CallQ is written as a plugin for WordPress content management system.

It includes several features designed to make the operation of quality assurance businesses and call centres efficient, profitable and organised.

The system is designed to facilitate the capturing of data from agents, in this specific implementation, especially developed for Call Insight and CCI, we have attempted to capture the business processes which keep us running as a successful organization.

Over the next few months this version of software will be extended and integrated into the business model we have, and help us achieve a seamless and streamlined operation, to keep us the best call centre in South Africa.

In the alpha version development is focused specifically on the business requirements of Call Insight, where the Quality Assurance process has been captured and reporting designed to meet our objective of providing call insight for our customers in the context of continuous improvement.

Introducing CallQ Call Centre Management System (vers ion 2 .0 a lpha)

Current Project Outline

Select Data Tool

Calculators

Document Manager

HR Manager

List Manager

Campaign CallCapture

Quality Assessment Scorecard

Trend Analysis Tool

Statistical Analysis Tool

Word Cloud Builder

Phrase Cloud Builder

Real Time Web Based ReportsDirector DashboardsData VisualizationPerformance ReportsTrend Analysis

Any* CSV File CallQ Dynamic Import

Correct Questioning Dedicated Agents

Scorecard Builder

Campaign Builder

Current Features and Benefi ts (1/3)

Feature Benefit

Dynamic Import The Dynamic Import Tool is an important feature of CallQ, since the DIT provides the basis on which other tools rely upon. The DIT allows the user to import any CSV file with up to 50 columns and 5000 records. The import process includes special algorithms to identify the type of data in each column, standardize and clean the data, encode and index specific columns and create database objects reflecting the original format of the imported CSV file. The result of DIT is a Data Catalogue which will be used in other tools mentioned in this presentation.

Scorecard Builder Using a DC, the Scorecard Builder creates a template for a scorecard, which can be modified and customized according to the requirements of the Quality Assessment process, specific to a particular line of questioning. Once published the scorecard is available to be used for QA of a pertinent set of leads, also imported by DIT. The SB includes pre-loaded lists of data, including country specific data belonging to the UK, South Africa, Australia, USA , Canada and NZ . The SB uses a specially designed interface to accommodate a feature called ‘Live Build’, which lets the scorecard creator preview the scorecard as they build it.

Quality Assessment The Quality Assessment Tool, specifically designed for the business model of Call Insight , facilitates the integrated capturing of data by Quality Assessors . The captured data, based upon the line of questioning as specified in the scorecard , is used by the reporting tools to reveal the insight gleaned by the QA staff. To provide our customers with the necessary insight into their position in the market, the competiveness of their offerings, the reasons behind certain customer behaviours and the relationship this has to how the consultants interact with customers, the QAT is designed to allow the QA users an easy to use and intuitive interface assisting the QA to concentrate on their job of listening to the calls, without the hassle of inconsistent scorecards and varying formats.

Dynamic Import Screenshot

Scorecard Builder Screenshot

Quality Assessment Screenshot

Current Features and Benefi ts (2/3)

Feature Benefit

Trend Analysis The Trend Analysis Tool is a very specialised and unique analytical tool for the analysis of data captured by the QA staff, or just for ad hoc analysis of any DC in CallQ . The TAT is designed to analyse all combinations of data in selected indexed columns and reveal the statistical occurrences of each combination of pairs, triplets and/or quads. Using an advanced mathematical algorithm, the TAT currently outputs plain text (human friendly) deduction of any trend that occurs in the DC/QA data, if any . To this end this allows Call Insight to provide the valuable information relevant to the line of questioning as specified by the scorecard. The TAT is part of the core set of data tools included in CallQ that gives us a unique and valuable place in the marketplace, to offer our customers something that no-one else has in the world - true and scientific identification and revelation of trends in their data.

HR Manager As CallQ is web-enabled system, designed to accommodate the simultaneous capture of many different scorecards by many users, as a necessary part of the administration of CallQ, a fully capable HR Manager is included to help organise the human resources of Call Insight. The HRM allows for the creation of teams, the assignment of users to those teams and maintenance of the staff lists currently employed by Call Insight. The HRM is an integral part of keeping track of who does what on the system, and amongst other things, also controls the access control of users registered on CallQ, allowing for a highly secure system and the correct dissemination of data around the organisation.

Attendance Register As to allow for the monitoring of attendance, to keep Call Insight running in at our best, CallQ uses the Attendance Register to record and report on the attendance specifics of our staff. As an integrated part of the HRM, the AR helps administrators with an easy to use and simple interface to manage this process.

