How Can NGOs Improve Agent Productivity With CRM-Integrated Calling?

When Calls Go Untracked, Productivity Suffers

For NGOs and community-driven organizations, every incoming call can carry immense urgency, a request for help, a mistake, or a time-sensitive need that must reach the right person immediately. Yet, without a structured system, agents often rely on personal numbers, calls go unrecorded, follow-ups slip through the cracks, and no one truly knows which issues have been resolved.

Managers struggle to measure activity, track response times, or identify bottlenecks. This was the exact challenge Drishtee faced. Operating across thousands of villages, their communication system lacked visibility, accountability, and a single source of truth. As a result, response times slowed, critical needs went unnoticed, and coaching or optimizing agent performance became nearly impossible. Every missed call was more than just a number; it was a community member waiting for support.

Before vs After: Visibility That Changed Everything

What Is CRM-Integrated Calling & Why It Matters

CRM-integrated calling means your team handles calls directly inside your CRM, instead of juggling personal numbers, spreadsheets, or untracked follow-ups. With MyOperator x Bigin, Drishtee could:

• 1. Log every call automatically: Each call gets recorded, time-stamped, and mapped to a contact.
• 2. Track agent productivity in real time: Managers can see call volume, resolution status, and follow-up actions.
• 3. Centralize all communication: No more “Who called this person?” or “Did we respond?”
• 4. Improve response time with automated workflows: Calls instantly create CRM tasks, updates, or reminders.
• 5. Protect privacy & maintain professionalism: Agents no longer need to use personal numbers.

This one feature alone fixed Drishtee’s biggest bottleneck: disconnected communication channels.

Drishtee: From Scattered Calls to Streamlined Productivity

The Challenge

Drishtee’s field agents managed high call volumes daily, but their previous system left them struggling with:

• No way to monitor incoming call activity
• No trace of what conversations happened
• No data for leadership to measure effectiveness
• Difficulty handling large-scale community needs
• Inefficient follow-ups due to untracked tasks

For an NGO working across 6000 villages, this meant missed opportunities to support communities efficiently.

What Changed

With MyOperator x Bigin, Drishtee completely restructured its communication operations:

• Centralized call management: All incoming calls were now logged and visible to supervisors.
• Automated follow-up tracking: Every call generated tasks inside Bigin, ensuring no request went unanswered.
• Agent activity dashboards: Managers could see exactly how agents performed each day.
• No more personal-number calling: This ensured privacy, consistency, and a professional communication experience.
• Better coordination across field teams: Real-time visibility helped distribute workload more effectively.

The Outcomes

After implementation, Drishtee saw measurable improvements:

• 60% Increase in ROI: Better tracking led to more effective campaigns and improved outcomes.
• 20% Increase in Incoming Calls: Communities trusted the system more because response times improved.
• 50% Higher Agent Productivity: Automated logs, structured workflows, and centralized visibility helped agents respond faster and more efficiently.

“Earlier, managing incoming calls was a challenge for us. The integration ensured better call handling, streamlined follow-ups, and enhanced tracking of agent activities.” (Ashutosh Pandey, BD, Drishtee)

Five Ways CRM-Integrated Calling Boosts Team Efficiency

• 1. Faster Follow-Ups With Automated Workflows: No need for manual tracking, tasks are auto-created and assigned.
• 2. Unified Visibility Across Teams: Leaders get real-time dashboards for decision-making.
• 3. Improved Collaboration Between Field & Office Teams: Everyone sees the same customer history and call notes.
• 4. Elimination of Personal-Number Calling: Protects privacy, ensures consistency, and simplifies auditing.
• 5. Strengthened Accountability & Training: Recorded data helps identify gaps and improve agent performance.

Closing Thought

When impact depends on every single call, scattered communication isn’t just inefficient—it’s risky. Drishtee’s story shows what happens when NGOs replace personal numbers with visibility, structure, and accountability.

With MyOperator’s CRM-integrated calling, productivity doesn’t rely on memory or manual effort, it’s built into the system. Your agents focus on communities, while MyOperator handles tracking, follow-ups, and insights in the background.

If you’re ready to scale impact without scaling chaos, it’s time to try MyOperator.