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.
June 18, 2019
MongoDB, Express, React, and Node.JS
Challenges We Faced
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.
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.
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.