Power dialer for call centres, BPOs and collection agencies
Keep every agent on a call. Know how every call went.
Magick Agency dials your lists the moment an agent is free, reviews every call with AI and puts the numbers in your inbox each morning. Agents work from a browser or the mobile app.
- Between pacing checks
- 250 ms
- Default abandon ceiling
- 3%
- Custom AI checks per call
- Up to 20
- Where agents work
- Desk or phone
Already using Magick Agency? Sign in to the console
Built for
- BPOs & call centresClient campaigns at scale
- Collection agenciesOverdue books, promises to pay
- NBFCs & banksEMI reminders, cross-sell
- InsuranceRenewals, lead follow-up
- EdTechAdmissions, counselling
- Real estateSite-visit follow-ups
- E-commerceCOD and order confirmation
- HealthcareAppointments, follow-ups
01 / The console
One console for the whole floor
Agents take calls, supervisors run the floor and managers read the numbers. Same screen, same data, no exports to stitch together.
What is Magick Agency?
Magick Agency is an outbound power dialer for call centres, BPOs and collection agencies in India. It dials contact lists for human agents as soon as they are free, analyses every call with AI, scores each agent against the rest of the floor and sends scheduled reports, with agents working from a browser or a mobile app.
- What it is
- An outbound power dialer for teams of human agents, with AI call analysis and reports
- Built for
- Call centres, BPOs, collection agencies, telesales and support teams in India
- Dialling
- Dials as soon as an agent is free, splits capacity fairly across live campaigns and pauses a campaign when abandoned calls cross your ceiling
- AI
- Transcription (including Sarvam for Indian languages), sentiment, topics, quality scores, a summary and up to 20 custom checks per call
- Agent scorecards
- Each agent compared with the 25th percentile, median and 75th percentile of their own floor
- Reports
- Agent, campaign and account reports as PDF and Excel, on demand or emailed daily, weekly or monthly
- Agents work from
- A browser on a desk, or the Android and iOS app over any data connection
- Inbound
- Sticky-agent routing, queues with hold audio and route hours, and a missed-call follow-up list
- Telephony
- VoiceLink, or Plivo on your own account
- Data
- Hosted in India (AWS Mumbai region); every tenant and account isolated
02 / What’s inside
Everything a calling floor runs on. Nothing it doesn’t.
Dialling, guardrails, AI review, scorecards, reports, inbound and a mobile app, built as one product rather than five tools bolted together.
- 01
A dialer that keeps agents talking
Upload a CSV and Magick Agency dials for every free agent. It checks the floor every 250 ms, splits capacity fairly across live campaigns and never rings two calls to one number.
- 02
Guardrails on every dial
Calling windows and days per campaign, each contact’s own timezone, Do Not Call lists checked before each dial, and an auto-pause when abandoned calls go over your ceiling.
- 03
Retries and callbacks that run themselves
Set retry rules per outcome and disposition. Callbacks are booked for a time and tracked as on time, late or missed, so no promised call slips.
- 04
AI analysis on every call
Transcripts, sentiment, key topics, a short summary and quality scores, plus up to 20 checks of your own, such as “Did the agent confirm the EMI date?”
- 05
Scorecards against your own floor
See each agent’s connect rate, success rate, occupancy and handling time next to the floor’s median and top quartile, with a leaderboard and the best hours to call.
- 06
Reports that reach your inbox
Agent, campaign and account reports as PDF and Excel. Run one now, or subscribe your team to daily, weekly or monthly emails.
- 07
Inbound that finds the right agent
Customers who call back reach the agent they spoke to before. Queues, hold audio, route hours and holidays included, with every missed call on a follow-up list.
- 08
One customer, every call
Search a number to see every contact, call, callback and DNC status for that customer across all your campaigns, on one timeline.
- 09
A mobile app for agents
Agents take dialled and inbound calls on Android or iOS over a data connection. No desk, headset or SIM needed, and recordings never reach the phone.
03 / AI review
Every call reviewed. Not just the few QA can hear.
After each call, Magick Agency writes the transcript, scores the conversation and answers the questions your QA team would ask. Supervisors read a summary instead of replaying a recording.
