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04 · Telecom

Telesales SIP

An outbound telesales portal wired straight into SIP trunk providers, built for teams dialling at volume.

Sector
Telecom
Scope
Agent portal · SIP integration
Users
Telesales agents · Supervisors
Status
Shipped
Telesales SIP agent portal — active call channels with auto-dial on and an upcoming queue of pending numbers

01 · The brief

A telesales floor is bottlenecked on the seconds between calls. Every one spent finding the next number, waiting for a dial tone, or writing a note into a second system is a call not made.

We built the agent portal around that: batch dialling, call routing, answering-machine detection, and call notes saved on hangup — so an agent moves to the next conversation without leaving the screen.

02 · What we built

The agent portal, the dialler, and the supervisor view over the queue.

Agent portal home — five active channels with auto-dial on, beside a queue of 54 pending numbers
Contacts — 140 numbers with the outcome of the last call on each and a one-tap dial
Call history — total calls, contact rate and voicemails over a log of every call with its outcome and duration

03 · How we worked

  1. 01

    Discovery before specification

    Before a feature was specced we watched people do the job it replaces. The spec usually changes after that, and it is cheaper to change it then.

  2. 02

    A shared channel, not an account manager

    The client had a channel with the engineers writing the code, and a standing invitation to the morning standup.

  3. 03

    Something on staging every week

    Work was judged by using it rather than by reading a percentage. Two-week plans, re-planned on Fridays, so a wrong assumption cost a sprint instead of a quarter.

  4. 04

    Reviewed, tested, handed over

    Every change was read by a second engineer before it merged. Tests, a README and a recorded walkthrough came with the handover.

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