Samvad Kendra — Har Ghar Dastak for BJP
Virtual Call Center · Political
About Virtual Call Centre
A virtual call center is a cloud-based call center in which the agents are geographically spread, instead of operating from work stations. For any industry or brand, the virtual call center model helps in saving rent and equipment costs — agents are connected via virtual call center software and central VoIP technology that keeps all agents connected to the main network or dashboard.
Campaign's Objective
BJP aimed to reach voters through personalized calling across India before the 2019 elections, establishing 200+ call centers across states. The challenge involved creating centralized calling infrastructure, monitoring and reporting, along with call recording and detailed analytics — all at unprecedented scale.
CIL's Solution
CIL built a 35,000-channel calling infrastructure with 40,000+ SIM cards from various telecom operators, secured two-way communication channels for remote centers, and deployed high-end data servers, application servers, big data platforms, and media servers for the Samvad Kendra.
Infrastructure Highlights
- 35,000 calling channels — one of the largest ever deployed in India
- 40,000+ SIM cards from multiple telecom operators
- 15,000 agents operating across 200+ cities simultaneously
- 1.5 Crore daily calls and 30 Lakh daily successful interactions
- 1,000+ TB of call recordings stored and retrievable
- Real-time analytics and centralized reporting dashboard
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