endorsedCompleted

Call Center Dashboard for GreenWay (EV Charging Network)

Services Covered:

Custom Software Development

Industry

Energy & Natural Resources

Duration

6 months

Budget

10K - 49K

Start Date

1 February 2022

Team Size

1-5 Employees

Engagement Model

Onshore

Project Capability Score (PCS)

73/100

Good

Project Capability Score (PCS) estimates how capable Polcode is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

GreenWay

Gdynia, Poland

Project Summary

An EV charging network provider (GreenWay) hired Polcode to develop a Laravel-based call center dashboard integrating Zoho Desk and Twilio APIs. The tool delivered real-time KPIs, call statistics, missed-call notifications, and reporting, giving the client full control over call queues and improving KPI performance during peak season.

Key Challenges

Provide real-time and historical call statistics
Track dropped calls and maintain a 24-hour call history
Calculate and display KPIs (Service Level, Abandon rate, Waiting time, Talk time) per hotline, queue, and agent

Project Deliverables

Call center dashboard
Real-time KPIs and statistics
Missed call notifications
24-hour call history tracker
Real-time and historical reports
Integrations with Zoho Desk and Twilio APIs

Project Solution

Polcode implemented a Laravel-based call center dashboard in three phases: first adding call statistics and missed-call notifications, then implementing real-time KPIs, and finally building extensive real-time and historical reports. The solution included filters by hotline, queue, and agent and integrated with ZOHO Desk and Twilio via their APIs. The vendor team consisted of a project manager and a programmer who also performed testing.

Project Outcome

Achieved very high KPI goals during the holiday season
Provided full control over call queues and improved agent management
Successful delivery backed by exemplary project management and regular communication

Platforms

Tech Stack

Laravel

Client Endorsement

Overall Review Rating

4.75

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“The dashboard built by Polcode provided the client with complete control over their call queues, enabling them to manage their agent's work effectively. As a result, the client achieved very high KPI goals when the call volume increased during the holiday season.”
Grzegorz Sonta
Head of Customer Service
Date: 09/02/2022