Transcript
Speech-to-text with Gemini, or Sarvam for Indian languages, with a language hint per campaign.
Sentiment
Overall and turn by turn, with a label and a score.
Topics
The three to seven things the call was really about.
Quality
Coherence and effectiveness out of 10, and whether the customer’s issue was resolved.
Summary
Two or three sentences a supervisor can read in seconds.
Your own checks
Up to 20 questions per analysis profile, answered for every call, with your business context.
Agent scorecards
Measure every agent against your own best people
Each agent’s connect rate, success rate, occupancy and handling time sit next to the floor’s 25th percentile, median and 75th percentile. You see who is ahead, who needs help and on which number, before the weekly review.
- Leaderboard and best hours to call, per campaign
- Agent reviews as PDF or Excel, on a schedule
- Agents see their own numbers in the app
- Connect rate47% · above median
- Success rate19% · above median
- Occupancy62% · below median
Example figures for illustration.
04 / Mobile app · Android & iOS
A full agent seat. On a phone.
Agents get the same station on the app as on a desk, over any data connection. Open a new centre without buying hardware, or bring remote agents onto the floor in an afternoon.
- 01
Every station in a pocket
Sign in, pick a campaign, run the pre-flight check and go on duty. Calls, notes, dispositions, breaks and the soft phone all work on the phone.
- 02
Calls over data, not the SIM
Audio runs inside the app with echo cancellation, so agents need only a data connection. The customer never sees the agent’s own number.
- 03
Nothing sensitive stays on the device
Recordings and transcripts never reach the phone. Each agent can be on one device at a time, and logs on the device are masked.
- 04
Pauses itself when the agent steps away
The agent is paused automatically when the app goes to the background or a mobile call comes in, so no customer waits for nobody.
A team of five
Start with phones only. No office, no hardware, no telephony setup.
A floor of hundreds
Desk agents in the browser and field or remote agents on the app.
Same rules for both
One server, one set of roles, one set of reports. A phone agent is just another agent.
05 / How it works
From a CSV to a busy floor. In an afternoon.
No servers, SIP trunks or desk phones to set up. Everything runs in the browser and the app.
- Step 01
Upload your list
Drop in a CSV, map the columns and remove duplicates. DNC numbers are dropped on the way in.
- Step 02
Set the rules
Calling hours, caller IDs, retry rules, dispositions and the abandon ceiling, once per campaign.
- Step 03
Agents go on duty
From a browser or the mobile app. Magick Agency dials the moment each agent is free.
- Step 04
Watch the floor
Supervisors see every agent’s state, what needs attention and how today is going, live.
- Step 05
Learn and improve
AI analysis, scorecards and scheduled reports show who to coach and when to call.
06 / Why Magick Agency
More than a dialer. Less than a project.
How Magick Agency compares with dialling by hand and with a typical legacy dialer.
| Capability | Magick Agency | Manual dialling | Typical legacy dialer |
|---|---|---|---|
| Dialling | Automatic, the moment an agent is free | Agent dials each number | Automatic |
| AI call analysis | Every call: transcript, sentiment, quality, your own checks | None | Add-on, if at all |
| Agent scorecards | Against your floor’s median and top quartile | Spreadsheets | Basic call counts |
| Reports | PDF and Excel, emailed on schedule | Built by hand | Exports to clean up |
| Mobile agents | Android and iOS app over data | Personal phones and SIMs | Rarely |
| Setup | In the browser, no hardware | Phones and spreadsheets | Servers, SIP trunks, IT |
07 / Use cases
Made for the calls your floor makes every day.
From overdue books to inbound callbacks, here is how calling teams put Magick Agency to work.
Collections & EMI reminders
Work large overdue books with retries, callbacks and promise-to-pay outcomes tracked for you.
Collection agencies · NBFCs & banks · Fintech lendersTelesales & lead follow-up
Call every lead on the list, follow up on schedule and see which agents and hours convert.
EdTech · Real estate · Insurance · BankingBPO client campaigns
Run many client campaigns on one floor, each with its own rules, team and reports.
BPOs · Call centres · Outsourced collectionsSupport & callbacks
Answer customers who call back, route them to the agent they know, and follow up on every miss.
