Abstract: Telecalling remains a key strategy in modern customer relationship management, especially in industries requiring high levels of customer interaction and retention. This study explores the effectiveness of telecalling as a tool to enhance customer loyalty and resolve complaints efficiently, with a focus on the sports product distribution sector represented by Cappella Sports.
The research investigates the impact of telecalling on customer experience by analyzing key areas such as complaint resolution time, personalization, and customer satisfaction. A combination of primary data through surveys and secondary data from literature reviews was used. Comparative insights were drawn from different demographic groups and feedback from telecalling professionals.
Findings indicate that empathetic and proactive telecalling significantly improves customer trust and reduces churn. However, challenges such as language barriers and lack of technological integration persist. The study proposes strategic solutions including AI-CRM integration, agent training, and a standardized response framework to elevate telecalling performance in competitive markets.

Keywords: Telecalling, Customer Loyalty, Complaint Resolution, CRM, Customer Retention, Empathy

| DOI: 10.17148/IARJSET.2025.125162