The Scorecard Application

About Company

The Credit Pros is the fastest growing American financial technology organization that is dedicated to providing excellent customer service by resolving credit-related concerns. They operate a call centre where potential customers may acquire credit repair services.

Services offered

Portal development, custom API development, and 3rd party API integration

Duration

On-going since
last 1 year

Location

Florida, USA

Industry Type

Call Centre

Client Requirements

  • An easy-to-use customer back-end interface for viewing, playing, and cropping call centre recordings.

  • A rating system in which agents can be graded based on a variety of criteria.

  • A user management system based on roles.

  • Obtaining call information from HudoSoft.

  • Unique web hooks.

Our Solution

We enabled the customer by offering an online platform via which they could grade their agents based on call records and other parameters.

Portal Features

User Profile, Roles and Permissions

  • User login, logout, forgotten password, and profile editing.
  • The roles of the users regulate the features and access levels. Many roles may be created using the system.
  • Using Roles Section, the administrator can create roles. They may choose which menus or features are displayed to a role and which are not.
  • Using users section, the administrator may add, modify, and delete users. The administrator can assign roles to users, and users can navigate the portal depending on the roles that have been granted to them.

Calls

  • Recording logs: This page contains logs for all recordings retrieved from HUDO. Date/time, active/inactive agents, disposition, campaign, number, duration, HUDO session id, affiliate name, affiliate id, LOB, call type, recording type, and queue may all be used to filter the recordings.
    • View scorecard: Users can examine ratings and reviews for previously produced scorecards.
    • Rate a call: Users can rate a recording by selecting one of several categories. They may play the call and crop it as it is playing. They can save a call timestamp as a bookmark. They may rate agents based on many parameters such as soft skills, documentation, and so on. They can leave comments and submit ratings based on the predefined weightages for each question.
  • Coaching logs: This page is identical to the recording logs, with the exception that recordings can be manually uploaded using a form rather than retrieving them via the HUDO API. This is for calls that are not existing in the HUDO or are in the process of being added to the HUDO.
  • Rating results: All of the scorecards made under the recording logs are included on this page. The rating results may be filtered by date/time, active/inactive agents, how the user rated, title, LOB, criterion, duration, length, category, and phone number. Users can view the scorecard's scores, results, and status. They may examine the specifics of a scorecard by clicking on it. Details include recording, bookmarking, comments, and points depending on parameters like soft-skills, documentation, and so on.

Settings

  • Alerts: Users can set up notifications based on various criteria such as scores and replies. When the scorecard fulfils a specific criterion, an alarm is issued through email or web-hooks.
  • Scorecard
    • Categories: This area allows users to create scoring categories. They can include passing percentages as well as sub-categories. They can also indicate whether a certain category is required to pass or not.
    • Questions: Using this area, users may publish category-specific questions and answers. They can enter a question description as well as several possible replies. These questions and answers may be found under the rate a call section.

Call centres and Chat Feature

  • Agents: All of the call centre agents are listed on this page. Using the HUDO API, the agents are created on the fly. Users can browse existing agents and activate or deactivate them.
  • LOB: LOBs are distinct teams that exist within the call center. This area allows users to add, amend, and remove LOBs. They may also give each LOB a unique code.
  • Payment API such as Paypal, Stripe & authorize.net etc. for online transaction
  • All Zendesk chats are retrieved via the API and shown in this area. The user may examine the conversation transcript and assess the chats in the same way that they rate phone recordings.
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Integration with 3rd party tools and APIs.

Every 15 minutes, fetching the most recent call records from HUDO.

Zendesk integration for third-party chat software.

AWS S3 connectivity to securely store call recordings.

Technology Stack

Front-end

HTML, CSS, Boostrap,
and Datatables.

Back-end

Core PHP 7,
and, MySql.

Server/Cloud

AWS EC2, AWS S3,
and, AWS RDS.

3rd party APIs

HUDO, Zendesk,
Google reCAPTCHA.

Highlights

Millions of call recordings.

Developed easy to use CRM

Millions of recordings rated.

Performance of the agents has improved.

Lead generation process has improved.

Achievements

There are millions of recordings and scorecards on the present platform. The customised portal is straightforward to use for the customer. Users may quickly listen to and review call records by using a rating system. This helps clients improve the performance of their call centre staff.

Testimonials and Ratings

If you are thinking of using DreamCyber for your Development Needs, I tell you, you're in good hands.

Damon DeCrescenzo

CEO, The Credit Pros

QUALITY

Florida, USA

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