, scaled its contact center from a handful of agents to 350 handling roughly 30,000 daily calls and found its legacy PBX lacked flexible routing, CRM integration and scalability. To improve customer experience and reduce costs they deployed Ozonetel’s CloudAgent (integrated with Kapture CRM) to capture customer data, enable smarter routing and manage a rapidly growing agent workforce.

Ozonetel delivered Open APIs, CRM screen‑pops and no‑IVR routing, skill‑based ACD, dynamic queue reprioritisation, workforce management, call‑conferencing and social/chat integrations. The result: AHT fell from 4.5 to under 3 minutes, agent utilization rose from 40% to 70%, 95% of calls were answered within 10 seconds (99.67% of VIP calls), Bigbasket handled ~30,000 calls with fewer than 350 agents and saved Rs 5 lakhs in CapEx over two years.

Bigbasket

Rohil Ahmed

Call Center Manager