Our client’s company receives and begins to process applications for microloans from the website semi-automatically. However, not all applications are properly processed or fully completed. Such applications must be collected, systematized, and called by agents to gather missing information. Therefore, the client came to us with the task of having incomplete (invalid) applications from their portal sent to us for automatic calling for additional processing by an agent. It is important to retain additional data of the application in the dialer, for example, full name, date and number of the application, address, etc.)
This task must be accomplished in one window by filling out our form and forms on the corporate resource through an additional tab.
Primary requirements
- Adding tasks via API
- Parallel work of agents with multiple client projects
- Even distribution of calls among agents
- Assigning an agent to a lead when a callback is required
- Ability to send SMS and email to the client
- Integration with their internal resources
- CRM for client data storage and scripts for agent work
- Reporting:
- cost-related
- on agent work statistics
- on successful CRM entries
- task handling efficiency in dialering
- Support from a personal integration engineer;
Introduction
Contact center and 50+ remote agents; loading tasks by projects (more than 30); SMSc.ru as an SMS gateway; client’s CRM for processing applications; customer’s information portal; own telephony with SIP registration;
Solution
- We start setting up invalid lead processing with the integration of SIP telephony. Usual registration process with data: login, password, ip-address. The registration is successful, we’ve set the available prices-directions and left the default routing, as the telephony will be used everywhere uniformly (even though we recommended adding at least one more, but so far so good)
- We’ve changed the queue’s name, leaving the settings in their default state (as they were created with the company).
- We’ve created two auto-dialers:
- Main – Here, tasks from the portal with incomplete leads are transmitted via API . It operates in predictive mode. In the future, a similar auto-dialer will be linked, dedicated to filled-out leads for verification purposes.
- Callback – crafted for dealing with clients who have requested a call-back. Activation of an agent assignment to leads has been enabled.
- We’ve moved on to setting up the agent’s script in CRM. The script has multiple branches, which will guide the conversation depending on the client’s responses. Also, some script responses are linked to sending SMS and email with additional information about the service.
- When importing agent data, we sent users invitations to register in Oki-Toki. They simply had to follow the link in the email and enter their registration details (Name, new password, and verify their email).
- At the end of project preparation, we switched the system’s security mode from simplified to enhanced. This security mode will allow to segregate projects with their own privacy (read more about projects in this article).
- Upon setting up the project, I demonstrated with a screen recording the key features of the agent’s workstation, used by agents as a guide.
- As main reports, we selected the following reports with a set of filters:
Summary report on tasks completed
Problems
- The only issue encountered during the setup was the integration with third-party resources inside the CRM form. This was a technical solution that we were unable to provide at the testing stage.
- The SMS gateway connection was postponed for later, for reasons related to the client’s company.
Ideas
- It was decided to develop integration within the CRM form with the client’s resources using a web element (iFrame). We promised to provide access to the new form with a functioning iFrame within the next two weeks.
What the Client Received
- Reports and dashboards (both automated and manual) providing comprehensive information on key performance indicators.
- A full integration without third-party services, implemented through joint efforts on both sides, reducing manual and redundant actions by managers and operators to a minimum.
- An automated workflow that processes invalid applications received from the client portal, reducing the percentage of lost leads.
- Strict assignment of a responsible operator to each client in case of call transfer, increasing operator motivation to complete applications properly.
Questions and Answers
Q: Is it possible to configure backup telephony that would take over calls and process invalid applications if the primary system fails?
A: Yes. For each connected SIP provider, call routes and pricing are configured separately. Prices can be set conditionally (for prioritizing one telephony provider over another) or literally (for calculating telephony costs using the expense report in Oki-Toki).
Q: How many projects can run simultaneously?
A: There is likely a theoretical limit, but it is practically unreachable. The key requirement for running multiple projects simultaneously is having a sufficient number of phone lines and operators.
Q: What is included in the subscription fee?
A: The subscription fee includes: the ability to make outbound calls; basic internal storage for audio recordings (10GB); CRM functionality; report data storage; access to the administrative interface, etc.
At first glance, the project may seem quite complex: many tools, many tasks, many configurations, plus API integrations and reporting setup. However, most of the time and effort is spent configuring the first project. When it becomes necessary to launch a second, third, or tenth project, it takes significantly less time, as almost everything can be duplicated in just a few clicks, report templates can be saved and reused instantly, and configurations can be adjusted on the fly.
Wishing you success in your business!
