Case Study: CEAT achieves 30% higher outbound efficiency with Ozonetel’s cloud communication platform

CEAT improves outbound efficiency by 30% with Ozonetel

Ceat, a major tire manufacturer, faced significant challenges in its outbound call center operations. The team had no unified view of customer data, which led to higher average call handling times and poor agent productivity. They lacked an automatic call distribution system and agents wasted valuable time shuffling between screens. To address these issues, Ceat partnered with Ozonetel for its cloud communication platform.

Ozonetel implemented its platform, which included auto dialers and a CRM-integrated agent dashboard that displayed customer details instantly. This solution dramatically reduced the time agents spent on manual data entry and call distribution. The results were substantial: a 30% increase in outbound efficiency, saving 30 minutes per agent daily, and a 5x improvement in customer satisfaction (CSAT). Ozonetel's platform also reduced the average SLA from 4.5 hours to just 30 minutes.

Ceat