asterisk callcenter survey

8/12/2019 Asterisk CallCenter Survey

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Asterisk in the Contact CentreSatisfaction report 2014 - byLoway Switzerland

2014 Loway, Inc. All rights reserved.Asterisk is a Registered Trademark o !igi"m, Inc.#ree$%& is a Registered Trademark o 'chmoo(e )om Inc.

Any rights not e*+ressly granted herein are reserved.


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Our Purpose

Loway +rod"ces a widely "sed contactcentermonitoring and re+orting tool called QueueMetricsthat works with the Asterisk family of PBXs.

In October 2013, we ran a s"rvey as a tool to analy(eclient satisaction on e*isting -"e"eetrics"sers/

"r initial goal was to +rioriti(e reso"rce allocation or2014 in order to +rovide a etter +rod"ct and service.

%"t things got to e more interesting than wee*+ected when we started looking at the res"lts.




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Methodology & Data Source

A s"rvey was sent to o"r c"stomers r"nningAsterisk and -"e"eetrics, as ananonymo"s online orm/

The s"rvey was anonymo"s, so we did not collect any inormation on the

res+ondents.3e did not oer any +ri(e or giveaway.

3e had over 150 respo!etsin the +eriod ctoerovemer 2015.

Tho"gh the sam+le is selselected andthereore iased, the callcentre si(e distri"tiono res+ondents ro"ghly matches the one wesee in o"r sales.




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Expectations on visitors

3e chose ot to offer iceti"es to s"rvey+artici+ants in order to avoid iasing thesam+le in o"r avo"r.

3e originally e*+ected the s"rvey to ee#ati"ely biase!, "nder the ass"m+tion that+eo+le who have an itch to scratchwo"ld emore likely than the general +o+"lation toanswer an online satisaction s"rvey.




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Key indings

"r clients are e$tremely %appy aboutAsteriskin the callcentre.

67Is are ecoming common+lace or callcenters.

"r clients aresatisfie! &it% QueueMetrics8"ality, +rice and +erormance.




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The AsteriskPBX Experience

The Customers' ViewThe Customers' View




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!ype o" P#$ %sed

Which type of PBX are you using?




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!ype o" P#$ %sed

A slight relative ma9ority o callcentres are stillased on +lain Asterisk :systems with aman"ally"ilt dial+lan ; ao"t 4.

Ao"t hal o the systems :4?=> "se a#ree$%& 67I.

ther 67Is are not widely de+loyed.




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Callcenter Si'es

How many agents work in your call center?




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Callcenter Si'es

Ao"t 30' o res+ondents r"n a callcenterwith more t%a 100 a#ets.

3hile +lain Asterisk seems to have anadvantage on larger systems, general+"r+osedistros are catching "+ 8"ickly.

!istros "sing the #ree$%& 67I are dominantin callcenters with less than @0 seats.




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Satis"action (ith P#$

How satisfied are you with your current PBX (1-1!?




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Satis"action (ith P#$

The selre+orted level o satisaction a++earsto e very high.

ver (0' o res+ondents are e$tremelysatisfie! :with rating o < or more>.

'elre+orted satisaction is consistently high ordistros and man"al Asterisk installs.

2014 Loway, Inc. All rights reserved.

Asterisk is a Registered Trademark o !igi"m, Inc.#ree$%& is a Registered Trademark o 'chmoo(e )om Inc.



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Syste) %pgrade

"n the ne#t $ years% do you plan to upgrade your PBX?





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Syste) %pgrade

Interestingly, oe o o"r res+ondents is in+lanning to "+grade their system to a traditional$%& that is not Asterisk ased.

nly ao"t 10= are considering the clo"d asan o+tion/

igher +erceived technical risk or remote callcenters.

$ossile sec"rity risks :as in recent news when thes"rvey was r"n>.





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The QueueMetricsCall Center Experience

The Customers' ViewThe Customers' View





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*eporting

How satisfied are you with &ueue'etricsreporting?





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*eporting

Re+orting is the core feature o-"e"eetrics.

It is widely "sed, so high res+ondent rate.

Bery high satisaction rate ; o"er )0' very

satisied.





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Monitoring

How satisfied are you with &ueue'etricsmonitoring?





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Monitoring

This eat"re is widely "sed.

Bast ma9ority o "sers are very satisied.

6iven the signiicant n"mer o "sers asking orim+rovements so thereCs a plae! re!esi#

for 201*.





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!he Agent+s Page

How satisfied are you with &ueue'etricsgent)s page?





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!he Agent+s Page

The A#et+s pa#eacts as an access +ortal orall agent activities logging on and o, +a"singand "n+a"sing, la"nching screen+o+s and+lacing o"to"nd calls.

ot everyody "ses this eat"re.

Ao"t ,0'o "sers are "ery satisfie!.





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!he ,A Module

How satisfied are you with &uality ssurance module?





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!he ,A Module

The QA mo!ule in -"e"eetrics is "ilt tolet a s+eciic -A s"+ervisor to track the+erormance o agents on a given set ometrics.

This eat"re is "sed maily i lar#e scaleistallatios.

-i#% le"el of satisfactioregistered or -A.





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!he AP-s

How satisfied are you with the P"s ?





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!he AP-s

-"e"eetrics oers an A$I to access all itso"t+"ts as &LR$).

Allows yo" to create e*ternal a++licationsleveraging -"e"eetricsas a data so"rce.

