Challenges
During the COVID-19 outbreak, call volumes surged dramatically, leading to longer wait times, higher abandonment rates, and the urgent need for automation and remote-ready contact-center capabilities.
Ozonetel deployed multi-level IVR, auto dialers, and virtual numbers with call masking to automate queries, route calls efficiently, and enable agents to operate remotely.
Solution
Results
Improved FCR, reduced wait times, and lower call abandonment rates with 99.9% uptime, faster responses, and seamless continuity even during peak pandemic disruptions.
About
Established in 1949, Dr Lal PathLabs is the largest and most respected diagnostic service provider in the country. It has a proven track record of over six decades for strict adherence to international standards and benchmarks. The company has more than 190 Labs and over 2000 centers across India and international operations in Nepal and Bangladesh. It serves over 13 million customers every year through its widest test menu and panels in multiple disciplines. Dr Lal PathLabs has internationally accepted external and internal quality assurance programs in place.
Managing Scale and Speed During a Crisis
As call volumes spiked and operations moved remote, Dr. Lal PathLabs needed to maintain responsiveness and patient trust while adhering to safety and distancing mandates. The goals were clear — reduce manual dependency, automate high-volume queries, and ensure privacy at scale. Its legacy setup lacked automation, dynamic routing, and real-time visibility. Ozonetel’s cloud-native platform, backed by 99.9% uptime and agile deployment, provided the resilience and speed needed to respond effectively during a national emergency
Multi-Level IVR for High-Volume Query Management
Ozonetel implemented a multi-level IVR tailored for COVID-19-related testing, registration, and result queries. Patients could self-serve instantly, reducing agent workload and eliminating long call queues.
The system dynamically adapted to changing requirements, ensuring business continuity with Ozonetel’s rapid configuration capabilities. Agents received contextual information before each call, improving FCR and patient satisfaction.
Outbound Efficiency with Auto Dialers
To handle 3,000 outbound calls daily, Ozonetel’s auto dialers ensured agents only connected to live customers, cutting idle time and boosting productivity.
This efficiency was further reinforced by Ozonetel’s dedicated account manager, who continuously optimized dialer settings and ensured peak performance across campaigns. The result — faster outreach, reduced missed connections, and improved service responsiveness.
Secure and Scalable Connectivity with Virtual Numbers
With 140 agents managing 90,000 calls a month, virtual numbers enabled privacy for both patients and staff. Ozonetel’s number masking and 24×7 support ensured secure, uninterrupted remote operations even during lockdowns. Supervisors could track calls, review recordings, and manage live dashboards in real time — enhancing visibility and accountability across distributed teams.
Instant Access Through SMS Notifications
By integrating SMS with IVR, patients could instantly retrieve test results via a “Get Test Report” option. This fastest-response-time capability not only improved convenience but also reduced dependency on agents, freeing them to handle critical cases. The automation ensured smoother workflows and consistent communication during one of healthcare’s most challenging times.
We’ve always been ahead of the curve in adopting innovative solutions. We moved our contact center to the cloud five years ago, and Ozonetel has since partnered with us to increase efficiencies and ensure agile deployments.
Munender Soperna
Benefits & Overall Impact
Ozonetel enabled Dr. Lal PathLabs to deliver uninterrupted healthcare support during the pandemic — achieving faster resolutions, lower call abandonment, improved FCR, and secure, scalable communication backed by 24×7 support and 99.9% uptime.
- 3000 Outbound Calls Per Day
- 99.9% Uptime
- 100% Privacy with Number Masking
