Client Overview

Kotak Mahindra Bank, one of India’s top private banks, wanted to promote its fully digital zero-balance savings account, "Kotak 811," across India. The objective: onboard thousands of customers monthly — all via remote, app-based journeys, guided entirely over the phone.

The Challenge

The bank needed to drive high-volume adoption of its Kotak 811 accounts, requiring users to complete a multi-step app-based onboarding journey in real-time over a phone call — all within 7–8 minutes. Agents had to simultaneously educate, retain, and guide customers through app download, form filling, Aadhaar OTP verification, and KYC submission.

Key Challenges

• 1,000 account activations/month (scalable)
• Pan India
• Daily volume-based conversion targets
• High-volume outbound calling and full customer onboarding over call

Our Solution

Unicorn OPS deployed a focused, trained, and highly driven telesales team to manage the entire account activation journey.

Dual-Team Strategy

Telecalling Team (15 Agents)

• Explained Kotak 811 benefits over the phone
• Handheld customers through end-to-end app journey
• Maintained high call quality and real-time guidance

Supervision & Support Team (2 Supervisors)

• Tracked daily metrics and conversion ratios
• Motivated agents through incentives and support
• Handled escalations and tech-issue resolutions

Process Efficiency

• 1 in 3 customers converted successfully
• Daily targets met and exceeded consistently
• Performance-based incentives boosted morale and pace

Project Timeline at a Glance

Unicorn OPS, the operations wing of Cylsys Software, stepped in with a rapid-response execution model built for speed, precision, & adaptability.

Phase

• Planning 
• Team Setup
• Execution Rollout
• Real-Time Tracking
• Goal Achieved

Highlights

• Defined targets, journey flow, training structure  
• 15 telecallers + 2 supervisors trained on Kotak 811 journey
• Daily outreach campaigns with conversion tracking
• Monitored conversions, hold times, and call quality
• Scaled from 1,000 to 2,000+ activations/month

About Unicorn OPS

Unicorn OPS is a division of Cylsys Software, specializing in performance-led operations support.

What We Offer

Services

• Data Entry 
• Call Center Ops 
• Lead Generation 
• Back Office Operations  
• Regulatory & Operations Workflow Automatio 
• Daily Transaction and NAV Support Tools  
• Claim, Reimbursement & Reporting Portals
• Integration with Financial Gateways & Email Triggers 
• Audit-Ready Systems with Role-Based Access