Varuna tracks every ticket SLA, briefs agents at shift start via WhatsApp, auto-escalates breach risks, and delivers client performance reports without a single analyst hour — so your BPO runs tighter, at lower cost.
Integrate with Freshdesk, Zendesk, or your custom CRM. Varuna reads ticket queues, call logs, and agent assignments in real time — building a live task layer over your existing operations.
Ticketing and CRM integrationEvery incoming ticket generates a Varuna task with the SLA deadline, client priority, and agent assignment. Varuna monitors progress and escalates automatically when response time is approaching breach.
SLA-linked task creationAt the start of each shift, Varuna sends agents a WhatsApp briefing: their priority queue, any escalated tickets, client-specific instructions for the day, and pending callbacks. No morning briefing meeting needed.
Digital shift briefingWeekly and monthly client performance reports — CSAT scores, resolution times, first-contact resolution rate, SLA compliance — are generated by Varuna and delivered directly to client contacts without manual compilation.
Auto-generated client reportsEvery call is transcribed and summarised. Action items — callbacks, escalations, document requests — are created as tasks and assigned to the appropriate agent or supervisor immediately after the call ends.
→ 2-minute call-to-task creationVaruna monitors every open ticket against its SLA deadline. When a ticket is 60% through its resolution window with no update, Varuna alerts the agent and supervisor — giving time to resolve before breach.
→ Predictive SLA managementTrack resolution rate, average handle time, first-contact resolution, CSAT score, and SLA compliance per agent. Identify top performers and agents who need coaching with objective data.
→ Per-agent KPI trackingFor tickets requiring customer input — documents, approvals, information — Varuna sends structured WhatsApp follow-ups automatically, logging responses and routing them back to the assigned agent.
→ Customer engagement automationQA evaluators receive automated call audit task lists every week. Each audit task includes the call recording, transcript, and a structured scoring form delivered via Varuna — standardising quality evaluation across all agents.
→ Standardised QA workflowsConfigure weekly and monthly report templates per client. Varuna pulls live data from connected systems, formats the report, and delivers it to the client contact — without any analyst touching a spreadsheet.
→ Zero-touch client reporting| Metric | Without Varuna | With Varuna |
|---|---|---|
| SLA breach rate | Industry avg: 12-18% | Reduced to 3-5% with Varuna |
| Agent shift briefing | 15-20 min team meeting | WhatsApp briefing, 2 min per agent |
| Client reporting | Analyst spends 4-6 hrs per client | Auto-generated, zero analyst time |
| Call-to-task creation | Manual entry after call | Auto-created in 2 minutes |
| QA audit coverage | 5-10% of calls sampled | Systematic audit task for every configured % |
| Escalation speed | Supervisor notified manually | Auto-escalated at 60% of SLA window |
| First-contact resolution | Industry avg: 68% | Reported 78%+ with Varuna task structure |
Varuna tracks every ticket, alerts every risk, and reports every outcome — so your BPO delivers on its commitments without adding management overhead.