Cut Consultation Time in Half While Improving Quality
Punjab-based home decor platform with 50+ customization options couldn't systematically analyze their Hindi-English conversations, leaving revenue leaks hidden in 200+ monthly calls until CallOptix made them searchable and measurable.
What They Were Up Against
Best of Bharat's business model created a scaling crisis. Every wall art sale required consultation calls—customers needed guidance selecting from 50+ frame styles, 10+ sizes, six finishes, and textures. Agents spent 12-15 minutes per call, yet customers still called back when they realized they'd missed critical details.
The real problem was systematic analysis, not language. 68% of their customer calls happened in Hinglish—customers naturally code-switching between Hindi and English. While their operations lead could manually listen to individual calls, they had no way to search across conversations, identify patterns, or measure performance at scale. Their CRM tracked call duration and volumes, but the actual conversation content—the objections, questions, missed opportunities—stayed trapped in audio files.
Manual QA was limited to spot-checking 1-2% of calls monthly. When reviewing random Hindi conversations, the ops lead would discover installation scheduling failures and missed upsells, but couldn't tell if these were isolated incidents or systematic problems affecting half their calls.
Festive season scaling was impossible. Diwali demand required 3x call capacity, but new agents took 6-8 weeks to learn the catalog's complexity. There was no searchable call library of "how to handle frame material questions" or "how top performers explain customization options."
Installation coordination failures were the costliest blindspot. Wallpaper installations required wall dimensions, surface prep status, and access timing. When agents forgot details, technicians arrived unable to proceed—each failed visit cost ₹2,500 in wasted dispatch plus damaged customer relationships.
How We Fixed It
We deployed CallOptix with three custom configurations targeting Best of Bharat's operational blindspots.
Multilingual transcription engine: Configured for Hindi-English code-switching, making every conversation searchable and analyzable. The ops team could now search "wallpaper" across 200+ calls to find every installation-related conversation, or search "frame" to study how different agents explained material options. This transformed audio archives into structured, queryable data.
Customization intelligence extraction: Built custom NLU fields to auto-tag product mentions—frame material (wood/metal/acrylic), size category, finish type (matte/gloss/textured), installation requirements. This created filterable analytics showing which combinations customers asked about most, which specs confused them, and where agents got stuck.
Installation coordination checklist: Configured automated compliance scoring for wallpaper calls, flagging any conversation missing mandatory details: wall dimensions, surface type, installation date preferences, access restrictions. Supervisors received daily reports on incomplete calls, enabling follow-ups before technician dispatch.
Performance pattern analysis: CallOptix analyzed successful vs. unsuccessful consultations, revealing that agents who explicitly walked customers through the "decision tree" (first size, then material, then finish) had 34% shorter calls with higher satisfaction. This wasn't about "winning phrases"—it was about structured guidance.
The system also surfaced that customers mentioning "guests coming" or "function" were installation-urgent and needed priority scheduling, a pattern buried in Hinglish conversations the team couldn't systematically track before.
What We Delivered
Multilingual Search & Analytics
Made Hindi-English code-switched conversations fully searchable and analyzable, unlocking pattern detection across 100% of call volume instead of 1% manual sampling.
Custom Product Intelligence
Automatically extracted and tagged 50+ product attributes (materials, sizes, finishes) from free-form conversations, creating filterable analytics on customer preferences.
Installation Compliance Scoring
Real-time flagging of wallpaper consultations missing mandatory site details (dimensions, surface prep, timing), preventing ₹2,500 failed technician visits.
Searchable Call Library
Every call instantly searchable by keyword, product mention, or issue type—new agents could find "how to explain matte vs gloss" across 50+ actual examples.
Performance Benchmarking
Automated comparison of agent metrics (handle time, info collection completeness, callback rates) with conversation-level evidence for targeted coaching.
See the Difference
Numbers That Speak
“We could always listen to our Hindi-English calls, but we couldn't search them, measure them, or learn from them at scale. CallOptix made every conversation analyzable. Now when I see handle times spiking, I can search what customers are asking about that week. When installation callbacks happen, I can find the original call and see what the agent missed. It's not about translation—it's about making our conversations useful data instead of dead audio files.”