PBX

Loans call centre

Requirements

1. Centralized Call Management

• Implement a robust PBX system (Asterisk or 3CX) to handle a high volume of incoming and outgoing calls.

• Configure IVR (Interactive Voice Response) for automatic routing to the appropriate loan department.

2. Call Recording and Monitoring

• Enable automatic call recording for quality assurance and compliance purposes.

• Implement live call monitoring and reporting for supervisors to track agent performance.

3. CRM Integration

• Integrate the PBX system with the company’s CRM to sync client information and loan application statuses.

• Display caller data (e.g., name, loan status, history) in real-time during calls.

4. Automated Call Workflows

• Set up call routing rules based on loan type, customer priority, and agent availability.

• Implement automated follow-up calls and reminders for overdue payments and loan approvals.

5. Performance Analytics and Reporting

• Generate detailed reports on call volumes, average call duration, missed calls, and agent productivity.

• Track key KPIs like first-call resolution (FCR) and customer satisfaction.

6. Scalability and Reliability

• Ensure the system can handle increasing call volumes without performance issues.

• Implement failover and redundancy for uninterrupted operations.

7. Compliance and Security

• Adhere to regulatory standards for data security and call recording (GDPR, PCI DSS).

• Encrypt sensitive call data to ensure compliance and client privacy.

Implementation

1. Technology and PBX Setup
• Deploy Asterisk or 3CX on a dedicated server to manage call flows.
• Configure SIP trunks for handling voice calls and ensuring cost-efficient telephony.
2. IVR and Call Routing
• Design an interactive IVR system to direct calls based on:
• Loan applications (new/existing).
• Payment reminders and overdue loan follow-ups.
• Implement skill-based routing to connect customers with the most qualified agents.
3. CRM Integration
• Connect the PBX system with the existing CRM to:
• Display caller data via screen pop-ups.
• Log call recordings and agent notes in the CRM.
• Trigger automated follow-up actions based on call outcomes.
4. Call Recording and Monitoring
• Enable call recording for compliance and training purposes.
• Set up real-time monitoring dashboards for supervisors to listen to ongoing calls.
• Implement a reporting tool to analyze call performance and agent efficiency.
5. Automated Call Workflows
• Develop call triggers for loan reminders, payment collection, and application status updates.
• Integrate with Twilio or SMS gateways for automated notifications post-call.
6. Performance Analytics
• Generate reports using data visualizations to monitor:
• Call metrics (total calls, missed calls, average hold time).
• Agent productivity and call outcomes.
• Customer satisfaction levels.
7. Security and Redundancy
• Implement secure SSL/TLS encryption for VoIP calls.
• Set up failover servers to ensure system availability during outages.
• Log and encrypt all call data for compliance.
8. Testing and Deployment
• Conduct end-to-end testing to ensure the IVR, routing, and integrations function seamlessly.
• Train agents and supervisors on using the system effectively.
• Deploy the solution on a scalable cloud platform or on-premise server for reliability.

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