projects

A CRM system built for the Call Center sales department operators. The platform integrates with the call center's auto-dialer system. Customer data in the platform's DB is refreshed every day, blocked customers' numbers are sent to the auto-dialer, and from there numbers with status = free are routed to operators, who work with the customer data and update it. Currently running with 2M+ customer records and 40+ active operators.

A platform that calculates and displays operators’ monthly, quarterly, and yearly KPI score results. The monitoring team listens to each operator's calls over one cycle (one month) and scores them, and these scores are shown to operators in the platform. Operators can view their monthly average score, the score of every reviewed call, listen to recordings flagged for incorrect information or scored low by monitoring, see archived/quarterly scores, and view their personal work schedule. Used actively by 800+ operators every month.

A system that tracks operators’ working hours, arrival times, and debt/late-time records. It stores current-month and archived work logs and debts for 800+ operators, and can be integrated with other systems.

A Telegram bot that sends daily / weekly / monthly fixation reports made by the Call Center sales department operators. Every day at 08:00 it automatically generates an Excel report of the previous day's auto-callback customers who weren't reached, and supports downloading reports by selected date and by operator. The bot reduced the time supervisors spent manually preparing daily reports by 80%.