E-commerce · Telecom · Healthcare · UtilitiesRemote & field agents
Put agents on the dialer from anywhere with a phone and a data connection.
Small call centres · Field sales · Work-from-home teams
08 / Security
Built in India. For calls that carry sensitive details.
Borrowers, patients and policyholders trust your agents with their details. This is how Magick Agency looks after them.
Hosted in India
The service and its database run in the AWS Asia Pacific (Mumbai) region.
Every account kept apart
Tenant and account isolation is enforced on every query, so one client never sees another’s data.
Six roles, invite only
Owner, admin, account admin, operator, viewer and agent. People join only by a single-use email invite.
Audit logs
Dialer, console and admin actions are logged, including every Do Not Call override and its note.
Signed links, masked numbers
Recordings and report downloads use short-lived signed links. Logs mask phone numbers and email addresses.
Retention you control
Transcripts are deleted after 30 days by default, and old call records can be purged on a schedule.
09 / FAQ
Questions, answered
Still curious? Write to sales@magick-agency.com or book a demo .
What is Magick Agency?
Magick Agency is an outbound power dialer for call centres, BPOs and collection agencies in India. It dials contact lists for human agents as soon as they are free, analyses every call with AI, scores each agent against the rest of the floor and sends scheduled reports, with agents working from a browser or a mobile app.
What is a power dialer?
A power dialer calls the next number on a list automatically when an agent is free, so agents spend their time talking instead of dialling. Magick Agency reserves an agent before each dial, which keeps abandoned calls low and means the customer reaches a person when they pick up.
Who is Magick Agency for?
BPOs, call centres, collection agencies, telesales and support teams that make a high volume of calls with human agents. It works for a team of five on phones as well as a floor of hundreds on desks.
How does Magick Agency handle abandoned calls?
If a customer answers and no agent is free, Magick Agency plays a short message you upload and ends the call. It tracks the abandon rate over a rolling 24 hours and pauses the campaign when it goes over your ceiling, which is 3% by default.
What does the AI do?
After each call, Magick Agency can transcribe it (with Gemini, or Sarvam for Indian languages) and analyse it: overall and turn-by-turn sentiment, key topics, quality scores, whether the issue was resolved, a short summary and up to 20 questions of your own.
How do agent scorecards work?
Each agent’s connect rate, success rate, occupancy and handling time are shown against the 25th percentile, median and 75th percentile of their own floor. Insights also show a leaderboard and the best hours to call for each campaign.
Which reports can I get, and can they be emailed?
Agent performance reviews, campaign reports and account reports, as PDF or Excel. Run one at any time, or subscribe up to 20 members of your team to daily, weekly or monthly emails with a link to the latest report.
Can agents work from a mobile phone?
Yes. The Magick Agency app for Android and iOS lets agents take dialled and inbound calls over a data connection, with notes, dispositions, callbacks and their own performance. Recordings and transcripts never reach the phone.
Does Magick Agency support inbound calls?
Yes, on Plivo numbers. Returning callers can be routed to the agent they spoke to before, others wait in a queue with hold audio and route hours, and missed calls go on a follow-up list.
Which telephony providers does it work with?
VoiceLink, or Plivo on your own Plivo account. Your Plivo credentials are stored encrypted.
How do Do Not Call lists work?
You keep Do Not Call lists per workspace, account or campaign, and agents can mark a number DNC during a call. Listed numbers are removed when you upload a list and checked again before every dial. If the check cannot run, the call is not placed.
Where is my data stored?
In India, in the AWS Asia Pacific (Mumbai) region. Each tenant and account is isolated, recordings use signed links, and transcripts are deleted after 30 days by default.
How do I get started?
Book a demo and we will set up a workspace for your team. Or write to sales@magick-agency.com.
10 / Book a demo
Tell us about your floor. We’ll show you the rest.
Tell us about your team and the calls you make. We will show you the dialer, the AI analysis, the reports and the mobile app, then set up a workspace for you.
Everything else
hello@magick-agency.com
- A reply within one business day
- A demo built around your own use case
- No hardware or telephony setup to start
Thanks, we have your request
We will reply within one business day to set up your demo.