Call Centar

The Call Centre application is a web application intended to facilitate the work of agents – operators in a Help Desk (call centre), to improve their communication with operators – advisers (experts authorised to deal with calls) and to make the entire procedure a more pleasant experience for both callers and Help Desk employees.

The application was primarily constructed for the needs of the REGOS Call Centre. It is also used by the Ministry of Labour and Social Welfare, HZMO, HZZO, HZZ, Hagena and the State Institute for the Protection of Family, Motherhood and Youth. The application may also assist communication among organisational units and individuals within a company in dealing with joint problems (the so-called ‘Collaboration Solution’).

The application makes it possible to:  

  • register calls – caller’s name, family name, address and telephone number and problem description
  • classify calls into one of the predefined categories – a list of categories may be changed by an authorised customer
  • forward calls to one or more institutions / departments / locations and monitor their processing
  • take over calls – all those working in an institution / department / location may take over dealing with a call, after which the call becomes ‘theirs’; other employees may monitor the processing of calls
  • change the status of a call (solved / unsolved) and enter the description of the steps taken
  • search and monitor calls – registered calls may be searched by a caller’s data (name, family name, address, telephone number, etc.), call description, ordinal number, data and time of call, institution which received it, institution to which it was forwarded, adviser dealing with a call, etc.
  • view call statistics – numerical indicators on calls may be obtained separately according to hour, day, month, or all together, classified by institutions, operators, types of call and their status
  • print out lists of calls and statistics on a printer or in .xis database
  • obtain lists of agents by institutions / departments / locations and their status, or see whether they are ‘logged in’ the application and whether they can receive a call or not (the accessibility of an agent’s status depends on the possibilities of a Call Centre telephone network)
  •  change the level of application user authorisation – administrator, head of institution / department / location and agent, authorising/limiting access to certain parts of the application.

Standard procedure of receiving telephone calls

  1.  A person telephones the Help Desk and is put through to Agent 1. The call is automatically recorded in the IP telephone system database (REGOS uses the CISCO IP telephone system, but this is not a prerequisite for using Call Centre applications).
  2. During a communication with a caller, Agent 1, using the Call Centre application, fills the caller’s data and his problem in the predefined form. Every received form is automatically assigned a number (for example 133 as in the diagram). If necessary (and possible), this number is linked with the number of the call recorded in the telephone system database.
  3. During or after the communication, Agent 1 uses the application to forward the problem to be resolved within his/her company / department to some other company / department or to several of them (for example, Institution A as in the figure).
  4. If an adviser (a person authorised to resolve problems and provide answers) in Institution A is available (as, for example, Agent A1 in the figure), a telephone connection is established between Agent 1 and Agent A1, whereby Agent 1 tells Agent A1 the number of the call as recorded in the application. Agent 1 then forwards the telephone call and puts the caller through to Agent A1 and is free to receive the next call.
  5. Agent A1 (or any other adviser in Institution A, if the solution to the problem is sought after the call is finished) takes over the problem using the Call Centre application, making it his own personal responsibility. If the telephone communication is still ongoing, Agent A1 may, in contact with the caller, complement the description of the problem and attempt to provide a solution or answer. Most importantly, Agent A1 need not question the caller about the data already recorded in the application. If the adviser cannot solve the problem instantly, the problem continues to have an “unsolved” status until the predetermined deadline for resolving these kinds of problems expires, depending on the regulations of the company or department. In such a case, upon solving the problem, Agent A1 telephones the caller (again, if the rules of the company allow this) and informs him/her about the result.

If no communication has been established between the caller and Agent A1, Agent A1 or some other authorised person from Institution A receives the call record and is obliged to call the person after resolving the problem.

Diagram of the mutual links among institutions

The technological solution is independent of the platform of the operational system because the application has been made in Java technology. IBM DB2 UDB, which is available on almost all platforms (UNIX/AIX, LINUX, WINDOWS, z/OS,…), is used for the relation database.

The application uses WebSphere Application Server or WebSphere Portal, while IBM Tivoli Access Manager for e-business is used as a protection against unauthorised use of the applications.

Since the Call Centre application is based on web technologies, the end user should have the MS WIN operational system and the MS Internet Explorer, as well as user name and password assigned by an authorised person in the company/department.

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