A little bit of history.

Founded in 2020 by Mr. Armaan Vananchal, Futwork is a startup that is revolutionizing the gig economy by connecting businesses with a remote tele calling workforce. Futwork is reimagining outbound tele-calling operations by driving output based pricing, using technology to train and deploy tele-callers from over 100 cities. Headquartered in Mumbai, India, Futwork helps companies to stay lean and save over 50% of their outbound calling expenditures by using their innovative platform for use cases such as lead qualification, user reactivation, process drop-off management and many more,  all delivered through a highly trained remote team.

By harnessing the power of technology, Futwork offers a seamless platform where businesses can quickly scale their operations, improve customer engagement, and drive sales without the overhead costs associated with traditional staffing models. 

Futwork has also launched AIsha, an AI tele-calling agent that works seamlessly alongside human agents to provide a superior, scalable customer service experience. 

Futwork's mission is to empower individuals with flexible work opportunities while enabling businesses to achieve their goals with agility and precision. This dual focus on workforce empowerment and client satisfaction has positioned Futwork as a pioneer in the remote work landscape, contributing to its rapid growth and success.

Futwork’s Business Model

Futwork currently has 15,000+ trained agents working for 20+ big customers in industries like logistics, e-commerce, fintech, lending, edtech, subscription services, and entertainment. There are three key pillars in its business model:

1. Leveraging gig economy: Futwork leverages the gig economy by connecting businesses with a network of skilled freelancers who form a part of Futwork’s highly trained tele-callers handling use cases like lead qualification, user reactivation, process drop-off management, etc. Through its platform, businesses can quickly scale their operations without the overhead costs of full-time staff. At the same time, gig workers benefit from flexible work opportunities that fit their schedules and skill sets. Futwork ensures quality through training and support.

2. Focus on technology: Futwork relies heavily on technology to streamline its operations and enhance services. For example, it uses an advanced platform to match businesses with suitable gig workers, ensuring the right fit for specific tele-calling use cases. Their platform employs sophisticated performance tracking and analytics tools to monitor the effectiveness of campaigns, providing clients with detailed insights and reports. Futwork’s AI trainer Sage supports their expert team of trainers and also conducts mock calls with agents. Aisha AI, Futwork’s homegrown AI agent, is capable of handling complex calls for various inbound and outbound use cases. Futwork’s quality assurance initiative Merlin AI ensures that all calls are screened and agents receive the best feedback in a timely manner. 
   

3. Quality and efficient service: Handling critical services for multiple brands, Futwork ensures the highest quality of service and customer experience. There are rigorous training programs, equipping the team with the skills needed to meet the high standards of big brand clients. They also use advanced performance tracking and analytics tools to track the effectiveness of tele-calling campaigns in real time.

But what was hampering Futwork’s customer experience?

As they handle critical processes for multiple big brands, it was very important for Futwork to build trust and credibility with customers to ensure that they answer calls for critical use cases like address verification and courier deliveries.

Customers are often hesitant to answer unknown, unverified numbers due to the risk of scams and fraud. This presented a major challenge for Futwork, whose calling team operates on tight timelines for critical cases like courier delivery. They needed a solution to improve connectivity rates and customer experience for voice calls.

1. Lack of Brand Identification: A large chunk of calls remained unanswered because customers couldn't identify or verify the calls. Additionally, genuine calls were often marked as spam.
   

2. Limited Insights into Calling Operations: With thousands of calls made daily across service, support, and sales, Futwork had limited visibility into call effectiveness, making it difficult to optimize their operations.
   

3. Lack of Contextualization: The same calling team handled multiple use cases across different brands, making it challenging to set the right context for each customer interaction. The same number was used for both delivery updates and address verifications, making call tracking and management inefficient.

How Truecaller Customer Experience Solution Transformed Futwork’s Communication

Futwork partnered with Truecaller for Business to enhance their customer communication strategies. Our Customer Success team identified their core challenges and implemented the Verified Business Caller ID along with Call Personalization API, significantly improving call effectiveness.

Key Implementations & Impact:

1. Verified Business Caller ID:

   • Strengthened customer trust with brand name, logo, and verification badge visibility.

   • Business category tags further reassured customers about the authenticity of calls.
     

2. Call Personalization API:

   • This proved to be a transformative addition to Futwork’s diverse calling needs. By leveraging the Call Personalization API, they could dynamically tailor each call based on the brand, use case, and customer interaction.

   • It allowed them to establish real-time, personalized context for each call, ensuring customers received relevant and precise communication.

   • For instance, if a call was regarding an order delivery, customers saw an appropriate tag and message unique to them, while a different customer receiving an address verification call saw a distinct, relevant message.This eliminated confusion and significantly enhanced the customer experience.
     

3. Call Reason:

   • Customers received personalized call reasons and hence understood the reason for the call beforehand, leading to a noticeable increase in Futwork’s calling efficiency.
     

4. Video Caller ID:

   • Futwork utilized this feature to display use-case-based videos, adding a visual and engaging element to their outbound calls.
     

5. Call Management APIs:

   • Allowed Futwork to streamline call operations, ensuring better tracking, segmentation, and efficiency in managing multiple brand interactions.

The Results: A Game Changer for Futwork’s Operations

The Truecaller Customer Experience Solution has transitioned from an optional tool to an indispensable part of Futwork’s calling strategy. The key benefits include:

• Higher Connectivity Rates: A significant boost in call answer rates, as customers now trust and recognize Futwork’s calls.
  

• Enhanced Customer Experience: Calls are now more relevant, engaging, and personalized, leading to improved interactions.
  

• Optimized Call Operations: The Call Personalization API and Call Management API have enabled Futwork to fine-tune its workflow, personalize communication, reduce inefficiencies, and enhance productivity.

With Truecaller’s Verified Business Caller ID, Call Personalization API, and advanced call management capabilities, Futwork has successfully optimized its communication strategy, setting a benchmark for seamless and trust-driven customer interactions.