Improving service quality management based on call center monitoring solution.

Abstract

The presented paper investigates common call center challenges ranging from management to software and agents. Service quality is a complex and multifaceted construction that has a major impact on customer acquisition, retention and loyalty. Because there are a few different factors that influence service quality, call center managers must know what they are before they can work to optimize them. As an important part of any business is communication, both within the organization and with customers and clients, a feature-rich, advanced Private Branch Exchange (PBX) phone system is of great benefit. Call Centers are one of the most commonly used implementations of PBX systems in businesses of any type, shape and size. We suggest an efficient and secure solution for collecting, processing, storing, analyzing and visualizing data from call centers. The proposed approach is driven by applying the type of IP PBX engine based on Asterisk. AWS cloud hosted clustering approaches and load balancing system algorithms have been studied in order to mitigate progressively growing load indicators as we add more customers and thus real data sources to the system. The ELK Stack has been chosen as the optimal approach: it is open source and covers a need in the log management and analytics space. The proposed solution will help to automate the call flow process, where it is necessary, based on the analysis of the collected call centers data. The monitoring results obtained along with the particular call center structure knowledges gives us an opportunity for improving call strategies such as ACDs and IVRs, filling agent's knowledge gaps, eliminating the absence of well-defined practices of call handling, etc. It also eliminates the need to hire additional staff or outsource call centers to share the load.