./O re"amphas een sc%e!ule! for 201*.

3e oer a ree A$I tester to ease develo+ment. 2014 Loway, Inc. All rights reserved.




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Syste) Per"or)ance

How satisfied are you with &ueue'etricsperformance?





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Syste) Per"or)ance

-"e"eetrics is ased on a mat"re,enter+riselevel technology stack.

$erormance analytics was a constant activityd"ring the years.

The system is ale to %a!le "ery %i#% loa!s.





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-nstallation Process

How satisfied are you with ease of installation?


Asterisk is a Registered Trademark o !igi"m, Inc.#ree$%& is a Registered Trademark o 'chmoo(e )om Inc.Any rights not e*+ressly granted herein are reserved.


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-nstallation Process

-"e"eetrics installation can e automate!on most distros.

All re+ondents a++ear to e satisied ; "tthatCs an e*am+le o selselection ias, as theyare all e*isting c"stomers.

'till, a high maority a++ear to e "erysatisfie!.




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Docu)entation

How satisfied are you with the documentation?



D i


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Docu)entation

-"e"eetrics tries hard to oer verythoro"gh and +roessional doc"mentation.

ave a n"mer o man"als on line, withdierent "ser targets.

Bery %i#% satisfactio rateregistered.



S


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Support

How satisfied are you with &ueue'etricssupport?



S t


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Support

-"ality s"++ort is critical or a +roessional toollike -"e"eetrics.

ver 5'o clients a++ear to e satisfie!.

$"shed y the high level o satisaction, we are

im+lementing a relevant n"mer oim+rovements on o"r internal +rocesses.



P i i


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Pricing

How sasfied are you with &ueue'etricspricing?



P i i


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Pricing

-"e"eetricshas a clear prici# mo!elwith no hidden ees, no "+grade ees and all+rices +"lished.

The cost o -"e"eetrics is mar#ialcom+ared to the cost o r"nning the callcentre.

'elselection at work again/ all res+ondentsare e*isting clients.



.ould you reco))end ,M/


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How likely would you *e to recommend &ueue'etrics?





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Ao"t (0' o o"r e*isting clients &oul!recomme!a QueueMetricssol"tion.

Almost none wo"ld not recommend it.

)onsistent with +revio"s res"lts.



uture intentions a0out ,M


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+o you plan to keep using &' when license e#pires?





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Ao"t (0'o o"r e*isting clients &oul! ree&the QueueMetricslicense ater it e*+ires.

nly 20= o the sam+le was "ndecided.

The +ercentage o negative res+onse a++ears

to e +hysiologically low at 2'o sam+le.



1essons 1earnt


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1essons 1earnt

Asterisk is a very valid +latorm to "ildcontact centres with.

4sers are e$tremely %appy

4sers are ot plai# to s&itc%

The average si(e o contact centres issigniicant.

67Is are a mat"re eno"gh o+tion even or largescale callcentres.



1essons 1earnt


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1essons 1earnt

3e meas"red the im+ortance o-"e"eetricsor callcentres r"nning it.

7sers are e$tremely satisfie!; to the +oint oe*ceeding o"r own general e*+ectations.

3e are c"rrently committed to im+rove-"e"eetrics in the areas o +erceivedweaknesses, mostly the A$I and the layo"t.



Opportunities


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Opportunities

It is a good time to "ild yo"r call centre withAsterisk.

The -"e"eetrics sol"tion is a com+lementto Asterisk or a com+lete and "ll eat"red callcenter.

6mpro"i# QueueMetricsin the A$I and thelayo"t will "rther elevate its standards.



!hank you "or reading2


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!hank you "or reading2

QueueMetricsQueueMetrics htt+/DD8"e"emetrics.comD'easurement is the first step that leads to control,"f you cant measure something% you cant understand it,"f you cant understand it% you cant control it,"f you cant control it% you cant impro.e it,/0 H, ames Harrington



A0out 1o(ay S(it'erland
http://queuemetrics.com/http://queuemetrics.com/http://queuemetrics.com/


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A0out 1o(ay S(it'erland

7o&ay7o&ay htt+/DDloway.chD'easure, "mpro.e,/

3e are a /&iss tec%olo#y firmthat speciali8es i a!"ace!soft&are solutios for call cetersased on the Asterisk $%&

technology.3e elieve that meas"rement is the o"ndation o learning, and thatlearning is the orce that +rovides contin"o"s 8"ality im+rovements."r +rod"cts are engineered to e the rocksolid +latorm or o"rclientsC s"ccess.

2014 Loway, Inc. All rights reserved.Asterisk is a Registered Trademark o !igi"m, Inc.

#ree$%& is a Registered Trademark o 'chmoo(e )om Inc.Any rights not e*+ressly granted herein are reserved.

ollo( us
http://loway.ch/http://loway.ch/


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ollo( us

+interest.comD-"e"eetrics

twitter.comD8"e"emetrics

linkedin.comDLoway

slideshare.netD-"e"eetrics

yo"t"e.comD-"e"eetrics

+l"s.google.comD-"e"emetrics

aceook.comD-"e"eetrics

R'' #eed

2014 Loway, Inc. All rights reserved.Asterisk is a Registered Trademark o !igi"m, Inc.

#ree$%& is a Registered Trademark o 'chmoo(e )om Inc.Any rights not e*+ressly granted herein are reserved.
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