Contact Center

Planning, designing, and configuring contact center solutions such as:

Implementing customers' workflows like:

The previous scenario covered customers who used contact center or call center services for order processing. Other scenarios included:

Customer Data Collection,
Billing and Invoicing,
Emergency Response,
Marketing Campaigns,
Customer Support,
Market Research and Surveys,
Appointment Scheduling,
etc.

Objectives

Contact center projects aim to offer customers a tool to centralize their operations effectively. By integrating VoIP, the Internet, CRMs, social media, email, web marketing, chatboxes, and text-to-speech, customers were able to fulfill their immediate needs in their operations.

My Role

My role was extensive, integrating all of their tools into an all powerful solution. Among my functions were:

Plan and schedule milestone dates for configuration, installation, testing, and final delivery.
Attend frequent meetings for fine-tuning of customer's requirements.
Install and configure VoIP phones, deploy softphone profiles, and interconnect the customer PBX, Cloud PBX, contact center service, and customer applications.
Create customer data collection forms, integrating their CRMs, databases, and workflows.
Deploy the customer's initial workflow according to their specifications.
Test features with customers such as call waiting, call transfer, call hold, conference, video conference, extensions, operator features, queueing, interconnection, campaigns, supervision, reporting, etc.
Fine-tuning of call center metrics like average handling time, first call resolution (FCR), service level, abandonment rate, occupancy rate, customer satisfaction, call quality, call abandonment in queue, average hold time, and more.
Tra ining of end-users, agents, supervisors, and administrative roles in software usage and call center metrics.
Troubleshooting.
Document the installation, customer specifications, and extra information that the project required.