No job is an odd job

My experience in doing it.

Setting up a call center seems to be an odd job for developers who are mainly working in the field of software development. Initially, I thought so. But it was proven wrong when I had to set up a call center from scratch.

We had an overflowing amount of calls received for a newly launched ecommerce website and the administrator was struggling to answer calls with frequent lookups on screen. This was dealt with a temporary fix by getting caller ID to PC via mobile AT commands to load customer information.

Still we were overwhelmed by the volume of calls and many complaints were lodged saying that the time spent on call waiting was too long so It was ultimately decided by the management to set up a call center.

When we reached out to Dialog (a telecommunication provider) it was suggested to get SIP Trunk, a connectivity that enables on-premises PBXs to connect to a normal PSTN telephone network and then get it configured by a third-party CRM provider. We started calling for quotations from multiple vendors, to our amazement none was able to provide an umbrella solution to handle calls for all our three sub-companies selling online so it was apparent the development should come within.

Then we connected the Asterisk server to our local network covering a three story building so we can take the maximum advantage of connecting multiple extensions over LAN and WiFi. This ultimately reduced the phone bills as calls within the premises were made over VOIP.

Since we were having a range of 100 hunting numbers in our Sip trunk, three calling numbers were dedicated for three companies and directed all calls to the call centre with identification.

The front end PWA was developed using Angular and API calls were made to the server to pull customer and order information. Further, PHP backend was developed as a collective dashboard to record information of all call received, operator engagements and analytics.

A Chrome extension was developed to view the caller even if the front end PWA is closed. Operators must allow chrome extensions to run in background and once the extension detects the browser window is closed then dismissible call notification will be shown on screen to direct operator to PWA.

Setting up a call center can be challenging but if you are a tech enthusiast, you will love the process because lasting lessons can be learned in making it.

Thank you for reading…! Follow me and let me know how interesting this article is for you.

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