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Built into the CRM, not bolted onto it

A Built-in Dialer for Coaching Institute Counsellors Working a Callback Queue

Board results are declared on a Tuesday morning and by Wednesday night the centre has three hundred enquiries from a form on a hoarding, a Google search and a walk-in queue at the front desk. Four counsellors have roughly seventy-two hours in which a family is still deciding. What happens in that window is entirely a phone problem: who gets called, in what order, what was said last time, and who has already been called by somebody else.

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Three counsellors, three personal handsets, one uncounted day

Counsellors dial from their own phones with a printed list beside them and update it later, if the day allows. So one father is rung twice within an hour by two counsellors offering slightly different instalment options, while thirty enquiries from the same morning are never called at all because they were on the second page. Call after eight, the parent says, and it goes on a sticky note.

At the end of the week the admissions head asks how many families were spoken to and gets three answers, none of them checkable. Worse, nothing survives the season: when a counsellor moves on in August, the enquiry that said call me after my results is a chat thread on a handset that has left the building, along with every objection anyone ever raised about the fee.

The call starts from the enquiry and closes with a next date

A counsellor opens the admission record, sees the batch asked for, the fee plan quoted and what the parent objected to last time, and dials from that screen. The call is written to the record with time and duration, the outcome is picked from codes that match admissions rather than generic sales, and the record cannot be closed without a next action and a date, which is how a call-back after board results becomes a task instead of a note. Call lists build from any filter, so today's queue can be every enquiry from result day that nobody has yet reached.

More on the capability itself: Built-in Dialer. More on this industry: CRM for coaching institutes.

The seventy-two hours after a result declaration

Results are out at eleven and enquiries triple by evening.

  1. 1Build the queue as a filter: enquiries created since result day with no call logged, sorted by the batch starting soonest.
  2. 2Each counsellor works the top of the shared queue, so a family already called drops out of everyone else's list automatically.
  3. 3Every call closes with an outcome, the objection raised and the callback slot the parent named, which lands on the owner's list.
  4. 4Next morning the admissions head reads calls placed, connect rate and uncalled enquiries per counsellor, and moves the queue.

One price, one plan: ₹899/user/month + GST on annual billing. The Free Forever plan carries one user and 200 leads with no card and no expiry, which is enough to run this workflow on your own data before anyone signs anything.

What else this team uses

The same capability, other industries

Questions teams ask

Try it on your own data

Import a list, run the workflow above, and see what it looks like with your names on it. Setup takes 15 to 30 minutes.

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