Optimizing call distribution in a call center for an outsourcing company

Client: 

A service company from Poland that provides qualified specialists in plumbing, electrical engineering, gas supply, and handyman services.

Problem:

The company had already been using the Bitrix24 CRM system and a FreePBX-based PBX with Asterisk integration for its call center. However, the rapid growth of the business posed new challenges:

• overloading of agents;

• increased waiting times on the line;

• and a decline in the quality of customer service.

The company was at risk of losing customer loyalty and missing out on new opportunities due to its inability to scale its call center. It needed a solution that would:

• optimize call distribution;

• speed up request processing;

• maintain high-quality service.

Project goals: 

Our team faced the following challanges:

1. Set up telephony for efficient call distribution in the call center.

2. Integrate the system with Speech-to-Text service for automatic transcription of conversations.

3. Ensure the transfer of voice recordings into text format using AI technologies.

4. Preserve the existing client workflow while implementing innovations.

Solution:

1. Installation and configuration of the InformUnity "Asterisk Integration" application

We deployed our solution while preserving the client's familiar processes. This allowed us to:

• avoid lengthy retraining of employees;

• minimize the risks of operational disruptions;

• ensure a smooth transition to the new system.

2. Call distribution optimization

We have improved our application and updated the call routing algorithm:

• implemented the "first available operator" principle, where the lead is assigned to the employee who was last in the call queue;

• added an interface for assigning a responsible person for missed calls in the FreePBX module;

• configured call processing priorities.

3. Integration with AI for speech recognition
We have created the ability to connect a third-party service for automatic transcription of conversations. Now:

• each call is recorded in text format;

• data is synchronized with Bitrix24;

• AI analyzes conversations to control the quality of service.

Result: 

The implementation of the system provided the client with measurable benefits:

• Reduced waiting time on the line — operators handle calls faster.

• Improved customer service — customers receive responses without delays, which has increased loyalty.

• Automated routine processes — the transcription of conversations has freed up some of the managers' work time.

• Transparent call center operations — all conversations are stored in the CRM and are available for analysis and auditing.

• Increased lead conversion — faster responses to inquiries have led to more closed deals.

Why is it important for your business?

If you face the following issues:

• agents overload;

• long waiting time on the line;

• loss of customers because of waiting

then our solution will help to:

• Scale call processing without hiring additional employees;

• increase customer satisfaction;

• provide tools for analyzing and improving service.

Ready to optimize your call center?

Contact us in the chat to discuss the details of your project and get a personalized offer.