Telemarketing Agent Console

Context

Added telemarketing module to internal Call Center application to manage outbound telemarketing campaigns, scripts, and tracking. Telemarketing efforts were strictly for promoting registration for company public events.

Architectural Decisions

Chose to extend existing CallCenter application for unified agent and management experience.

Challenges

• Evolving schema across long lifespan.
• Performance tuning for large call volume.
• Integration with telephony systems for call tracking.
• Integration with current authentication and user management systems to allow for contract telemarketers to access the system securely.
• Ensuring compliance with telemarketing regulations and internal policies.

Outcomes

• Created separate telemarketing module within CallCenter application.
• Created separate content management data structures for telemarketing scripts and campaigns.
• Implemented call tracking and reporting features specific to telemarketing activities.
• Enabled management to create and manage telemarketing campaigns, assign agents, and track performance.
• Updated CallCenter application to isolate telemarketing security and permissions from regular call center operations.
• Integrated telemarketing data and agent views with Event Management systems to allow agents to react to current registration and attendance data during calls.
• Integrated with event registration system so that when a company registered for an event, their future telemarketing calls would be skipped for that event.
• Managed call lists to ensure compliance with do-not-call lists and internal policies.
• Managed large call volumes during peak telemarketing periods.

My Role

Lead Developer responsible for architecture, design, and implementation. Collaborated with telemarketing management to define requirements and ensure system met business needs. Collaborated with membership and event management teams to integrate telemarketing efforts with broader organizational goals.

Tech Stack