Asterisk CallCenter Survey

Asterisk in the Contact Centre
Satisfaction report 2014 - by Loway 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.

Our Purpose
Loway +rod"ces a widely "sed contact,center
monitoring and re+orting tool called QueueMetrics
that works with the Asterisk family of PBXs.
In October 2013, we ran a s"rvey as a tool to analy(e
client satisaction on e*isting -"e"e.etrics "sers/
0"r initial goal was to +rioriti(e reso"rce allocation or
2014 in order to +rovide a 1etter +rod"ct and service.
%"t things got to 1e more interesting than we
e*+ected when we started looking at the res"lts.

Methodology & Data Source
A s"rvey was sent to o"r c"stomers r"nning
Asterisk2 and -"e"e.etrics, as an
anonymo"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!ets in the +eriod 0cto1er,4ovem1er 2015.
Tho"gh the sam+le is sel,selected and
thereore 1iased, the call,centre si(e distri1"tion
o res+ondents ro"ghly matches the one we
see in o"r sales.

Expectations on visitors
3e chose ot to offer iceti"es to s"rvey
+artici+ants in order to avoid 1iasing the
sam+le in o"r avo"r.
3e originally e*+ected the s"rvey to 1e
e#ati"ely biase!, "nder the ass"m+tion that
+eo+le who have an itch to scratch wo"ld 1e
more likely than the general +o+"lation to
answer an online satisaction s"rvey.

Key indings
0"r clients are e$tremely %appy about
Asterisk in the call,centre.
67Is are 1ecoming common+lace or call,
centers.
0"r clients are satisfie! &it% QueueMetrics
8"ality, +rice and +erormance.

The Asterisk
PBX Experience
The Customers' View
The Customers' View

!ype o" P#$ %sed
Which type of PBX are you using?

!ype o" P#$ %sed
A slight relative ma9ority o call,centres are still
1ased on +lain Asterisk2 :systems with a
man"ally,1"ilt dial+lan ; a1o"t 4<=>.
A1o"t hal o the systems :4?=> "se a
#ree$%&2 67I.
0ther 67Is are not widely de+loyed.

Call&center Si'es
How many agents work in your call center?

Call&center Si'es
A1o"t 30' o res+ondents r"n a call,center
with more t%a 100 a#ets.
3hile +lain Asterisk2 seems to have an
advantage on larger systems, general,+"r+ose
distros are catching "+ 8"ickly.
!istros "sing the #ree$%&2 67I are dominant
in call,centers with less than @0 seats.

Satis"action (ith P#$
How satisfied are you with your current PBX (1-1!?

Satis"action (ith P#$
The sel,re+orted level o satisaction a++ears
to 1e very high.
0ver (0' o res+ondents are e$tremely
satisfie! :with rating o < or more>.
'el,re+orted satisaction is consistently high or
distros and man"al Asterisk2 installs.

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

Syste) %pgrade
Interestingly, oe o o"r res+ondents is in
+lanning to "+grade their system to a traditional
$%& that is not Asterisk2 1ased.
0nly a1o"t 10= are considering the clo"d as
an o+tion/
Aigher +erceived technical risk or remote call,
centers.
$ossi1le sec"rity risks :as in recent news when the
s"rvey was r"n>.

The QueueMetrics
Call Center Experience
The Customers' View
The Customers' View

*eporting
How satisfied are you with &ueue'etrics reporting?

*eporting
Re+orting is the core feature o
-"e"e.etrics.
It is widely "sed, so high res+ondent rate.
Bery high satisaction rate ; o"er )0' very
satisied.

Monitoring
How satisfied are you with &ueue'etrics monitoring?

Monitoring
This eat"re is widely "sed.
Bast ma9ority o "sers are very satisied.
6iven the signiicant n"m1er o "sers asking or
im+rovements so thereCs a plae! re!esi#
for 201*.

!he Agent+s Page
How satisfied are you with &ueue'etrics (gent)s page?

!he Agent+s Page
The A#et+s pa#e acts as an access +ortal or
all agent activities , logging on and o, +a"sing
and "n+a"sing, la"nching screen,+o+s and
+lacing o"t1o"nd calls.
4ot every1ody "ses this eat"re.
A1o"t ,0' o "sers are "ery satisfie!.

!he ,A Module
How satisfied are you with &uality (ssurance module?

!he ,A Module
The QA mo!ule in -"e"e.etrics is 1"ilt to
let a s+eciic -A s"+ervisor to track the
+erormance o agents on a given set o
metrics.
This eat"re is "sed maily i lar#e scale
istallatios.
-i#% le"el of satisfactio registered or -A.

!he AP-s
How satisfied are you with the (P"s ?

