BPO & Customer Service
Built by WebPino
Call Center CRM & Ticketing Software
Call center management system with agent dashboards, call logging, SLA-based ticket escalation, and supervisor monitoring.
Client
BPO Client (Confidential)
Industry
BPO & Customer Service
Project Type
CRM / Software
Stack
Laravel, MySQL, Vue.js
Project Breakdown
Challenge. Solution. Result.
The Challenge
A growing BPO needed to replace their generic CRM with a system built for their specific call flow — with call disposition logging, SLA-based escalation, agent-wise performance metrics, and supervisor override capabilities.
Our Solution
Call center CRM with agent call logging (disposition, duration, outcome), ticket creation from calls, SLA timer with auto-escalation, supervisor monitoring view, call script templates, and reporting (FCR rate, AHT, CSAT). Integrated with Ozonetel for click-to-call.
The Result
Average handling time reduced by 22%. SLA breach rate dropped from 18% to 3%. Team productivity increased by 15%.
Technologies Used:
Laravel
MySQL
Vue.js
Ozonetel API
Tailwind CSS
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