Challenges
Adda Education aimed to track every sales and CX interaction, reduce lead leakage, ensure conversational continuity, and enhance learning experience through real-time visibility.
They leveraged Ozonetel’s unified CX platform through deep CRM integration to automate call tracking, monitor counsellor performance, and enable personalized support across channels.
Solution
Results
They achieved higher counsellor efficiency, 25% more business opportunities, full compliance, and improved visibility into key CX metrics like AHT and FCR.
About
Adda Education is India’s largest Vernacular Learning Platform. Founded by Anil Nagar and Saurabh Bansal in 2016, Adda Education is on a mission of building the nation through education. The platform offers comprehensive solutions for all learning needs including – Online Live Classes, on-demand video courses, mock tests, E-book etc. Adda Education has one of the largest content repositories consisting of more than 3 million questions, over 50,000 hours of recorded video lectures as well as a state-of-the-art e-books library. Adda Education caters to users across India, primarily in Tier III and beyond (BHARAT) as more than 80% users come from smaller places.
Feature: Click-to-Call | Automatic Call Distribution |Performance Monitoring
Intelligent Conversation Tracking for Complete CX Visibility
Earlier, Adda Education managed call tracking manually in MS Excel, resulting in limited visibility into sales outcomes and counsellor performance metrics. With the deep integration of Ozonetel CCaaS and LeadSquared CRM, the team gained real-time access to key calling metrics such as call duration, productivity, and agent activity. Every pre-sales and post-sales conversation was now recorded, monitored, and analyzed effectively. Cross-team conversation tracking enabled better response analysis and deeper insights into customer behavior. This structured and data-driven approach improved operational visibility, identified performance trends, and ensured service quality – laying a strong foundation for scalable CX transformation.
Ensuring Consistent and Personalized Counsellor–Student Engagement
One of the major challenges was ensuring that students and parents interacted with the same counsellor for comfort and continuity. Adda Education leveraged Ozonetel’s sticky counsellor feature and number masking capability to maintain conversational consistency while protecting privacy. This ensured seamless, personalized experiences—especially for students from Tier 2, Tier 3, and remote regions who required instant, empathetic responses. By eliminating repetitive introductions and enabling faster resolutions, the approach reduced lead leakage, strengthened trust, and improved conversion rates. These efforts collectively contributed to a 25% increase in business opportunities and higher customer satisfaction.
Achieving Operational Excellence through Smart Automation and Agility
To boost counsellor productivity and minimize connectivity challenges, Adda Education transitioned to a hosted-hybrid model with Dynamic DID deployment. This allowed counsellors to connect with students effortlessly from any location and handle conversations efficiently. Features such as automatic call distribution (ACD), click-to-call, and agent monitoring dashboards provided supervisors with complete visibility into counsellor performance. Automated call quality checks ensured alignment with business objectives, leading to a 40% improvement in counsellor efficiency and consistent enhancement in service quality across the organization.
Empowering Students with Omnichannel and Self-Service Capabilities
Adda Education expanded beyond traditional voice support by integrating Ozonetel’s WhatsApp and SMS feature into the engagement workflow, enabling counsellors to reach students through their preferred channels. Moreover, the self-help feature empowered students to explore courses, materials, and test series independently, while a callback option provided instant access to counsellors when required.
With Ozonetel, Adda Education could also respond to customized requests and support learners even during off-hours ensuring consistent, reliable service for every learner.
“At Adda Education, our goal is to make learning accessible & personal across Bharat. Ozonetel’s made-in-India platform is helping us achieve this vision by enhancing efficiency, improving student engagement, and setting a new standard for CX excellence in EdTech.”
Saurabh Bansal,
Benefits & Overall Impact
With Ozonetel’s unified CX platform, Adda Education transformed its student engagement ecosystem – reducing operational gaps, ensuring faster resolutions, and achieving measurable growth. The organization now operates with complete CX visibility, empowered counsellors, and a data-driven approach that enhances student trust and drives continuous revenue improvement.
- 40% improvement in counsellor efficiency
- 25% increase in business opportunities
- 100% compliant & able to track CX metrics
