Effective Virtual Call Center with Free PBX Technology

A call center manages new and existing client questions and issues with the help of skilled specialists. Existing customers answer new consumers' inquiries and concerns. These questions may come from new or existing clients. Call centers are important in Rwanda as they enable companies to monitor calls. Companies can also analyze their markets through data acquired through call centers. However, setting up a call center is expensive. The running costs of a call center are also large. Businesses that operate call centers spend a lot of money running them, consequently reducing their profits. Therefore, this study proposes a cheaper technique for handling call traffic implemented using free PBX, which is a Linux based web-application for monitoring call traffic. From the results of the simulations carried out, a fast connection between mobile phones was observed. Moreover, it was determined that the capacity of free PBX is unlimited, making it ideal for use in call centers. The analysis shows that this project can be implemented in different institutions on chipper prices. The existing cost of implementing a call center on 50 users using hardware PBX is 100.000 USD, whereas, with the proposed solution using FreePBX which is a Linux based web-application for monitoring call traffic, the implementation cost can be between 5000 USD and 10000 USD with the same range of users. The discounted price as compared to the existing system can be estimated to be around 90%, which is much cheaper.