CALL CENTER EXECUTER

            The Main Objective of this System is to design a system to maintain considerable information of the employees, departments, Customer details for any BPO organization.

Description:

           

Call Center Executer is an increasingly important skill as the use of call centers becomes a popular method of centralizing information services, streamlining order taking and providing valuable customer support. The skills required to successfully set-up and manage a call center encompass everything from staff recruitment and personnel management, to technical understanding of the options available, and the all-important customer relationship management. From small customer service departments to large call centers, the importance of developing successful Call Center Executer is vital for building a valued relationship with customers to support long-term business growth.

            This system (Call Center Executer) is useful to the organization, it maintains the information about the employees and it also contains the necessary information of the customer and their phone Numbers, their services also. It also maintains the employee roaster details.

            This system will track the employee’s login details. And also maintains the data the employee attend the call and his behavior with customer and the speech will be recorded into file. Sometimes customer request for service to the organization. This data also maintains the system.

3. EXISTING SYSTEM:

Ø  The existing system is a manual system.  Here the employees needs to save the information in the form of excel sheets or Disk Drives.

Ø  There is no sharing is possible if the data is in the form of paper or Disk drives.

Ø  The manual system gives us very less security for saving data; some data may be lost due to mismanagement.

Ø  It’s a limited system and fewer users friendly.

Ø  Searching of particular information is very critical it takes lot of time.

Ø  It is very critical to maintain manually call records of customers, because call center receives huge no of calls per a day.

Ø  It is a tedious job to maintain different customers are asking different service details, normally solve these queries are not possible.  Automated system is needed.

Ø  Every employee having different rosters, different shift timings, manually handle these roster is tough work.

Ø  Search an employee roster in call center system is a tedious job.

4. PROPOSED SYSTEM:

              The development of this new system contains the following activities, which try to automate the entire process keeping in the view of database integration approach.

Ø  User Friendliness is provided in the application with various controls provided by system Rich User Interface.

Ø  The system makes the overall project management much easier and flexible.

Ø  It can be accessed over the Intranet.

Ø  The user information can be stored in centralized database which can be maintained by the system.

Ø  This can give the good security for user information because data is not in client machine.

Ø  Authentication is provided for this application only registered Users can access.

Ø  There is no risk of data management at any level while the project development is under process.

Ø  The automated system will provide to the customers for reliable services.

Ø  The speed and accuracy of this system will improve more and more.

5. Modules:

1.    Administrator

2.    Call Center Employees

3.    Customers

4.    Services

5.    Employee Rosters

6.    Reports

7.    Authentication

Administration

            Administration is the chief of the Call Center System. He can have all the privileges to do anything in this system. Administrator can register new employees, departments into the system.  Admin can keep track team employees and their performance.  For every call receive the administration taking feedback report. New services are introduced by the administrator into the call center system.  Call activity done by administrator.  For every call the admin capture the information of call id, date, time, attended employee id, his roster id, customer information, and recording voice etc.,

Call Center Employees

            Here a team employees means they are maintaining the Call Center.   The major responsibility for the employees is they have to receive the call from the customer and process the customer queries.  The challenging issue is here he can give necessary answer of customer queries, because different customers are posting various service queries.

Customers

            Customers in the sense of service holders.  While using the services the customers have to face any problem then they automatically call to the call center and find a solution. 

Services

            Customer service also known as Client Service is the provision of service to customer before, during and after purchase.  Customer service is a series of activities designed to enhance to level of customer satisfaction.  Here customer services my provided by a call center person.  Customer service is an integral part of a company’s customer value proportions. Servicer in the sense of

·         Clarifying the customer doubts

·         Process the customer queries

·         Assign new services to customers

Employee Rosters

            The maintenance of employee rosters in a call center is a tough job.  Every roster has three shifts.  Roster has starting date and ending date and an in charge will be there for every roster.  Call center employee need to follow their roster and shift.  Every roster has holiday also. Admin Can keep track employees rosters and shifts means employees login date and time, log off date and time etc.,

6. Requirements:

      Hardware Specification:

·         Intel Pentium or More

·         512 MB Ram

·         PC with 20GB

       

      Software Specification:

 

·         WINDOWS OS (XP / 2000 / 200 Server / 2003 Server)

·         Visual Studio .Net 2008 Enterprise Edition

·         Internet Information Server 5.0 (IIS)

·         Visual Studio .Net Framework (Minimal for Deployment)   version 3.5                        

·         SQL Server 2005 Enterprise Edition