Call Centre Automation for Health Check-up Sales

Чоо-жайы

In call centres, calls, sales transactions and customer messages can run through different channels. That makes it harder to see where the team stands at any moment. Communication over WhatsApp can also stay outside the central record.

For this engagement, a mobile-friendly automation was built to digitalise call-centre operations and the check-up sales process. Customer calls and sales transactions were tracked in the same system.

Staff working, break and performance states could be monitored in real time. Reporting was designed to help teams move towards their sales targets in a planned way.

To centralise customer communication, a multi-WhatsApp integration was developed. Several agents could work from the same line. Deleted messages were logged, and it was visible in real time which agent had replied.

The project was built by a three-person software team. One developer from our team contributed to developing the WhatsApp integration and worked on general development. The client is not named. The work was done in 2023 and is now closed.