How a Call Center Improved Agent Productivity by 40% with Salesforce
Client Overview
Client Name: Confidential
Contact Person: Operations & Service Leadership
Industry: Insurance — Call Center & Customer Support
A high-volume telecall center handling thousands of insurance-related customer calls every day needed a better way to manage after-sales conversations. With multiple agents speaking to the same customers across different calls, the lack of context and visibility was affecting efficiency, service quality, and follow-ups.
Pivotal Leap implemented a Salesforce-powered call handling and interaction management solution that centralized call history, transcripts, and customer context—helping agents respond faster and more accurately.
Pivotal Leap implemented a Salesforce-powered call handling and interaction management solution that centralized call history, transcripts, and customer context—helping agents respond faster and more accurately.
Key Results Achieved
40% increase in agent productivity
Seamless call continuity across agents
Improved customer satisfaction
Real-time visibility for leadership
Challenge / Problem Statement
Objectives / Client Priorities
Give agents instant access
To full customer context during live calls.
Deliver a solution that scales
With call volume and team
growth.
Centralize call history and transcripts
in one secure, centralized
system
Reduce time spent
On manual call reviews significantly across teams
Improve consistency
Across Sales and Service teams company-wide.
Enable real-time
Performance tracking for leadership.
The Solutions We Brought to the Table
Implementation Details
Configured Salesforce contact and interaction models for call center use cases.
Integrated call data and transcripts directly into customer records.
Designed automated screen-pop logic for inbound calls.
Centralized interaction data for cross-team accessibility.
Built real-time dashboards and reports for management oversight.
Deployed a scalable Salesforce setup aligned with call center growth needs.
transform your call center operations with Salesforce
Results / Outcome
- Improved agent productivity by 40%, enabling faster and more efficient handling.
- Eliminated repetitive customer questioning, improving call quality.
- Increased customer satisfaction, driven by smoother conversations.
- Strengthened leadership visibility into after-sales performance.
- Reduced errors and follow-up delays, improving service reliability.
- Created a more organized, efficient call operation across all touchpoints.