!he AP-s
-"e"e.etrics oers an A$I to access all its
o"t+"ts as &.L,R$).
Allows yo" to create e*ternal a++lications
leveraging -"e"e.etrics as a data so"rce.
./O0 re"amp has 1een sc%e!ule! for 201*.
3e oer a ree A$I tester to ease develo+ment.

Syste) Per"or)ance
How satisfied are you with &ueue'etrics performance?

Syste) Per"or)ance
-"e"e.etrics is 1ased on a mat"re,
enter+rise,level technology stack.
$erormance analytics was a constant activity
d"ring the years.
The system is a1le to %a!le "ery %i#% loa!s.

-nstallation Process
How satisfied are you with ease of installation?

-nstallation Process
-"e"e.etrics installation can 1e automate!
on most distros.

All re+ondents a++ear to 1e satisied ; 1"t
thatCs an e*am+le o sel,selection 1ias, as they
are all e*isting c"stomers.

'till, a high ma1ority a++ear to 1e "ery
satisfie!.

Docu)entation
How satisfied are you with the documentation?

Docu)entation
-"e"e.etrics tries hard to oer very
thoro"gh and +roessional doc"mentation.
Aave a n"m1er o man"als on line, with
dierent "ser targets.
Bery %i#% satisfactio rate registered.

Support
How satisfied are you with &ueue'etrics support?

Support
-"ality s"++ort is critical or a +roessional tool
like -"e"e.etrics.
0ver 25' o clients a++ear to 1e satisfie!.
$"shed 1y the high level o satisaction, we are
im+lementing a relevant n"m1er o
im+rovements on o"r internal +rocesses.

Pricing
How sasfied are you with &ueue'etrics pricing?

Pricing
-"e"e.etrics has a clear prici# mo!el
with no hidden ees, no "+grade ees and all
+rices +"1lished.
The cost o -"e"e.etrics is mar#ial
com+ared to the cost o r"nning the call,centre.
'el,selection at work again/ all res+ondents
are e*isting clients.

.ould you reco))end ,M/
How likely would you *e to recommend &ueue'etrics?

.ould you reco))end ,M/
A1o"t (0' o o"r e*isting clients &oul!
recomme! a QueueMetrics sol"tion.
Almost none wo"ld not recommend it.
)onsistent with +revio"s res"lts.

uture intentions a0out ,M
+o you plan to keep using &' when license e#pires?

uture intentions a0out ,M
A1o"t (0' o o"r e*isting clients &oul! ree&
the QueueMetrics license ater it e*+ires.
0nly 20= o the sam+le was "ndecided.
The +ercentage o negative res+onse a++ears
to 1e +hysiologically low at 32' o sam+le.

1essons 1earnt
Asterisk2 is a very valid +latorm to 1"ild
contact centres with.
4sers are e$tremely %appy5
4sers are ot plai# to s&itc%5
The average si(e o contact centres is
signiicant.
67Is are a mat"re eno"gh o+tion even or large
scale call,centres.

1essons 1earnt
3e meas"red the im+ortance o
-"e"e.etrics or call,centres r"nning it.
7sers are e$tremely satisfie! ; to the +oint o
e*ceeding o"r own general e*+ectations.
3e are c"rrently committed to im+rove
-"e"e.etrics in the areas o +erceived
weaknesses, mostly the A$I and the layo"t.

Opportunities
It is a good time to 1"ild yo"r call centre with
Asterisk.
The -"e"e.etrics sol"tion is a com+lement
to Asterisk2 or a com+lete and "ll eat"red call
center.
6mpro"i# QueueMetrics in the A$I and the
layo"t will "rther elevate its standards.

!hank you "or reading2
QueueMetrics QueueMetrics
htt+/DD8"e"emetrics.comD

'easurement is the first step that leads to control,
"f you can-t measure something% you can-t understand it,
"f you can-t understand it% you can-t control it,
"f you can-t control it% you can-t impro.e it,/
0 H, 1ames Harrington

A0out 1o(ay S(it'erland
7o&ay 7o&ay htt+/DDloway.chD

'easure, "mpro.e,/
3e are a /&iss tec%olo#y firm that speciali8es i a!"ace!
soft&are solutios for call ceters 1ased on the Asterisk2 $%&
technology.
3e 1elieve that meas"rement is the o"ndation o learning, and that
learning is the orce that +rovides contin"o"s 8"ality im+rovements.
0"r +rod"cts are engineered to 1e the rock,solid +latorm or o"r
clientsC s"ccess.

ollo( us
+interest.comD-"e"e.etrics
twitter.comD8"e"emetrics
linkedin.comDLoway
slideshare.netD-"e"e.etrics
yo"t"1e.comD-"e"e.etrics
+l"s.google.comD-"e"emetrics
ace1ook.comD-"e"e.etrics
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Asterisk CallCenter Survey

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Asterisk in the Contact Centre

Satisfaction report 2014 - by Loway Switzerland

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