Trend Analysis Tool Screenshot

HR Manager Screenshot

Att endance Register Screenshot

Current Features and Benefi ts (3/3)

Feature Benefit

Document Manager Currently the Document Manager keeps track of all documents uploaded into CallQ, either via the DIT or HRM to provide an organised and comprehensive way of seeing who does what on CallQ. Integrated with the HRM, the interface allows staff members access documents uploaded against their specific user profile, and depending on a user role in a system, those documents which belong to staff that fall under them in the Call Insight organizational hierarchy. Documents are uploaded and categorized either by the user, or by the system. As a central repository of documents, the DM facilitates an advantageous feature for users looking for any specific document relevant to their job, and saves the user time, in contrast to searching a network share or local computer for a specific document.

Calculators To ensure that correct quotas of leads are assigned to teams, relevant to the number of records, the number of staff and the percent certainty required to ensure an efficient operation in terms of QA volumes versus cost to company, the Sample Size Calculators have been especially designed for Call Insight. The SSC’s are based on mathematical distribution models worked out by some very clever Mathematics Professors to assist managers to easily calculate specific volumes in a few keystrokes.

List Manager Currently the List Manager just manages the DC’s available for use by the other tools in CallQ, further development is planned to extend this very important feature to allow the management of existing country specific data and the creation of ‘standard lists’ to be used in other parts of CallQ.

Document Manager Screenshot

Calculator Screenshot

Planned Development

Due to the complex nature of this programming task (integrating amorphous data) and ensuring a consistent high quality , scalable and functional solution , CallQ V2 is currently only in a Alpha release state, since lots of work is still to be done on CallQ before CallQ is ready to be the world’s best completely integrated Call Centre Management System. In order to achieve this goal I have outlined some of the more Important features in the system that are currently in development and/or are planned to be released in the CallQ V2 Infinity version.

CallQ V2 Infinity is planned to be complete solution for Call Centres, and as it takes shapeover the next few months one can expect to see new features including:

Director Dashboard – to allow senior level management staff with the necessary information to make strategic decisions, in a timely fashion, the DD is currently in development to show ‘real time’ overview reporting, relevant to ensuring that peak productivity and profitability is maintained for all campaigns

Statistical Analysis Tool – as part of the reporting features of CallQ, a dynamic reporting tool is currently in development to provide all the reporting necessary for administrators to work out proper compensations for staff, to reveal any performance issues within the organizations hierarchy and to provide ‘raw statistics’ which will feed the ‘Director Dashboard’.

Campaign Builder – similar to scorecard builder, however specifically tailored for the Dialling floors, featuring integration into existing dialler software such as Vicidial, Avaya and others. The goal here is to achieve an internalised Dialler Agent capturing facility, to replace AmCAT, and make our organization proudly South African. The advantage of integrating a campaign capturing feature means that other benefits of CallQ, such as HRM, AR and Reporting Tools can help make the organization seamless and streamlined – the result of which will be a more productive working environment for all, and consequently result in a more profitable bottom-line.

Development Path

CallQ V2 alpha

CallQ V2 infinity

Where we are now

In the next six months

Alpha Development

Beta Development

Final Release Development

Continue Development with reporting features and implement Director Dashboard ASAPDevelop and Integrate Statistical Analytical Tool, Wordcloud/Phrasecloud Builder December 2012

February 2013

April 2013

Enhance existing tools to meet all user requirementsExtend the Trend Analysis Tool and Reporting to include chronological performance in a refined data visualization interface

Develop Modules to allow for various forms of data export for subscriber based servicesDevelop Campaign Builder and integrate into existing dialling infrastructure

Credits and Technical Details

A special thanks to the staff at Call Insight, I hope you enjoy using this software

In particular my colleagues Lyndon, Adrian, Steve for guiding the development process and providing information related to user requirements

Some Open Source modules and third party components used in CallQ include:

WordPressPHPExcel, PHPWord, PHPPowerpointAmchartsPchartThird_Style

Server Side Scripting: pHp 5.3.13Client Side Scripting: Javascript/Actionscript - XHTML compliantDatabase: MySQL 5.5.24Webserver: Apache 2.2.22 (WAMP 2.2)Main Development Tools: Komodo IDE, Notepad++, RegexBuddy, Sothink SWF Quicker, PhotoshopScripting Architecture: Procedural Style Development, with OOP principles Database Architecture: 2nd to 6th normal forms

About the Developer

Developer for 10 years, particular focus on database development and web development.

Have interests in developing commercial software for local South African businesses.

Interests in mechanical, chemical and civil engineering – particularly interested in alternative energy and environmental issues.

My software development motto is: give the power to the user….

www.makenet.co.zawww.slideshare.net/codrakonza.linkedin.com/in/codrakon