Starting Call Center Operations

Starting operations in Issabel Contact Center involves configuring and synchronizing several modules that work together to ensure the optimal functioning of the system. Below are the recommended steps to follow:

Initial Environment Setup

To start operations, it is essential to prepare the system and perform fundamental configurations on the Issabel PBX server:

• PBX Infrastructure Configuration:
  • Extensions: Each agent must have an extension configured in the corresponding PBX module. These extensions allow the system to route calls to the agents.
    
    • It is important to ensure the definition of:
      • The extension protocol (SIP, PJSIP, IAX).
      • Credentials (username and password).
      • NAT options, allowed codecs (such as ulaw, alaw, gsm), and other technical settings.
  • Call Queues: Queues must be created and configured to distribute calls to agents. It is important to configure:
    
    • Distribution Strategy: Round-robin, least recent, ring all, etc.
    • Maximum Wait Time: Define how long a customer can wait in the queue before being transferred to another option, such as voicemail.
    • On-Hold Announcements: Use recordings to keep the customer informed while waiting.

Agent Configuration

Agents are users responsible for managing incoming or outgoing calls. It is crucial to correctly configure each agent:

• Creating Agent Profiles: In the Contact Center module:
  • Assign each agent:
    
    • Username and password to log into the system.
    • Extension that will be associated with the agent.
    • Permissions and roles: Define which campaigns or functions they can manage.
  • Classify agents as dynamic or static according to operational needs:
    
    • Static Agents: Always assigned to a specific queue.
    • Dynamic Agents: Can log into any queue as needed.
• Training and Access: It is important to ensure that agents know how to:
  
  • Log into the system.
  • Use the agent panel to manage calls and view scripts.
  • Handle complementary tools such as Web Phone Pro to receive calls from the browser.

Campaign Configuration

Campaigns are the operational core of any Call Center. These can be inbound or outbound, and each type requires specific configurations:

• Inbound Campaigns
  • These campaigns receive calls from customers seeking support, information, or services.
  • Configuration:
    • Assign an inbound route from the PBX module to redirect calls to specific queues.
    • Ensure that the assigned queues have available agents.
• Outbound Campaigns
  • These campaigns are initiated by the system or agents (such as sales or surveys).
  • Configuration:
    • Import a list of contact numbers.
    • Configure the dialer (manual, progressive, predictive, or preview) to manage the speed and type of dialing.
    • Set permitted call times.

Monitoring and Optimization

The operation of a Call Center is not complete without proper monitoring. Issabel Contact Center offers tools such as the Dashboard, the Dialer Dashboard, and other analytical tools in its Panel Manager.

• Real-Time Monitoring: It is important to monitor key metrics such as:
  • Active calls.
  • Average wait time.
  • Service level and abandonment rates.
  • Status of inbound and outbound campaigns.
  • It is important to ensure the use of historical reports to evaluate overall performance.
• Real-Time Adjustments:
  • Change agent assignments between queues based on call volume.
  • Make adjustments to campaigns or scripts based on observed results.

Testing and Launch

Before starting operations, conduct comprehensive tests to ensure everything is working as expected:

• Verify that incoming and outgoing calls are managed correctly.
• Ensure that scripts are properly deployed for agents.
• Confirm that system metrics and reports are accurate.

Additional considerations

To start the operation of a Call Center using Issabel Contact Center, it is important to follow a series of configurations and steps detailed in the document. The most relevant steps are summarized below:

• Dialer Configuration: Issabel Contact Center includes a dialing component for automatic outbound campaigns, with dialing modes available as preview and progressive. For inbound campaigns, service queues can be used directly.
• User Configuration: User configuration is carried out based on the information stored in a database managed by the user module of the Panel Manager. New users can be updated and managed from this panel.
• Assignment of Permissions and Groups: Permissions and groups are assigned to define the actions and buttons that users can see and use in the Issabel Contact Center panel. You can also use predefined templates to facilitate configuration.
• Campaign Configuration: For the operation of the Dialer, it is necessary to create and configure campaigns, defining parameters such as name, destination, mode of operation, schedule, and dispositions. Campaigns can be both voice and digital, including channels such as WhatsApp.
• Scripts and Forms: Setting up scripts in Issabel Contact Center can be useful to personalize call handling and add specific features for call management. The scripts may change according to the client's response.
• Number Import and Management: Phone numbers can be imported via CSV files and assigned to specific campaigns. You can also manage and recycle numbers from the dialer panel.
• Statistics and Dashboard: In the Dashboard you can start or stop campaigns, see the status, active calls, progress and statistics15. Statistics detail dialing status and call disposition.

With all these elements configured, you can start Call Center operations efficiently, ensuring consistent and professional customer service.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com