About the Client

ConnectCall Services is a growing BPO firm based in Calgary, offering inbound and outbound call centre support for industries like telecom, retail, and insurance. With over 150 agents and multiple time zones, they faced challenges in scaling operations without losing quality.

The Challenge

• •High call volumes and inconsistent call routing logic.
• •Limited visibility into real-time call status and team performance.
• •Manual lead updates and call logs led to frequent data errors.
• •Client SLAs were hard to track, and escalations were increasing.

Our Solution

CodSphere built a fully custom Call Centre Automation Suite integrated with their VOIP provider and CRM. Key modules included:

• •Smart call routing engine with skill-based assignment and fallback logic.
• •Real-time dashboards showing queue volume, wait time, dropped calls, and agent status.
• •Integrated auto-dialer for outbound teams, syncing leads from CRM.
• •Visual reporting tools for supervisors: daily summaries, call recordings, feedback loop.
• •Agent analytics: talk-time, idle-time, average handling time (AHT), and resolution rate.

Key Implementation Steps

• •Conducted process-mapping workshops with ConnectCall's operations team.
• •Created wireframes and UI prototypes for agent and supervisor portals.
• •Built with Node.js + WebSocket for real-time updates, PostgreSQL for secure storage.
• •Deployed using Docker containers on AWS EC2 for high availability.

Results & Impact

• •37% increase in agent efficiency within 2 months.
• •60% reduction in manual reporting tasks.
• •Call routing accuracy improved drastically - leading to 15% higher first-contact resolution (FCR).
• •Managers could now track live KPIs from any device, aiding quicker decisions and escalations.