Call Center Setup and Management

#The problem

Incoming calls weren't reaching the right people, and customers waited or hung up at peak times. There was no visibility into how long calls waited or who answered them.

#What I did

• Set up an IP PBX and configured extensions and agent accounts.
• Configured SIP trunks with the carrier: inbound and outbound lines, plus failover to a backup line.
• Designed IVR menus: "press 1 for sales, 2 for support", out-of-hours announcements and holiday scenarios.
• Built call queues that distribute calls to available agents in order or by skill, and tell callers their place in line.
• Enabled call recording, missed-call callbacks and daily/monthly reports.
• After launch, I manage maintenance, line issues and menu updates as needs change.

#The result

Calls reach the right team the first time, and wait times and missed calls can be tracked in reports.