Results and Proof
ProjectionWhat Felina could change, in numbers
A large Indian EdTech platform (not named). Projected by a business-case model. These are not measured results, and no deployment has taken place.
+71%
more paid enrolments a month
~10,200 → ~17,400 from the same 1,20,000 admission leads a month
98%
Calls answered
from 64%
under 5 sec
Average wait on peak days
from 3–4 min
14–15%
Lead-to-enrolment conversion
from 8–9%
55% lower
Cost per enrolment
as stated in the model
5 days
Time to hire a tutor
from 15 days
Before and after
The calls, side by side
Calls answered vs missed
- Answered
- Missed or delayed
Before
76,800 answered43,200 missed or delayed
With Felina (projected)
~1,17,600 answeredunder 2,400 missed or delayed
Rates, before vs projected
- Before (stated baseline)
- With Felina (projected)
Calls answered64%98%
First-call resolution~38%67%
Lead-to-enrolment conversion8–9%14–15%
Tutor applicants contacted70%100%
Successful connects with applicants42%74%
Shortlisting accuracy50–55%78–80%
Time saved
Average wait on peak days
at least 98% lower
Average handling time
29% lower
Average screening time
about 50% lower
Time to hire a tutor
67% lower
Full business case and assumptions Changes are calculated from the stated figures. Ranges use their midpoint.
Show every figure as a table
| Metric | Before | After | Change |
|---|---|---|---|
| Calls answered | Before 64% | After 98% | 34 pp higher · 53% higher |
| Missed or delayed calls | Before 36% | After below 2% | at least 34 pp lower · at least 94% lower |
| Average wait on peak daysBefore value uses the 3.5-minute midpoint. | Before 3–4 min | After under 5 sec | at least 205 sec lower · at least 98% lower |
| Average handling time | Before 4.5 min | After 3.2 min | 1.3 min lower · 29% lower |
| First-call resolution | Before ~38% | After 67% | about 29 pp higher · about 76% higher |
| Lead-to-enrolment conversionMidpoints of the ranges. | Before 8–9% | After 14–15% | about 6 pp higher · about 71% higher |
| Paid enrolments per monthSame lead volume (~1,20,000 a month). | Before ~10,200 | After ~17,400 | about 7,200 higher · about 71% higher |
| Cost per enrolmentStated by the model. The source document doesn't include the cost inputs, so this figure can't be recalculated. | Before — | After — | 55% lowerAs stated by the source; not recalculated |
| Time to hire a tutorTutor recruitment. The source's summary table states −60%; 15 to 5 days is a 67% reduction. | Before 15 days | After 5 days | 10 days lower · 67% lower |
| Tutor applicants contactedTutor recruitment, about 25,000 applicants a month. | Before 70% | After 100% | 30 pp higher · 43% higher |
| Successful connects with applicantsTutor recruitment. | Before 42% | After 74% | 32 pp higher · 76% higher |
| Average screening timeTutor recruitment. Midpoints of the ranges. | Before 8–10 min | After 4–5 min | about 4.5 min lower · about 50% lower |
| Shortlisting accuracyTutor recruitment. Midpoints of the ranges. | Before 50–55% | After 78–80% | about 26.5 pp higher · about 50% higher |
| Applicants lost without follow-upTutor recruitment. | Before 30% | After below 7% | at least 23 pp lower · at least 77% lower |
| Recruiter efficiencyStated by the model. The source doesn't show how this was calculated. | Before — | After — | 2.5 times higherAs stated by the source; not recalculated |
Evidence
Where the numbers come from
ProjectionEducationEdTech admissions and tutor hiring: modelled business caseA large Indian EdTech platform (not named) · Prepared for a prospective customer — not a deploymentCalls answered64% → 98%Missed or delayed calls36% → below 2%Average wait on peak days3–4 min → under 5 secRead the full case, with methodology
Live deployments
0
measured results published so far
- Step 1: Agree metrics and baseline
- Step 2: Measure from your systems
- Step 3: Review together
- Step 4: Publish with its label
Details
Read more, if you need it
How to read our figures — five kinds of evidence
- Measured
- Measured from call logs, CRM records or operational reports over the stated period. Results depend on each deployment.
- Customer-reported
- Reported by the customer. Felina has not independently measured these figures.
- Estimate
- Estimated from the stated assumptions. Not measured.
- Simulation
- From test calls or a simulated workload, not live customer traffic.
- Projection
- Projected by a business-case model. These are not measured results, and no deployment has taken place.
Measurement methodology
| Call answer rate | Inbound calls answered (by Felina or staff) ÷ all inbound calls in the period. |
|---|---|
| Missed call rate | Inbound calls that ended before being answered ÷ all inbound calls. |
| Average waiting time | Average time from the call connecting to it being answered. |
| Average handling time | Average length of answered calls, including any handover. |
| First-call resolution | Calls where the caller's need was met without a callback or second call ÷ answered calls. |
| Handover rate | Calls Felina passed to staff ÷ calls Felina answered. A healthy rate depends on your escalation rules, so it isn't a target to minimise. |
| Lead conversion | Enquiries that became a sale, booking or enrolment ÷ enquiries, using the customer's own CRM definition. |
| Completed outcomes | Sales, bookings or enrolments completed in the period, counted from the customer's CRM. |
| Time spent on repetitive tasks | Staff hours spent on routine calls in the period, from call logs: routine calls × average handling time. |
| Cost per completed outcome | Total operating cost of the call workflow ÷ completed outcomes, with the costs included stated alongside the figure. |
- A baseline period of the same length as the measurement period, taken before go-live.
- The same call sources and lead mix in both periods; test calls and spam excluded.
- Data from the customer's telephony logs, CRM records and operational reports — not from estimates.
- Percentage metrics are compared in percentage points (pp) and as a relative change.
- Ranges use their midpoint; figures like “below 2%” are treated as bounds, and the change is shown as “at least”.
- Only aggregate figures are published. No caller names, phone numbers, recordings or personal data — ever.
- The customer reviews and approves the figures and wording before anything is published.
Estimate the value for your own numbers
Estimated monthly value, from your assumptions
₹1,35,000
- Staff time freed
- ₹15,000
- Extra outcomes
- ₹1,20,000
- Missed calls answered
- 600 a month
- Extra completed outcomes
- 60 a month
- Calls completed without staff
- 900 a month
- Staff hours freed
- 60 a month
- After Felina's monthly cost
- Enter a monthly cost to see this.
- Payback on the implementation cost
- Enter both costs to see this.
How this is calculated
- Missed calls today = 3,000 × 25% = 750
- Missed calls answered = 750 × 80% = 600
- Extra outcomes = 600 × 10% = 60, worth ₹1,20,000
- Calls completed without staff = 2,250 answered × 40% = 900
- Staff hours freed = 900 × 4 min ÷ 60 = 60, worth ₹15,000
- Monthly value = staff time + extra outcomes = ₹1,35,000
An illustrative estimate based entirely on your assumptions. It is not measured Felina performance and not a guaranteed return. Freed staff time only saves money if you redeploy that time or change staffing.
Let's agree how we'd measure Felina on your calls
Bring your call volumes to a demo. We'll propose the metrics and baseline we'd use.