Overview
How We Delivered a Dialer for a Telecommunication Client Using MERN Stack
A telecommunication client approached our software development firm with a problem: their call center was not as efficient as it could be. The agents were spending too much time dialing numbers and not enough time talking to customers. The client wanted us to create a custom dialler that would automate the dialing process and improve the quality of calls made by their agents.
We called the project “The Dialer and the Manager”. The dialler was the automation tool that would make the calls, and the manager was the software that would control the dialler and ensure that it was used effectively.
The dialler was a complex piece of software. It had to be able to dial multiple numbers at once, prioritize calls based on the likelihood of a connection, and handle a variety of call scenarios. The manager was also complex. It had to be able to collect data on the dialler’s performance, identify areas for improvement, and make recommendations to the client.
We worked closely with the client to develop the dialler and the manager. We conducted surveys and interviews to understand their needs, and we tested the software extensively to ensure that it met their requirements.
- Service:
Web Application
- Date:
June 18, 2019
- Industry:
Telecommunication
- Stack:
MongoDB, Express, React, and Node.JS
Challenges We Faced
Call Center Integration:
Integrate the custom dialer seamlessly with the client's existing call center infrastructure.
Efficiency Optimization:
Develop algorithms and features to automate call dialing, prioritize calls effectively, and minimize agent idle time.
Call Quality Improvement:
Implement mechanisms to improve the quality of calls, including call monitoring, recording, and feedback systems.
Scalability:
Ensure that the dialer can handle a growing volume of calls and adapt to the client's expanding call center needs.
Performance Metrics:
Create comprehensive metrics for the manager to track dialer performance, call success rates, and agent productivity.
Data Management:
Develop data collection and analysis tools within the manager to provide insights and recommendations for call center improvement.
User Training:
Facilitate training and onboarding for call center agents and supervisors to effectively use the new dialer and manager.
Integration Challenges:
Address any compatibility issues that may arise when integrating the custom software with the client's diverse call scenarios.
Security and Compliance:
Ensure data security and compliance with telecommunication regulations, especially when handling customer information.
Usability Testing:
Continuously test and refine the dialer and manager based on feedback from agents and supervisors to enhance user experience and efficiency.
Adaptability to Change:
Prepare the software for possible changes in call center procedures or requirements and ensure flexibility to adapt.
Maintenance and Support:
Establish a robust support system to address technical issues, updates, and maintenance needs as they arise.
We Worked Out the Problem and provide the Solution:
Our firm developed a custom dialler solution using the MERN stack that incorporated features such as automated dialing, quality call monitoring, do-not-call compliance, and reporting and analytics to meet the client’s needs.
MERN Stack:
MERN stack stands for MongoDB, Express, React, and Node.JS. It is a popular open-source stack for building web applications.
Automated Dialing:
The dialler automates the dialing process, eliminating manual dialing and allowing agents to focus on speaking with customers.
Quality Call Monitoring:
The dialler includes features that filter out poor-quality calls and monitor calls for compliance with relevant regulations. Agents can receive real-time feedback to improve their performance.
Do-Not-Call Compliance:
The dialler includes a do-not-call filter that ensures compliance with relevant regulations and reduces the risk of regulatory fines and legal issues.
Reporting and Analytics:
The dialler provides the client with real-time data on key metrics such as call volume, duration, and quality. This data helps identify areas for improvement and supports data-driven decision-making.
Integration with Existing Systems:
The dialler integrates seamlessly with the client's existing systems, ensuring secure and efficient data transfer.
Scalability:
The dialler is highly scalable and can handle large volumes of data and multiple concurrent users without compromising on performance.
Security:
The dialler encrypts user data using industry-standard encryption algorithms, includes user authentication and access controls, and prevents unauthorized access to sensitive data.
Result:
The custom dialler solution improved the call center’s productivity and efficiency by automating the dialing process, prioritizing calls based on the likelihood of a connection, and filtering out poor-quality calls. This resulted in a 20% increase in productivity, a 15% decrease in call abandonment rate, and a reduced risk of regulatory fines. The client also gained valuable insights into their call center’s performance, which allowed them to make data-driven decisions.
Major Impacts:
We crafted a MERN stack-based custom dialer with automated dialing, call quality monitoring, do-not-call compliance, and robust reporting to fulfill the client’s requirements.
- Automated Dialing
- Quality Call Monitoring
- Do-Not-Call Compliance
- Reporting and Analytics
- Scalability
- Integration with Existing Systems
